In order to encourage self service and promote ticket deflection, it would be great if we could have a setting that allowed us to NOT display the option for a customer to "Leave a message" until after they have actually typed a query.
This will encourage the customer to actually interact with the Answer Bot and Guide articles and not get lazy, going straight to contacting us and creating a ticket.
This is how our Web Widget worked prior to going live with Answer Bot in the Widget.
I know it is a fine balance between being unhelpful or too helpful, but we have not had any negative feedback from our customers with our Web Widget that does not allow contact to be made (a ticket created) until after they have actually typed a query and generated results.
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