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Ingrid van Veen - Schokkenbroek
Joined Oct 16, 2021
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Last activity Mar 30, 2022
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Latest activity by Ingrid van Veen - Schokkenbroek
Ingrid van Veen - Schokkenbroek commented,
+1
View comment · Posted Sep 16, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@...
We have managed to create real conversations within flow builder, leading customers to the answer they need, without, in most cases, suggesting answerbot articles. But in Explore flow builder is not a channel neither can it be specified from the Messaging channel or Web form or Web Widget report options.
Therefore it would be of great value to be able to report on the 'was this useful' button in Flow builder? So we can really see the impact that Flow builder has on our (decreasing amount of) incoming tickets.
So I need to know how many times flow builder was used/opened, preferably also see what choices (customized flow with options) customers made (their flow through flow builder) and in the end see if the solution that was presented was helpful (reporting on eg. the pre set feedbackflow, 'was this helpful', would help).
The only reporting I can do right now is on how many tickets are received from flow builder when the given solution/answer was not helpful. What we need is to see how many times and in what flow or answers flow builder was helpful in providing the right answer. That would really help us to improve.
At this time I can only track the articles suggested via flow builder and whether they were helpful or not, which is not representative for our use of flowbuilder, since we are providing text answers after the customers has chosen his question from the presented options.
View comment · Posted Sep 16, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@... Hi Daniel, thanks for the update. Is it possible that the 9 month roadmap for Flow Bilder is shared. So it's clear to us what's coming?
View comment · Posted Sep 13, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@... one last question (for today ;-) In the fall/feedback flow we see the option 'start over', Is is possible to add the option 'start over' to our customized flow as well? And if so, can we select where this 'start' should be? In the fall/feedbackflwow this is always at the top (welcome to ). We'd prefer 'start over' to start somewhere else in the flow, eg. at 'How can we help/please choose your subject'. Kind regards, Ingrid van Veen
View comment · Posted Jul 21, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@... Is it possible to add a numeric ticketfield or a ticket fiels (multiple lines) with the transferring to an agent step? These field don't seem to appear in the dropdownlist. This would be very useful to eg ask customers for their customerid or phonenumber and asking them to explain their question in more then 128 characters (single line).
View comment · Posted Jul 21, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@... When will it be possible to customize the feedbackflow? The automatic translation does not match our communication style (eg. the knowlegde is power?? line). By the way the option to transfer to an agent is missing in that automatic feedback. The only choice is to start over or rephrase the question...
View comment · Posted Jul 21, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@... I've had the same problem. But I think I've figured it out... I think you are trying to add this options step between two steps that you have already set up? That's when I had this issue. My solution won't make you happy... but I removed all the steps following after where I wanted the new options step to be. So that this new options step was the bottom step in the branch. If you choose 'add step' then, you will find that the options step is available. A lot of work (when there are a lot of steps to delete and add later, and with a copy-paste option missing ;-)) Wish you luck!
View comment · Posted Jul 20, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
@...
Is there a businesscase/benchmark available for Flowbuilder we can use to manage expectations of how many (%) tickets Flowbuilder 'prevents' / how much (%) Flowbuilder attributes to selfservice /the % of tickets solved by Flowbuilder and how many customers (%) want to get in touch with agents? Maybe even in comparison to Answerbot? Maybe even a calculationtool like you provide(d) for answerbot, see picture below.
And I don't mean the resolutionrate of suggested articles (answerbot via flowbuilder) but the number of people that started a flowbuilder conversation... And of whom we were able to answer their question using automated answers.
View comment · Posted Jul 01, 2021 · Ingrid van Veen - Schokkenbroek
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Ingrid van Veen - Schokkenbroek commented,
Question on this note: "The continuous conversations feature is only available when using messaging through the web channel, and is not available on mobile devices."
I assume this means I enable messages for web SDK? When I enable this, flowbuilder is set live immediately. Is there another way to enable continious conversation trigger before end-users can see flowbuilder and start using it? Or do we just need to be quick to set this trigger or set it on a quiet moment?
Other questions:
- When will we be able to change the conversation that is now automatically set? Eg 'was this a useful answer' and whatever comes after end-user says 'no'.
View comment · Posted May 19, 2021 · Ingrid van Veen - Schokkenbroek
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