During the downtime currently affecting us, we're looking on improving our processes to ensure our customers are the best help we can provide.
One sticking point I'm struggling with is when to use macros, when to use the Knowledge Capture app, and article usage tracking between the two.
The Knowledge Capture app is great in that it provides us with insight into the articles that are being served to customers and provides those customers the ability to solve their own ticket if the included article answers their question. There's a couple of downsides to this:
- You can insert a link to an article but our agents have to still type an explanation for the response.
- You can insert the whole content of an article but articles can be quite long for an email response. Plus agents would still need to edit the response to personalize the intro and outro to provide context to their response.
Macros are a great tool as well. With it, we can type out a canned response with some basic understanding of the response with a link to a knowledge base article for more information. It can also automatically update properties on the ticket to allow for an (almost) one click action to answer a customer's question. This too has a downside though:
- The article linked in the macro won't be tracked through the Knowledge Capture app, thus losing data for analytics.
- Customers are unable to solve the ticket themselves with the response.
So now I have two great ways to get quick information to our customers but each with flaws that either affect efficiency or data tracking of article usage.
We could use both, but that means having to track data in two spots. (And since we can't add data between two different datasets in Explore, it means another step to get the information we need.)
So, as you can see, I'm conflicted here as to what to do and use. How do others deal with this divide?
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