At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help.
That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.
Less Support Load.
When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.
It's like having someone on your support team respond to the customer before the ticket is even submitted.
Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%.
(This will be dependant on the depth and breadth of your content.)
To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.
This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.
Check out a sample report from our own account below:
In a much-anticipated release, you can now create helpers & hotspots on your site that will disappear after your user has viewed them. This is perfect for onboarding new users, or bringing attention to something new that you've just released, then removing that helper to keep your interface clean.
This coincides with an interface update to the visualizer and the main helpers admin area to streamline the flow of creating helpers for your site.
When creating your helper, you'll be given the option of when to show this helper, you can choose to show it "once per user" (in which case it will show for the user until they view it, then it will be hidden) or "permanently".
Or start using them now, at https://app.elev.io/helpers/
Sometimes if there's a lot going on, it's easy for the hub to get overwhelming. So we're starting a process of allowing you to further filter down what is shown, to help you more easily manage your workload, and the workload of your team.
The first available filter, is to show only the cards that are assigned to a specific user, which you can see below:
In a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).
This will allow you to safely create and manage content that remains hidden from your user base until you're ready for its full release, or, be able to take an article offline if it's deemed no longer worthy of public view until you can repair it.
To help with showing the state of an article, when editing your content you'll now see two distinct labels, status, and viewing.
Draft: If the status of the article is Draft, this means that no matter what, this article is not visible to your end users via the Assistant, the hosted KB, or anywhere else.
Published: If the status is Published, this meant that it is available for reading (pending any access control you have setup).
Revision In Progress: This means that you're currently looking at the very latest version of the article, along with any updates that have been made to it that aren't yet made public to your audience. As soon as you make an edit to an article, it will switch to this state.
Last Published: This means that what you're currently viewing in the editor, is the version that your customers have access to (assuming the status is "published").
If your content is in Draft mode, to get it into the hands of your users you'll need to publish it, which is as simple as hitting the green Publish button.
In much the same way, if your article is already public and you've made changes to it, you can hit the green Publish button to push your updates to be the latest version and available to your users.
If you need to compare the work you're currently doing against the original, to make sure that you're actually making an improvement and not making this worse, you can quickly toggle the view to show your revision, or the last published version.
When viewing your content dashboard, to make it easier to see what still needs to be approved for release, you can filter your content based on its publish status.
If you combine this with filtering by content that has revisions, you can easily see what content is a work in progress, and bulk publish that content when it's ready right from the content dashboard.
Mark content as unpublished
Mark content as unpublished (draft)
Filter by publish status and if the content has revisions
As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference.
This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.
We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.
To help with finding the content that needs the most attention, or just help you find what you want to update, we've introduced a number of updates to the content dashboard to help you get your work done faster.
When viewing your list of content, to the top right of the list is a dropdown that will allow you to sort by the oldest or newest content, or if you're viewing a specific category you can display it in the same order that you're displaying it to your users.
Need to narrow down the content to just the content that a particular agent has contributed to, and in a certain period of time? Filters has you covered.
To help with seeing how people are using and reacting to your content at a glance, two new columns have been added to the content dashboard. Views, and reactions.
Article view count and reactions
Add custom favicon
Option to force HTTPS for knowledge base
Added a new company switcher page for people with a long list of companies - https://app.elev.io/company/switcher
When a custom stylesheet is being used, we now load that in the editor preview
Show labels in custom form email in the same language the user submitted the form in
Improved titles for better SEO
We dedicated a large portion of this month to improve the reliability and speed of syncing content in from third parties.
We also made a major update that means any images that are shown in your synced content, we now download a copy of and display from our own servers. This is a godsend for those of you who were syncing content from Zendesk that was behind a login wall, previously it meant the images couldn't be seen... now they can 👍
Syncing content from third parties stores a local copy of images
Speed improvements for syncing content
We've long provided you with a hosted knowledge base to present your help content in a full page view, but up until now, you've only been able to share public content.
This update allows your users to login to the KB to view restricted content. They'll be redirected to your site to authorise themselves, and redirected back to the KB in a logged in state, to open up access, like the recording below that shows the opening up of top secret content that's for elevio staff only.
You will need the help of your dev team to get this working, see the docs on how to set this up.
When you setup a knowledge-base with elevio, we provide you with a URL like yoursite.elevio.help, if you'd like to control this and change it to a custom domain you can now do so from the knowledge base settings screen, here.
Both the above new features are available now on our Regular and Premium plans.
While working on these KB updates, we made a range of other improvements you can see in the list below.
Added branded pages for 404 and error pages
Added og tags to auto expand links when sharing in social media / chat
SSO for Knowledge Base
CNAME for Knowledge Base
Improved initial page load speed