This quickstart guide is designed to help you get an autoreplies with articles configuration up and running with your existing help center content.
Autoreplies with articles are automated responses to a support request sent through an email or web form. Email autoreplies with articles suggest up to three help center or knowledge base articles in the email response to help a customer resolve their issue. Web form autoreplies with articles immediately respond to a customer's support request through a web form with up to three links to potentially relevant knowledge base articles.
To get the most out of autoreplies with articles, your help center should have at least 10 articles that cover commonly-asked questions.
This article contains the following steps:
Step 1: Evaluate your current help center content
Take a look at the content offered in your help center. You can optimize your help center content for autoreplies with articles with some small changes.
In particular, look at the following article elements:
- Titles: Try to title your articles using language and phrasing your customer might use in a search, or in a ticket description. Simple questions ("How do I reset my password?") or phrases ("Resetting a password") are a good approach.
- Introductions: The first 75 words of an article are weighed most heavily when being assessed, so getting relevant keywords in your introduction is key. Try to start your articles with clear, focused paragraphs.
- Topics: Create bite-sized articles that address single, narrowly-focused topics, rather than long articles with multiple separate, if related, sections. For example, instead of writing one article including all profile-related settings, break that information up into separate articles for each setting. You can connect these smaller articles together using a related articles list, or collect them in a resource article containing links to all profile-related articles.
Keep in mind that these are just suggestions for building a help center that will work with autoreplies with articles. You can apply any, all, or none of them to your help center content at any time during the trial.
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Step 2: Activate autoreplies with articles
Next, you can activate autoreplies with articles. Where you add it depends entirely on your Zendesk products and integrations, and where you think it will best fit into your setup. You can use it to offer autoreplies with articles through email notifications or web forms, in the Web Widget (Classic) or the mobile Support app, and in conjunction with the Slack integration with Zendesk.
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Step 3: Assess performance
With a few simple configurations, you can evaluate how autoreplies with articles impact your customer interactions. Creating ticket views, as well as using your Explore dashboards, can help you decide if it is the right tool for you.
Creating views for autoreply tickets
You can create views for tickets affected by autoreplies, to easily see how your end users are interacting with the suggested articles, and to assess whether it is working for you.
You’ll want to use triggers and tags to identify impacted tickets and sort them into autoreply-only views. Your basic autoreply views can include (but are not limited to):
- Tickets autoreplies with articles have fired on
- Tickets autoreplies with articles have helped customers self-solve
- Tickets autoreplies with articles have fired on but not solved
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Analyzing autoreply activity
Autoreplies with articles have a dedicated dashboard in Explore that monitors metrics for your autoreplies with article recommendations and bot builder activity.
- Autoreplies for article recommendations, including suggestion rate, click-through rate, resolution rate, and rejection rate.
- Bot builder activity for messaging, including metrics for total users, engaged with bot, and transferred to agent.
Usage data is gathered immediately upon implementation. You can begin monitoring performance through your Explore dashboard right away, or wait until more information is available. Commonly, users check data after 24 hours, 48 hours, one week, and three weeks to see how performance performance changes over time.
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15 comments
Joel Dahlin
"Step 2: Evaluate your current Help Center content"
Where do I view that?
2
Jason Schaeffer
Hi Joel!
Are you able to link where you saw this specific bullet point? In general regarding Answer Bot since it is directly linked to your Help Center you will want to evaluate your articles etc to make sure when you are live with your Answer Bot that it is giving the most accurate information. There is some additional information on how to do this below:
Guide (Help Center) enables you to provide end users with a complete self-service help center that helps your agents help your customers. With Guide, you can create a help center that includes:
A branded customer-facing support site
A knowledge base, for publishing self-service content
Community, for customer collaboration
A customer portal, where customers submit tickets
https://support.zendesk.com/hc/en-us/articles/360052716394-Evaluating-the-help-center-in-your-Zendesk-Suite-trial-account
I hope that helps! Have a great day.
Jason Schaeffer | Customer Advocate | Support@zendesk.com
1
Joana Lopes
Link for
1
Brett Bowser
Thanks for bringing this to our attention! I'll loop in our documentation team so they can get this information updated for you.
I'd recommend taking a look at this article in the meantime: Explore recipe: Analyzing Answer Bot activity
I hope this helps!
2
Katya Stefanova
Can you test it in Sandbox ?
We are working with different brands and I have labelled the articles accordingly, but yet I don't to activate the bot and have customers from X brand to be able read the articles related to Y brand etc ?
1
(KD) ChatSupport3
We are facing a weird problem, I can login to zopim.com dashboard but using the same credentials not on Zendesk.com and also, there is no Zendesk url associated with the registered email id. So not able to access Admin area to enable the answerbot. What should we do in order to get it enabled? Or get our own Zendesk url?
Best
1
Freyja
Hello! I have few questions:
- is there a way for coordinators that work on tickets to evaluate the answer bot suggestions provided to a ticket? Coordinators can see the suggestions but cannot evaluate or suggest updates/changes directly from there (like Knowledge capture).
- is possible to evaluate the Rejection rate in the metrics? So for example, knowing why users rejected an article? Is there a sort of survey that we can implement to know why a user rejects an article (not useful at all, missing information, etc...)
- there is a way to introduce a support link directly in the classic web chatbot? We are currently using an easy web chatbot that only suggests articles but I would like to introduce there a link to support so users can directly open a ticket if they cannot find an answer. Also, is possible to track the activity of the chatbot in some way?
Thank you!
Best,
1
Allen Lai | Head of CX at Otter.ai
We implemented simplified email threading for email applications, and we noticed that our answer bots are no longer embedding the help center article in the email. We've seen several end-users say that they don't see the article within the email. Is the simplified email threading not supported in the answer bots?
0
Dainne Kiara Lucena-Laxamana
Hi Allen Lai | Head of CX at Otter.ai
I went ahead & created a ticket on your behalf so we can look into the issue with the Answer Bot. Please keep an eye out for our update
0
Vishaal
Hi! I had a couple questions about Answer Bot.
1
Sil
Let me address the 3 points you talked about:
Again, feel free to create a ticket if you want something more specific to your instance.
1
Raphaël Péguet - Officers.fr
Hi
I don't find any mention of Answerbot behaviour with articles with user segments,
Best regards,
Raphaël
0
Sabra
Hey Raphaël Péguet - Officers.fr! Answer Bot will not present articles that a user does not have access to. If an article is restricted to a certain user segment, and the user is not in that segment, then Answer Bot will not present that article as an option.
2
ser gey
Hello!
"Click Try Answer Bot for 30 days to activate your 30-day unlimited trial."
I can't find this in my Admin Center. There is only the Activate Answer Bot button.
And my next question is, will I be able to deactivate the bot within 30 days without pay?
Thank you
0
Cheeny Aban
You will be asked to choose your plan at the end of the trial period
0