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Short guide: Overloaded support
The same question for the twentieth time? Now your knowledge answers it. Status, invoice copy, deadline, how-to: many requests repeat themselves.
This guide is available in 21 languages; on this page you download the English version. Free, no registration.
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MoreWhat's inside
- The problem
- The way with PaperOffice
- In the app
- An example
- Checklist
- Frequently asked questions
- How to start
Who it is for
When is the utility statement coming? Where is the form? When does the deadline end? Questions like these arrive by phone, email and through the website, often several times a day. Your team answers from memory or from old emails, and less time is left for the hard cases.
Key facts
- Bundle your knowledge
- Answer in chat and on the phone
- Open issues become tickets
- The copilot drafts
- Close the gaps
Questions and answers
Frequently asked questions about this download
Where does the agent get its answers?
From the knowledge bases you assign on the “Knowledge” tab, with their internal and published entries. Workspace documents stay locked. That is why public agents get knowledge bases whose content customers may hear.
And if a question goes beyond your knowledge?
In the chat, the visitor uses “Send a request” with their email address to send a ticket with the chat history. On the phone, the caller gets an SMS link to a form or leaves a callback request.
Does the copilot reply to customers directly?
The copilot drafts, your team sends. It puts the draft into the reply field or saves it as an internal note, and sending stays locked for it. The customer gets an email notice and reads the reply in the portal.
Which languages are supported?
For each agent you choose the allowed languages, and on the phone the voice per language. In the chat, the agent answers in your page's language, and the copilot drafts in the customer's language. The customer portal comes in 21 languages.
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