February comes with a whole bunch of updates across our stack, the main focus for this month in regards to what was released is around:
And various other new features, updates, and bug fixes along the way.
Check out the full details below
Added an Elevio wide ticket deflection benchmark to compare your deflection rate against, you can see this in your ticket statistics report
You can use the Visualizer to add links that open the Assistant to the home screen
Hotspots added via the Visualizer for opening Modules can now be limited to being shown once per user, just like with articles
In the Support module, you can now link to external form for creating support tickets. This is helpful if you have complex forms you'd like users to fill out for your support integration
If the situation requires it, you can now rotate your account secret.
Cross-article anchor links now work when used with the
data-elevio-article attribute for manual article linking (see the docs here)
All customers have been migrated to use the new Smart Groups feature for access control
The support module now has the new GateKeeper for ticket deflection rolled out to all accounts (if enabled).
GateKeeper: Made it more visible that GateKeeper is disabled, and added quick access to enable from the reporting page
GateKeeper: Suggestions page is no longer shown when there are no suggestions
Fixed an issue with onboarding getting caught in a loop
Fixed an issue with floating images in the Assistant and Editor preview
Fixed an issue with GateKeeper suggestions display in Internet Explorer
Fixed an issue where positive deflection page was flashing erroneously for ticket submissions
Fixed navigation on click of
back in the Assistant after ticket deflection
Added the ability to show/hide related articles in the Articles module
Added ability to enforce 2FA company wide
GateKeeper reporting performance improvements, to speed up deflection reporting
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: