Knowledge Base gets a facelift

A well maintained and easy to use Knowledge Base is a great way to empower your customers to find answers on their own, and ease pressure on your support teams by reducing the incoming support emails and live chats.

We wanted to make viewing the Knowledge Base and maintaining it as quick and easy to achieve as possible so have updated our Knowledge Base feature.

Knowledge Base is now visible from within the Support section in Fortifi rather than being buried away in the Settings section: 

This will open on the view of the Employee Knowledge Base by default, and you will see a drop down in the top right allowing you to switch to viewing the Public Knowledge Base or the Affiliate Knowledge Base.

This will make things much clearer for your agents and administrators, being able to see each Knowledge Base visually represented and able to click through to each category as a user or customer would. The layout is also the same as our default Templates for the Support section so if you are still u…

Do you know your support hotspots?

Nobody wants to be waiting for a response to their support request, so staffing your support team to keep response times low is critical to ensuring customer happiness.

In light of this we have released a new report, allowing you to see when your chats and tickets are opened ensuring you allocate correct staffing levels for busy periods throughout the day.

Like all other Fortifi reports, it is possible to select any date range you like and filter down to specific criteria available.  From filtering by Brand right down to the browser a chat was launched in, or viewing only tickets opened by your customers using gmail.  We aim for all our reports to load in under 5 seconds with any date range or filters.

If you are interested in seeing this data for your business, get in touch with our sales team today:

Quick Replacements make communication personal and dynamic

Throughout Fortifi whether using the Messenger to send out Mailshots or Transactional emails such as Order Confirmed messages, or Support to provide Live Chat and Tickets to your customers, its important that the communication is personal to each customer.

We wanted to make this as quick and easy to achieve as possible so we have updated our Quick Replacements feature.

You will now see the Quick Replacement drop downs anywhere you need to enter some text which will make its way to a customer, from a Campaign Message to a reply in a Support Ticket:

Simply click where you want the Quick Replacement in the text, then click on a drop down and select the Quick Replacement you want to use.

There are many applications for Quick Replacements that should improve your efficiency. For instance you can quickly build a Canned Response which dynamically uses the Customers name and details, and pulls through the current Agents name, making a Live Chat greeting a one click process for your Agents:

Or cust…

Ticket Post Template

When replying to a Support Ticket there are some items you will always enter such as the customer name and your signature. To automate this and eliminate this repetitive typing we have created the Ticket Post Template.

To enable this browse to the Brand Settings and click on the Ticket Post Template under the Support section.

Enter all the information you would want on every Ticket Post to save your agents creating this each time they reply to a Support Ticket.

This template supports TWIG values allowing you to insert dynamic data such as the customer name, agent name etc.

You can also insert Images into this template using the Image button, for example you could provide the URL of your brand logo to automatically include it in all Ticket Posts. The Brand Logo Twig button will output the Logo URL into the Template content allowing you to copy this and then paste it into the Image URL field:

With this completed and saved it will appear in all Support Ticket reply posts for that Brand, allow…

CC and BCC on Support Tickets

You can now add CC and BCC addresses into Support Tickets to increase the reach of your Support Tickets, bringing more people into the Support conversation.

On the Support Ticket click on the Details tab and you can edit the CC and BCC fields to remove or add recipients. This allows you to reach multiple contacts for this customer at once, or BCC in your line manager etc:

Also if a customer has various stakeholders invested in an issue they can add them as CC recipients to their support email and they will automatically be added as CC emails in the Support Ticket and will receive any replies for that Support Ticket automatically.

Online Ticket View

An exciting new feature for Support Tickets is our Online Ticket View. Using this your customers can view the full history of a Support Ticket directly in a web page where the can also send replies without having to use their email client. 

Customers can access the Online Ticket View by clicking a link which is now added by default to the bottom of all Support Ticket emails.

To enable or disable sending the Online Ticket View links in emails page go to the Brand Settings page and click on Ticket Options under Support: 

Ensure this is enabled and then send out Support Tickets. In the footer of the Support Ticket email will be a link to view the ticket online.
Clicking this the Customers will get access to the Online Ticket View, which displays the Brand Name, Logo and is coloured using the Brand colours, ensuring this feels like an extension of your Support features for your customers: