User Guide

Any category that you setup in the system you can configure to feed a dynamic FAQ (Frequently Asked Questions) page. To do this, simply go to Manage> Categories within your admin console and then click on the FAQ button to the right of the category to generate a code snippet and copy it to memory.

Paste the generated line of code into the source code of any page of your website to dynamically display the Q&A’s attached to that category that are public.

If you want to hide a Q&A’s from your FAQ page, then simply navigate to that question under Manage> Q&A Records and click on it to edit it and check the “Hide Record From Feed” option and save.

You can easily export Q&A, Log and data used to generate Reports by simply clicking the Export option at the top of the data table you are viewing.

You can select a few records to only export those, or click the top header checkbox to select all records export.

All data is exported in a .csv format and can be opened with Microsoft Excel, Numbers, Google Docs or OpenOffice Calc

You can edit your own profile under the Profile section of the admin console and here you can do things like reset your password, change your alias (name that displays on the help widget when you answer questions) and select which categories of questions you would like to see in your message queue.

To setup new agents or users to access your admin console navigate to the Manage> Agents section of the app and click the Add button to setup a single user, or click the Import button to import a list of new users into the app.

ResponseQue has three access levels… Admin, Manager and CSR (Customer Service Representative). You need to have at least one admin account and this access level allows you access to everything including adding, editing or removing other user accounts. Mangers can setup and edit CSRs, but CSRs can only edit their own profiles and have very limited access to the system only allowing them to basically answer questions that are routed to their queue.

ResponseQue is more than just a communication software it is an automation tool. But ResponseQue never guesses the answers to questions, instead you and your team train it how to respond to questions while using the system yourself an here is how you do it…

As new questions come into the message queue you can assign them to categories of your business, this not only indexes the question in the system properly, but it also routes the question to the appropriate members of your team.

When you answer a question in ResponseQue you don’t just hit the Send button, you select one of three answer types…

• For page specific questions like if someone asks “Does this come in blue?” from a product page these you want to select the Public answer type and uncheck the Global option before you hit the Send button. This tells the system that the answer applies to anyone who asks it, however it only applies to that specific product page and not to any other page of your website.
• If someone asks a question like “What is your return policy?” you will want to answer it as a Public question and check the Global option. This tells the system this type of question applies to anyone who asks it and from anywhere on your website.
• If someone asks a private question like “Can you check on my order and see if it shipped yet?” or “What is my password?” the answer to these questiosn should be between that specific person who is asking it and you and not anyone else, so for these types of questions you want to make sure you select the Private option and that tells the system to pass these types of questions on to you and your team directly in the future.
• If someone asks a question like “I have a holiday sale promo code, when does it expire?” you will want to answer it as a Public type but also set an expiration date for the answer, this tells the system to answer future questions like this but only up until the expiration date.
• Finally if someone does not ask a question but rather makes a statement, or if they ask a vague question that requires you to ask another clarifying question back to them in order to give them an accurate answer, then in cases like these you will want to use the QueryBack answer type. This will allow you to send a response back to the help widget window and will keep the dialog box open for your client to reply through.
  

Note: If you continually use the QueryBack option to respond to a message you will essentially be live chatting with your customer while at the same time continuing to train the system on how to handle future similar dialogs on your behalf.

Using these powerful options when answering your incoming messages you can quickly, organically and effectively train the ResponseQue system how to accurately answer future questions on your behalf which can result in an inbox reduction of around 81% freeing up countless hours and reducing frustrations for you and your team while still ensuring your clients and customers get the best possible support when and where they need it.

Seamlessly integrating the ResponseQue system into your website or online shop is as easy as going to Settings> Generate Widget and following the 5 step customization wizard.

• On step 1 of the wizard select whether your website uses the http:// or https:// protocol.
• On step 2 choose whether or not you want to require your clients to enter in their email address before they ask a question.
• On step 3 enter in the maximum length of a question that you want to receive into the system.
• On step 4 select whether you want a button or a text link to bring up your help widget. If you choose a button, you can select a color for the button and the orientation of it as it relates to your website or choose to upload a custom image.
• Finally on step 5 simply click the blue “Copy to Clipboard” button to copy the widget code into memory and then paste that code snippet into the source code of your website.

You can easily create custom input forms for your website under Manage> Forms. This powerful tool allows you to control what exact data is collected and required from your visitors and all submissions are feed directly into the ResponseQue system.

For example: Let’s say you want to create a Product Return Form for your customers to easily submit a return request to you. All you would need to do is go to Manage> Forms and create a new form. Simply choose the types of fields you want to add to your form on the left side of the window and then configure the field requirements as needed.

You can customize everything from the layout and styles of the form you create (under the CSS section) to the labels and requirements of the data inputs. When you’re done simply click the Generate Form Code button to copy the code snippet into memory and then paste the generated code into the source code of a page on your website. It’s as easy as that!

Now when your customers want to return a product, they can fill out this form on your website and you will be sent all the appropriate bits of information that you need in order to process their request, saving you and your team loads of time and frustration!

With ResponseQue categories you can not only organize your Q&A data within your app, but you can also attach pages of your website and specific team members to them to automate question routing to the right team members.

For example: If you create a category called “Sales” you can then assign specific agents (team members) to that category under Mange> Agents and then assign specific pages of your website like your product catalog pages also to that category under Manage> Quick Links. Doing this will configure the system to automatically route unique questions that come through from those product pages directly to your Sales team member’s queue.

Configure your website sitemap (links to pages of your website) in ResponseQue not only to allow for quick link insertion into your responses, but also to categorize the pages of your website so that ResponseQue can automatically route questions to the appropriate team member based on what web page your customer asks the question from.

For example: Let’s say that you have a ResponseQue Category called “Sales” setup in your app. Under the Manage>Quick Links section, when you enter in the links to your product pages on your website, you can assign them to your “Sales” category and what this means is that anytime a visitor asks a question from one of your product pages the question, if unique, will be automatically routed to only your team members assigned to your “Sales” category.