nanoRep User Guide
Contents
1. We sell apples See shipping rates and prices here Best regards nanoRep Aviv nanoRep User Guide Twitter nanoRep also leamsfrom Twitter It enables your knowledge base to leam from Twitter posts and to include its answers among those that are provided Get Instant Answers namopRep updalg We released an update b a z To set up nanoRep for Twitter 1 Inthe nanoRep back office select the Social Networks branch 2 Click the Add Twitter Tracker link to display the following Add Twitter Tracker To include Twitter posts in your search results select the desired knowledge base and enter your Twitter username Knowledge base Select Twitter name Cancel 3 Select the desired knowledge 4 Enter your Twitter username 5 Click the Add button Setting Up nanoRep Incoming Email Address nanoRep enables you to associate your support email address with the nanoRep ticketing system and have all your support emails handled in nanoRep To set up this feature forward your support emails to the nanoRep incoming email address These emails are treated in the same way asany other incoming tickets and the questions that they contain are added to the Inbox queue You may refer to the Reps Handling Their Inbox section on page 21 fora description of how open tickets are handled The address to which to forward these emails is generated automatically by nanoRep and is displayed by selecting the Settin2. Step 2 Activate Application Browse to your business facebook page and click on Support in the left menu nanoRep s facebook application Follow the setup instructions on the page to activate your nanoRep facebook application gB Twitter Knowledge base Twitter username Add Twitter tracker 2 Clickthe displayed link to go to nanoRep s Facebook application page 12 Setting Up nanoRep 3 Inthe menu on the bottom left click Add to Page From the popup menu select your business s Facebook page Browse to your business s Facebook page and click Support nanoRep s Facebook application in the left menu 6 Log inusng yournanoRep account s username and password and follow the setup instructions displayed on the screen Additional Options The following descnbesa few more options for using nanoRep For information about supporting multiple knowledge bases automatic AO O translation LivePerson integration and having different widget behavior foreach page on your website contact nanoRep support Email Answer Templates The default text contact signature and sender address of the email answers that nanoRep repssend in response to escalated questionscan be customized using the Signatures branch in the nanoRep back office interface Answer from nanoRep imbox x nanoRep KnowledgeBase to me show details 10 01 AM 0 minutes ago 4 Reply Dear a b com In reply to your inquery do you sell apppis
3. smooh user experience of having their questons answered instantly as hey Move Prough yout website helps improve customer satisfacton With clients fom a wide array of industries who rust i nanoRep as hee powerful customer suppor soludon nanoRep answers ousands of questons every hour 24 hours 3 Gay Wanstoeming cusiomer expenence and al the same bme reducing suppor costs Ask a representative by Gj Email Most Popular Questions gt Whatis nanoRep gt how much does it cost how do contact you Wh mentm re available where can see nanoRep working How n j work how do you answer my questions Ahere can nan vvvvvv vy How do i retrieve my invoice 3 Click the Click here link of the widget type that you want to add to your website nanoRep User Guide Floating Widget Instructions for generating the code snippet are displayed as shown below Witry nance p Produet Pricing Cdr Get ag Conipet Setting up nanoRep Float in your site in 3 easy steps step 1 Add file to your site in order io aow our internate io interact wih your websiie you meed to add an HTML fie to your site Dosnioad the Te fy right clicking on the fodhowineg link avd store ihe Me in ppur web site hosting Dounijad COCrrame Air The full path on your websae on which the file amp stored i e AT pyar donait como rr ame Ann will et feted to s COG Frame Path in het mest step Fleage make sure that COCrrame is hosted on the came dem
4. the relevant label from the dropdown menu asshown below EE Label Urgent Urgent Not urgent Delegate select multiple Working with nanoRep A small box isthen added to the ticket as shown below Open Tick ts A Home p a aes lt Back X Close Next Ticket gt gt S Emaito a Assign Label Status Open Y 2 Pending Approval Inbox Urgent i Inbox 1 s selling any apples H My Tickets What kind of apples do you sell i All Tickets Add comment al Analytics ROI a Conversions Sea ch for quic answers Create New Answer i Traffic Knowledge Base i Unanswered Do you sell apples i Custom Charts we sell apples see shipping rates and prices here i Settings he Email To define a new label 1 Click the Label button and then select the Create Label option from the dropdown menu which isshown above The following window is displayed Label Editor x Label name Urgent Text color Background color Add Update 2 Fillin the fields of this window and click the Add Update button 25 nanoRep User Guide Step 2 Updating the Knowledge Base Handling Pending Knowledge Base Updates Repscan add answersto the knowledge base asthey answer customers or build up answers before they are asked New answersare added to a special queue called Pending Approval where they can be reviewed venfied and edited before being approved and added to the knowledge base to be u
5. Support Made Easy nanoRep User Guide nanoRep www nanorep com nanoRep User Guide Table of Contents Support and Contact infomation 1 cccsssccsssscsnssscnssseensssensseensssennssesnaes 3 DORAE NO IE Ces ia ene mere etter meer sneer erent reete entre er ee rer ee teeter ee ere re 3 Chapter 1 Setting Up NANOREP s ssccsssscsnsssensssesnsseensseensssensesesnssseneeses 5 Vhat IS NANG RED lss aa E a Aaaa 5 FOW ENOTES ainiaan EA A Ai Eaa 5 installing Vidgets sA Sa 6 Floating Embedded and Most Popular Wid gets sssssssrrressssssrrnnrsserrrrnnrssererenne 6 PACED OO KNA IE Eoee A EEE eee ere 12 Addmonal O DUO MS sss aaa 13 Email Answer TEMP lates ccccccsssccecsssssssseeeeessssseeseeeeessssssseeseeeeesesssseeseeeeeesssseeaaeeeees 13 TS etait bares etna Spee ern es og anatase encanta aoe A AO 14 incoming ENe AGG VG SS cciscensesontnteccintsinasbntntntcinecestdiacctwssiaiisdecenasuueaencsntsdenaiesstecatadeuas 15 Chapter 2 Working With nanoRep 1sscsssscsnsseensssensseensssennssensesennesesnees 17 Step 1 Reps Answering Escalated QueStonS ssssssn222nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 17 Custo mers Asking OWUSSUONS wetivetivdesnds cesses ence eetimen evel neecivevevevayexisidndatsdetadetaistniveedeteiene 17 REDS LOGGING in to MANO RED soseri sanns Eaa a 21 Reps Handing Mer MNDOX vosesetoesvovecssinscincacnicieiadsntieteraecinaatassiwecenaiasesanescczancassiasccecedaias 21 EFOD a E E E EEEE EE E
6. TEET 24 Step 2 Updating the Knowledge BaSe ssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnna 26 Handling Pending Knowledge Base UpdateS sssssssssserrrrsserrrrrnrssnrrrrrnrsssrrenne 26 Handling Unanswered QuestionS e sssssssserrrrrssssrrrnnrsserrrrnnrssrrerrnrnnnserrrnrnnnneennne 28 Updating the Knowledge BaSe 2 ccceccccsssseeeeeeesssssneeeeeeeessseeneeeeeeeeessesseseeeeeesssssaees 29 SHED 3 Montonng SAUC S sssini iaaa aaa aaia aaa aaia 32 Support and Contact Information Support and Contact Infomation Support Email support nanorep com Support Phone 972 9 9578069 Sales Email sales nanorep com Sales Phone 972 9 9578069 Important Notice Copynght 2009 2011 nanoRep Technologies Ltd All nights reserved All intellectual property rights in this publication are owned by nanoRep Technologies Ltd and protected by applicable copyright laws and intemational treaty provisons nanoRep Technologies Ltd retains all nights not expressly granted No part of this publication may be reproduced in any fom whatsoever or used to make any derivative work without prior written approval by nanoRep Technologies Ltd nanoRep Technologies Ltd reserves the right to revise this publication and or make improvements or changesin the product s and orthe program s described in this documentation at any time without prior notice The information in this document is provided in good faith but w
7. ain you wa At to oe the Moat i Step 2 Fill in the following parameters Your Account nami Got Shar COC Frame Path Have Questions Step 3 Click generate and paste the code in your website Hoating Widget Customization nanoRep enables you to customize the background colorand text color of the floating widget stop and bottom bar You can also customize the text in the bottom bar forexample to insert your slogan and the background colorof the text area You can also specify whether the widget appearson the left orthe nght side of the screen For more information contact nanoRep support Have Questions Have Questions Have Questions Setting Up nanoRep Embedded Widget An embedded widget issimply a frame that you embed in your webste Therefore you can design anything you want around it The installation process of embedded widgets enables you to specify the size of thisframe Instructions are displayed with the option to generate the code snippet as shown below oRep Support Wist Ey Why nanoHejr Product Pricing Cumomers Company Hag Conimri Setting up nanoRep Embed in your site in 2 easy steps Step 7 Fill in the following parameters Your Account nan docustar E Custom sine wiih 500 Height 350 step 2 Click generate and paste the code in your website Paste the generated Scot in the approprate pation in your wena All Done you encounter any questions during lhe s
8. contains the history of all handled tickets NOTE The Inbox contains questions that have not yet been handled by anyone Click the Send button to send this answer the customer An email similar to the following is sent Answer from nanoRep imbox x nanoRep KnowledgeBase to me show details 10 01 AM 0 minutes ago 4 Reply T Dear a b com In reply to your inquery do you sell apppls We sell apples See shipping rates and prices here Best regards nanoRep Aviv 23 nanoRep User Guide Other Options Comments You can add an intemal comment to a question from a customer orto a rep s Add comment answer by clicking the Add Comment button Comments are only seen by reps are not added to the knowledge base and are not seen by customers Assign The questions in the Inbox can be handled by all reps A question can be assigned to be handled bya specific rep by clicking the Assign gam Assign button and then selecting the rep to which it isassigned Repscan see the tickets assigned to them in the My tickets branch Labels You can define labels for tickets in orderto mark them fora vanety of purposes such asto specify the department to which they belong whether they are urgent and so on To assign a label to a ticket 1 Open the ticket by selecting it in any of the queues such asthe Inbox Knowledge Base or Open queue 2 Clickthe Label button and select
9. e shown 1 1000 Items to show 20 The number of answers to show 1 30 Step 2 Click generate and paste the code into your website A Paste the generated script in the desired position on your webpage Follow the instructions in the displayed window Click the Generate option and then copy the code into your webste immediately before the closing body tag lt body gt 11 nanoRep User Guide Facebook Widget Your Your Company Support Company c a ons ae i oa b rb E m bin eio d i HD TA a i LO AT ed l hi T ua Aau ae Parl h eee Sa ik a The es ee ee pp are ca oe eS ee Pe ae FER E tam HD EEr l De nr i Le i er glee ae a EPE bi a irie ur 17 bhii Miia bm y eye a a D G a a eee Moat P opular Guestlons To setup the nanoRep Facebook application on your business s Facebook page 1 Inthe nanoRep back office select the Social Networks branch Instructions are then displayed asshown below Network ramet Knowledge Base oe Pending Approval Inbox 7 2 All Tickets ail Analytics e Conversions z Traffic i Knowledge Base z Unanswered be Custom Charts 73 Settings i Email i Users f Facebook To set up nanoRep s facebook application on your business facebook page Step 1 Add nanoRep Application Browse to nanoRep s Facebook application page On the bottom left menu click Add to My Page Select your page from the popup menu
10. ed to each answer using the nanoRep toolbar Create New Answer B Z U a nza H a k 7 AA a Zo Add this answer to the knowledge base Yes No Decide later ASS to pending score 22 Working with nanoRep Before sending the new answer to the customer you will be asked to select one of the following options Yes to store this answer in the knowledge base without going through the Pending Approval queue For users with content management pemissions this option addsthe answer directly to the knowledge base For regular reps this option adds this answer to the Pending Approval queue No to discard this answer after it is sent to the customer Decide later for users with content management pemissions this option enablesthem to add this answer to the Pending Approval queue to be reviewed and edited before being added to the knowledge base In the Status field on the bottom left of the screen select one of the following options Open To define that this question still requires attention The ticket is then added to the Open queue which can be viewed and handled by selecting the Open branch NOTE Ifa customer respondsto an email sent by a rep then the ticket is re opened in the Inbox with the updated comespondence Close To define that this question hasbeen completely answered and no longer requires any more rep interaction with the customer This ticket is automatically saved in the All Tickets queue which
11. elup process you can consuli lhe manotep Floal al any page in our site and pos a question if you do Have Questions 7 Til fina me answer you ant Ipoking for nanoRep User Guide The following isan example of a customized embedded widget Instant Answers Type your question below and get an instant answer Type your question into the search box in any language For instant answers type in your question above For best results 1 Type in a full question not just single words 2 Didn t find what you are looking for Try asking your question differently 3 Still cant find your answer Click Ask a Representative to contact our Customer Support nanoRep Most Popular Answers Widget The nanoRep most popular answers widget shows the current most popular questions from the nanoRep knowledge base The list isdynamically updated The installation process of a most popular answers widget enables you to specify the number of answers to show and the number of days from which to extract the most popular answers 10 Setting Up nanoRep Instructions are displayed with the option to generate the code snippet For example as shown below Widget setup Setup most popular widget Your widgets will only work on the following domain s nanorep com For additional domains contact nanoRep support support nanorep com Step 1 Choose widget dimensions Days 60 Most popular answers from this number of days will b
12. gs branch gt Email branch It appears under the Knowledge Base Email Address field my nanoRep English Ra Signatures Home Knowledge Base Inbox addresses In order to recieve emails into your nanoRep inbox forward emails to the following addresses Pending Approval Knowledge base Email address mios an English B042 nanoRep inbox my nanorep com Se se Signatures Create new i All Tickets Basic Signatures Basic English Signature aal Analytics Basic English Signature Dear name i ROI Basic Hebrew Signature In reply to your inquiry i Conversions Shared Signatures i Translations My Signatures i Traffic New Signature P Knowledge Base Best regards Unanswered Aviv a Custom Charts Settings i Social Networks i Users bse Change password Default Signature Limit Users to default signature English Basic English Sij 15 nanoRep User Guide Blank page for double sided printing 16 Working with nanoRep Working with nanoRep The following descnbesthe sequence of actionsthat occurin a typical nanoRep sc enano It starts with a customer end user or webste visitor asking a question on the website It follows the processof a customerrep answenng escalated questions and endswith a satisfied customerand a ncher knowledge base Sept RepsAnswering Escalated Questions Page 17 Step 2 Updating the Knowledge Base Page 26 s Monit
13. idesto users questions the more significant the escalation reduction to your support center reps How it Works nanoRep users repsand administrators use a completely web based interface All of nanoRep s functionality is provided by the nanoRep serversand by a Single line of sc rpt integrated into your website nanoRep isa SaaS Software asa Service system whose software and knowledge base are hosted on nanoRep s servers No client installation is required to obtain the full benefits of nanoRep nanoRep User Guide Installing Widgets Several types of widgets are available such asfloating embedded most popular and Facebook widgets Each can be installed by adding a different code snippet to your website hosting environment or performing a simple procedure The snippet foreach type of widget can be copied from the nanoRep web console If you have questions about or during this setup process you can use nanoRep s floating widget on the nanoRep website Simply post your questions to get the answers you need Have a Question Floating Embedded and Most Popular Widgets To geta floating embedded or most popular widget code snippet 1 Atmy nanorep com click the Home branch which enables easy accessto the first three steps for getting nanoRep support up and running as shown below my nanoRep GP Naoatsdga Base Getting started with nanoRep Penang Agorowat We d tke to guide you through your firs s Your nanc te
14. ithout any representation orwananty whatsoever whether it isaccurate or complete or otherwise and on express understanding that nanoRep Technologies Ltd shall have no liability whatsoever to other partiesin any way ansing from or relating to the information or its use Any software described in this publication is fumished undera license agreement All other trademarks are the property of their respective owners Other company and brand products and service namesare trademarks or registered trademarks of their respective holders nanoRep User Guide Blank page for double sided printing Setting Up nanoRep SSE Setting Up nanoRep What is nanoRep nanoRep isscalable web based help desk software with ticketing support a self leaming Q amp A knowledge base and on the fly multilanguage translation nanoRep createsa self service expenence for visitorsto any website Facebook page CRM interface and so on Customers get instant professional consistent and accurate answers across different channels from a single Q amp A knowledge base nanoRep helpsreps handle escalated tickets professionally until they are solved while dynamically leaming and building up its knowledge base in orderto answer even more questions automatically e The more accurate the answers nanoRep providesto visitors questions the higher the probability of converting visitors into satisfied customers e The more instantanswers nanoRep prov
15. n click the Aska representative by email link at the bottom of the floating widget to display the following window Get Instant Answers what is nanorep Emai a b com Phone lore Details we respect your privacy and will keep your email confidential powered by nanoRep The customer can then enter hiyher email type in more details about the question and click Submit 19 nanoRep User Guide A confirmation message is then displayed for the customer on your website Get Instant Answers We will reply to you shortly powered by nanoRep NOTE Chat escalation is also available with LivePerson chat integration For more information contact nanoRep support 20 Working with nanoRep Reps Logging In to nanoRep To log in to nanoRep 1 Navigate to my nanorep com from any standard browser The following is then displayed my nanoRep Please enter your credentials Usemame user account e g username account Password s_ ssssssssss Keep me logged in on this computer Don t check this box if you re at a public or shared computer 2 Enter your Usemame Password and click the Keep me logged in option If needed you can reset a nanoRep users password by selecting AO the Users branch selecting the users name selecting the Edit option and then selecting the Reset Password option Reps Handling Their Inbox When a customer escalatesa question to a rep the Inbox branch in
16. naakep eager EER Sle as eee ee b peel T r hb ene hg bps ie ely hee ie eee hee ete pee ad ee bal oat u G haj T TE E AE CT a Desa FT eae eT dir SITATET BAST a pees ET amr hari Pe fhe oym prt riley ahs r ar 1 a it a Dep Wi P E pa ey Tae y Hia Soi me a i hp DLA Ty Die myg i bo a E ays er aaa eee al dir HEE T IITE YF a ites ai TH tir eae wic a poisk oo aa a t r ikes De eoira in to or Ghee eee ee Pace cee ele pai iep ee omy T poeira page T er fees at acd ma eee oy beets eve a comenca A en e Erb mek Spr hae ad ST oo mt T 29 nanoRep User Guide 2 Click an answerto open it for editing as shown below S ume P u Pon poas O tam Opa w Masa wh an a Come m Teo tec gt Kiei Be Lean weet Tev Rn O sap S la whew ore 3 Edit the answer asneeded wA BABES LE E a Rw amp eee Leet Modiicatem ss op Set the expiration date for this answer if required asshown below Modifications Last Modification 4 weeks ago by ofer 4 weeks ago Created by ofer Expiration July 2011 Su Mo Tu We Th Fr Sa 1 2 a 4 S 7 8 49 10 41 12 13 14 15 16 17 18 25 20 2i 22 23 24 25 26 27 28 29 30 31 Working with nanoRep 5 Checkthe Enable Chat Escalation checkbox to provide customers with the option to chat with a live person in the nanoRep widget Forexample asshown below Get Instant Answers what is nanorep What is
17. nanoRep a pie nanoRep is a self learning customer support solution designed to address website abandonment by delivering accurate answers to customers questions in real time J With customers from a wide array of industries who trust nanoRep as their powerful customer support solution nanoRep answers thousands of questions every hour 24 hours a day transforming customer experience and atthe same time reducing support costs a a 7 Ask a representative by amp Chat powered by nanoRep 6 Associate additional questions for this answer by clicking the Advanced link The following window isdisplayed Phrasings Editor eee 1 Do you have an API Edit Remove Set as Title 2 Can my program connect to nanoRep Edit Remove Add a new phrasing 7 Click the Save button NOTE You can click the View All link to see a history of the modifications to this answer 31 nanoRep User Guide Step 3 Monitonng Statistics A vanety of big picture and dnill down reports are provided describing various aspects of knowledge base rep customer and question answer statistic s Select the Analytics branch to display a dashboard of performance and statistical reports or one of the sub branches of the Analytics branch to see this information in more detail The following descnbesa few of these graphs e Q amp A Traffic Shows how many questions were asked in the nanoRep widget how many were answered automa
18. ness Baan Triera a forgot login password 120714 F DO Agd to Kryeage Gase Dei n Chaar For examgie PLE 2 G Add ia Kineuwllecine Base Briste iwant io g i returned THOR z LF Add to Firecwiedoe Base Debate g Settings IF I HAVE AN ACCOUNT AND wont LF Ack to Kronatedge Base Delete ee what do we have to adn 2 D Agata ringmieage Base Dewe iinei Like seams cami 2 Q Adii kewi Base Drie Daiei piu can Speak english pini 2 GF Add 46 Knowledges Lace Unite 28 Working with nanoRep 2 Click the Add to Knowledge Base button on the nght of the relevant question to display the following and to answer the question Add a new answer x Bi U Bat oe die 55 E A Ay B Fy Font 7 Size E Source a forgot login password advanced in I Ill hhh Il T Wa Your answer here Cancel Add Updating the Knowledge Base From time to time you may want to change add ordelete an answer in the knowledge base Thistask can be performed on an as needed basis To update the knowledge base 1 Click the Knowledge Base branch The following is displayed 3 Fr D mn G seat 2 ie i aig idee CF bia iarr m Fimke ipone Bann Pe rece oe as a T Mir mu en B nias ie pm Ai Hee ar rae gri mel dana mi sesno an om moam drei w A EE a lamn Fa iea i Pa saig tg l aapna Hia go Ipa i a gt ma D e ce ee et Carre iiem dei te pare ce biep m my ee Time liters B ite ee imeal pobre egy as qe re im ma Tair bips cae pidm hy
19. oring Statistic s Step 3 Page 32 Step 1 Reps Answerng Escalated Questions Customers Asking Questions The following descnbesa typical scenano of a customer asking a question through nanoRep Have a Question A customer end user or potential buyer visits a website and seesthe nanoRep widget floating around the website offering help 17 nanoRep User Guide The customer types in a question Ifa smilar question was asked previously ora customer rep previously defined an answer to this question orto something similar then an answer is instantly displayed forthe customer in the nanoRep floating widget asshown below Get Instant Answers what is nanorep What is nanoRep D Fal nanoRep is a sel leaming customer support solution designed to address website abandonment by delivering accurate answers to customers questions in real time J With customers from a wide array of industries who trust nanoRep as their powerful customer support solution nanoRep answers thousands of questions every hour 24 hours a day transforming customer experience and atthe same time reducing support costs rr il Ask a representative by Eas Email Chat powered by nanoRep Aftera short time your knowledge base will contain enough answersto address 90 of your customer s questions in this instant and automated manner Working with nanoRep If the customer still wants to contacta rep then he she ca
20. p Stal ends 279 Gays See out Pong Ostana towards an efficient nanonep customer service Open Sa 7 gt ran 2 EA mi Analytics Start your knowledge base K Add Users and ae Get the widget s pric ROI with 10 answers vw Representatives NST ah E E BREIE AOT E OSERE Trafic Setting Up nanoRep 2 Click the Getthe widget button The following information is displayed enabling you to geta code snippet forthe widget of your choice Widget setup Floating widget The floating widget follows your customers as they browse your website allowing them to ask their questions instantly at any page keeping them focused and engaged driving them to a purchase decision driving sales and site conversion Click here Embedded widget Designed to augment or replace your contact page one central search box answers your on line customers instantly with precise answers driving customer satisfaction inceases conversion while providing 90 escalation deflection Click here Most popular widget Shows real time most popular questions from your nanoRep knowledge base Click here f te Social media widget Intergrate the nanoRep widget into your facebook or twitter Click here Have Questions what is nanoRep a What is nanoRep a nanoRep is a self learning asstomer support solution designed to address wedsde abandonment by delivering accurate answers to customers questons in teal tne ni The
21. sed to answer future relevant questions instantly To handle pending knowledge base updates 1 Click the Pending Approval branch to display the list of updates waiting to be edited and approved forthe knowledge base of answers 2 Clickan answerto display the following my nanoRep Ft Home D Hncetedge Base inbow fi Open 1 a tys ano H ct EEZ at a a ABOS AN Tacha bal Analytics D you li peaches Gee Dippin iiti 28 picid fare Have a Question 26 Working with nanoRep You can edit the answerusing a vanety of links images videos and text types which can be easily added using the nanoRep toolbar For example the Link tool enables you to add a link to the answer You can link to a URL email or another answer in the knowledge base The Image tool enables you to add a picture to the answer lhl ot tm A Ay B gp g My iili BI U H e a Ae f You can click the Source E Source button to display the HML code of the answer You can then edit the HML which enables you to add more advanced featuresto the answer such asa YouTube video Click the Add to Knowledge base button to add the new answer to the knowledge base to be available asthe answer to future relevant questions Or You can click the Save button to save the changes but leave this answer in the Pending Approval queue Altematively you can use the Search for existing answers field where you can type ina query
22. the nanoRep back office displays an incremented number as shown below my nanoRep Heme ey y TASS Poe C Reres X Cse i Asser ae New tenet Dwest io Penang Aope al serg any apples ae corn Open 1 An Tickets mi Anatytcs RO Conversions Tac Knowleoje Base Unanswered Custom Charts D Settings Umas Socal Networks Users 21 nanoRep User Guide To handle the Inbox 1 Click the Inbox branch to display the list of unhandled escalated questions or the My Tickets branch to display a list of questions that were assigned to you by another rep or administrator using the Assign button 2 Double click a question s row to display the answer editor as follows E my nanoRep tae EE ax B lt Sect x Com Metta gt gt A inet A Aue Leci Situr Osm Pinang icoroval CENS ang any appes Al Tichets What baad of ancien Ge you pet Unancwered Craton Cheats fie you saf apptes a we tei sepies G Semap 804 supprig ines an3 orices fers 3 The Search for quick answers field presents suggested answers taken from your knowledge base You can also type ina query to find additional answers in the knowledge base You can then click anywhere on a relevant answer to send this answer to the customer You will be able to edit the answer before sending it to the customer 4 Youcanclick the Create New Answer button to type ina new answer forthe customer A vanety of links images videos and text types can be easly add
23. tically and how many were escalated to a rep e Escalated Reduction Shows the same information asthe Q amp A Traffic report in the form of a pie chart e Knowledge Base Size Shows how many questions are curently in the Inbox and Pending Approval queues It also shows how many questions and how many answers are in the knowledge base A single answercan have multiple related questions Each graph providesa toolbar of optionsto export the information zoom in orto redisplay the default view HOR 32 Working with nanoRep You can create customized charts of yourchoice by clicking the Custom Chart branch The following will be displayed ii dl i Fi bene m mo r F I Tame genau ie I Tah aes cage T T Fiemeiectige Pans Ga De ates k Te A ag Take Forna Piden 33 nanoRep User Guide Blank page for double sided printing
24. to find existing answers in the knowledge base If one is relevant then you can Click it to teach the knowledge base that this answer applies to the same question 27 nanoRep User Guide Handling Unanswered Questions When a customer asks a question for which no automatic answer was found in the nanoRep knowledge base the following is displayed indicating that no results were found Get Instant Answers what time is it in China No results Ask a representative by W Email powered by nanoRep The customer then hasthe option to click the Ask a representative by link If the customer doesnot click that link then this question is categonzed as Unanswered To answer unanswered questons 1 Select the Unanswered branch to display a list of unanswered questions F English English Unanswered Chesstions Home wen Dimoso C Retresn Knowledge Base why aoni 5 Te Add T Deet Pending Approval 11 pow amni d G Addin Knowlecips Base indene Es inbox 1341 Wal amp a domain TFT 4 LF Ach io Kriege these Uei All Tkkels Is it riab Pe 11 d a Add io Kioski Bie Delete ARA us 1A a D Aad fo Krem thats Dekie zy ei whith countries aom 3 G Add io ktnewiincine Base Deise 3 dont hava eri 3 GF Add io Hnowlage Dasa Delete k SE Petry coe you iheni aami a a Add to Krermiedge Dase Delete La THT where are Ine products TT 3 Add to Kingatedoe Base Desens Knowledge Base domain trarster 140711 2 G Add io Fine
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