For the most effective use of the whole automated support interface, we suggest you set your system email to noreply@yourcompany.com (of course put your domain name in place of yourcompany.com) so that any emails you send from the system are sent from this email address. We then recommend you set an auto responder to this email address that says, "We do NOT accept requests for Support by email, please LOG IN to your MEMBERS area and click support to submit a question or concern. This email address is NOT monitored so replying to this or any other System related email will go un-noticed by the company. We appreciate your understanding in us keeping the order of supporting members respected and orderly." Or something to that effect to stop members from trying to email you in support.
This simple action will save you thousands of dollars in support costs annually and ensure all members get served in the order received.
One final suggestion for a real lean running company is to NOT answer phones live and to leave a message suggesting they will likely get faster service if they submit a support ticket. Educate that the company will endeavour to respond to all phone calls within 24 to 48 hours while support tickets will likely be faster than this.
FAQ Admin - This is where you set up any initial FAQs you want in the system as well as handle category setup, etc. You need to set this area up before you start taking live support tickets from the field. You should NEVER accept support requests by email, all should be through the INS FAQ Support desk.
It includes an interface both inside the members lounge and outside the members lounge for members and prospective members to ask for help.
Once they have filled in the form, the question is brought to the FAQ admin interface for your support people to deal with. When they answer it, they have the ability to do all sorts of great things with it like add it automatically to an FAQ so the next person can find the same answer themselves. Support then can opt to send the answer as an email to the member, and to have a note put into the members lounge with the question and answer as well.
There is the ability for the member to get right back into the same spot in the queue in case their question wasn't adequately answered.
Finally, the system allows for questions to need approval by an administrator before they are lodged into the public viewable FAQ's.
NOTE: When someone completes the Support Ticket form, it asks for their username. Although it does not authenticate this, if someone puts in a username other than their own for example, the person who sent them to the site. It will appear to have sent from who ever was specified in the Username field instead of the actual person who sent the Support Ticket.
If you wish to see a full tutorial of how to create and approve FAQs click here.
New:
You can create new FAQs from here.
A list of all new FAQs in the system submitted by members.
Note: When a new FAQ query is created by a member, email gets sent out to the ADMIN email address which is stored in Configuration>>Company Details. The email content is defined in the email engine.
Open:
A list of all FAQ's that are not new, and tht haven't been closed yet.
Approval:
A list of FAQ's that are waiting to be approved by a senior admin before going live to the FAQ's.
Unapprove:
A list of all Approved FAQ's that you can unapproved to remove them from the public viewing areas.
Add New:
This is where you add a new FAQ without having to submit a ticket from members and without having to approve it. Used to put you initial FAQ's into the system or future ones that the company feels it needs to add even if the distributors haven't asked it yet. For example new FAQ's for a new product not launched yet etc.
Question: put the question the member would ask here
Answer: put the answer to the question for the FAQ to contain
Keywords: add a few keywords for search
Category: select the category you wish this FAQ to exist in.
Type: select where you want this FAQ to display.
- Non-Members: shows to Members and Admin FAQ's as well
- Members: only shows in FAQ from within the members area or for Admin
- Admin: only shows in FAQ in Admin.
Note: When writing your questions and answers, there are no tools to make writing bigger, bold or adding bullet points and the like. If you wish to do this you should use HTML codes. HTML codes can be found all over the internet, normal HTML codes will work within the FAQ text boxes.
FAQ:
The complete FAQ and how it looks including the Non-Member FAQ's, the Member FAQ's, and the Admin FAQ's.
When you are logged in as an Admin you can see all FAQ's for Non Members, Members and Admin. Members can only see FAQ's for Members and Non Members. Non Members can only see the Non Member FAQ's. Members can only see the Member FAQ's after they have logged in, just as Admin can only see Member FAQ's and Admin FAQ's after they log in.
If you wish to change a group or a where a FAQ is placed all you need to do is unapprove the FAQ and then reapprove them into a different category.
Category Maint:
This is where you can add/edit categories in the FAQ.
Choose Category drop down will show you the initial categories in the system. If you select one, you will be able to edit it.
Category blank will allow you to edit the category.
Sort Order blank will allow you to edit the sort order. The sort order controls what order the categories show up in your FAQ drop down and FAQ itself.
New Category blank allows you to add a new category you do not see to the list by typing in the blank and clicking add new.
View Logs:
This is where you can see what all your CSR's are up to.
FAQ Logs: select the date range and the CSR you are trying to look at, and you will see how many FAQ items they have answered and what they answered with.
System Logs: as just number of FAQ's processed wont' tell if your CSR is doing things efficiently on its own, the System Logs will show all entries made in the system log as well. This means any actions taken on members behalf will show up. This allows you to balance FAQ's answered with amount of action necessary to keep track of who is accomplishing what.