New in Tender: Auto-suggest workflow update

Will

Posted by Will at March 29th, 2010

One of the most favored features in Tender Support is the FAQ auto-suggest. When a user submits a discussion to your Tender Site, the FAQ will automatically suggest articles to help answer their questions based on what you have saved in your Tender FAQs. It saves time for both the user and your support staff.

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We just deployed an update to the auto-suggest workflow. Previously, when a user submitted a discussion, they were then taken an auto-suggest page with results from the FAQ and given an option to continue submitting the discussion. The downside was that if a user ignored the following page or closed their browser, their issue was not submitted.

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The latest update polishes off the auto-suggest workflow. Now when a user submits an issue it's placed in a delayed queue. If no action is taken from the auto-suggested article results the discussion is then submitted a few moments later. If a user finds a solution to their problem on the auto-suggest page and selects the option that the article helped them, the discussion is then resolved. Lastly, if a user says that it didn't help them, then the discussion is submitted right away so your support staff can reply.

3 Comments

  1. Brady J. Frey Brady J. Frey said on March 29th, 2010

    Is there the ability to turn this off in the admin settings? And I mean ALL of FAQ suggestions.

  2. John McLaughlin John McLaughlin said on March 29th, 2010

    How does this work with email questions and the autoresponder? If a auto responder faq answers their question is their an opportunity for them to atomically mark that or is it only through the web input process that they can mark an issue as being close?

    -john

  3. Will Will said on April 7th, 2010

    @Brady—Right now, we do not have an option to completely disable the auto-suggest. You can turn off FAQs completely, but disabling will probably come later down the road.

    @John—This hasn’t been implemented into email system. That will probably be another step after we polish up some things on the current web ui flow.

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