- Live chat and Answerbot to self-serve question and issues
- Launch of Ideas in Community for product suggestions
UI and efficiency updates:
- Search filters to allow segmentation by articles, community posts and product
- Cosmetic changes to reflect new Customer Success Portal rebrand
- Updates to UI to increase efficiency and minimise scrolling
Reason for the Change
- Answerbot and Live Chat provides an additional channel of help alongside additional self-service
- Provide a centralised place for customers to suggest Ideas for our products
- Improve overall customer experience through optimised search
All Fourth Customer Success Portal users coming to help.fourth.com.
Answerbot and Live Chat
The newly rebranded Customer Success Portal is designed to ensure a seamless end-to-end customer experience. A key element of this includes Answerbot and Live Chat, a new and exciting feature we are excited to launch with our customers.
Customers can access both Answerbot and Live Chat through the web widget when in the Customer Success Portal. Answerbot will be available first, and will respond to any search term entered with 3 suggested Knowledge Articles.
Fig 1. - Answerbot Widget
Fig 2. - Live Chat Widget
It is worth noting that Customers engaged in a chat session will have the session dropped if the device being used has a timeout setting. All customers will receive an email transcript of their chat session once the session has ended. Customers will also be able to view all chat sessions and other support tickets through their Customer Success Portal profile. The current operating hours for Live Chat will be 10am GMT to 4pm CT. Once these operating hours expand, customers will be notified.
Ideas is one centralised place for all product suggestions to be shared. Customers are encouraged to use these spaces to share any changes they would like to see made to one of the Fourth core solutions they use. Ideas can be located through the 'Community' tab, and further information on Ideas can be found in this video walkthrough of the process. Note: Customers must be signed in to view Ideas.
Fig. 3 - Ideas Topics in Community
Several updates have been made to the UI of the Customer Success Portal to ensure a smoother overall customer experience. This includes adding the use of filters on the search results page. Customers now have the ability to filter by content type and product category, as seen in the below before and after screenshots.
Fig. 4 - Before (L) and After (R) of search results
To ensure consistency across all of our Knowledge Articles, every article will be prefixed with the appropriate core solution name, and any product module names where applicable. Regions have also been incorporated into titles where there are crossovers, to ensure Customers are looking at the right content.
Further details on the specifics of these updates, and how to best optimise search terms to find the right content can be found in this article: Customer Success Portal - Search Optimisation