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Practical Guide Customer Service
The same question on every channel? From now on, your agent answers from your knowledge. This guide shows step by step how to build a knowledge base and set up the Conversation Agent: your agent answers from your knowledge, and open issues become tickets with their history.
The file is available in English and German; you download the version in the language of this page. Free, no registration.
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MoreWhat's inside
- Monday morning in customer service
- What holds customer service up
- The process at a glance
- Creating knowledge: articles and FAQs
- Connecting your website and orders
- Creating the Conversation Agent
- Testing and embedding the website chat
- Answering on the phone
- When your team should take over
- Setting up the customer portal
- Ticket overview and deadlines
- Replying with the Ticket Copilot
- What service teams ask when they start
- Try it yourself in 45 minutes
- Read more: datasheets and short guide
- Your first result in five days
- Checklist and start
Who it is for
Service managers: You are responsible for answers, deadlines and the team and want to see what is still open. Service team: You answer requests in the chat, on the phone and in the portal and do not want to start from scratch every time. Shop and website: You maintain help pages and order data and want the agent to give the same information.
Key facts
- 20 pages, with a test package to try it yourself in 45 minutes
- A knowledge base holds articles and FAQs, each entry with a status. Customers and public agents read what is published, internal entries stay with the team.
- The Conversation Agent with the “Public agent” role answers in the website chat and on the phone from the knowledge bases you assign to it.
- It gives the order status only after verification, such as the order number and postal code.
- Whatever your team should handle becomes a ticket with its history: in the chat via “Send a request”, on the phone via an SMS form or a callback request, in the customer portal directly.
- In the ticket overview, deadlines apply per priority. The Ticket Copilot drafts the reply, and your team reviews and sends it.
Questions and answers
Frequently asked questions about this download
Where does the agent get its answers?
From the knowledge bases you assign to it on the “Knowledge” tab: published articles and FAQs as well as pages from website sources. It reads the order status from your operational sources after verification.
Does the agent see internal notes?
No. Entries with the “Internal” status are read by your team and internal agents. The portal, the website chat and public agents do not get to see them.
What happens if the agent cannot help?
In the chat, the customer sends a request with their email address via “Send a request”. On the phone, they get an SMS link to a form or leave a callback request. The submitted form and the callback request become tickets with their history.
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