How much time would you save if you had to answer each support question only once?
Being in an operational support role often feels like groundhog day. Regardless of how many knowledge-based articles you write or support documents you create, you still end up answering the same questions over and over.
As a Slack-based ticketing tool, we’ve seen firsthand how repetitive questions result in context switching and lost productivity for our customers. But we’ve also seen the smart ways our customers are using Halp to eliminate some of those redundancies. Below, we’ve broken down some of the top questions that can be automated easily in Slack and how you can use Halp to do it.
The smartest way to resolve requests in Slack
Today, Halp officially launched Answers out of beta, offering IT and business operations teams an easy way to capture and automate answers to frequently asked questions in Slack. Unlike other offerings or manual ways of managing requests, Halp Answers actually saves teams time, eliminates ticket backlogs, and empowers end users with fast issue resolution – without ever having to engage an agent or create a support ticket.
Some of our favorite Answers features include:
- Auto-answer queues: Configure keywords to auto-suggest answers before a ticket is ever created. Powerful machine learning scans Slack messages for relevant phrases and deflects tickets without agent intervention.
- Value and performance reporting: Quantify the effectiveness of the answers you’ve created and amount of time saved. Identify gaps in processes and documentation so that you can justify resource allocation.
- Emoji quick actions: Add a 📖 to any message to store as a response for future use. Customize the matching keywords and insert variable fields as needed.
With Halp Answers, you won’t have to repeat yourself as much. This has helped our customers cut down ticket volume by nearly half. And no matter what your role is – from customer support rep to HR manager – you can find FAQs to automate in Slack, like the ones below.
1. “How do I reset my password?”
In today’s security-conscious workplace, two-factor authentication tools and regular password refreshes have become the norm. But for less tech-savvy employees, this can lead to a lot of confusion because of factors like access codes, YubiKeys, and account lockouts.
Some of the most common requests that IT Ops teams receive are instructions on how to reset passwords. Creating an automated reply with easy-to-follow steps or a resource link could save your team hours of repetitive responses per week. You can also automate other common IT malfunctions with Halp, like how to connect to the office printer or how to fix common VPN issues. No more pinning a sticky note of common links and responses to your desktop.
2. “Where can I access my benefits portal?”
As HR and People Ops teams hire more remote workers, they have to manage most of the onboarding process using digital channels. In the first few weeks of a new job, there’s typically a long list of tasks to be completed, ranging from benefits elections to hardware setups. As new employees battle information overload, they’re bound to ask questions that are already documented in their onboarding resources.
This puts a huge burden on HR and People teams, especially for large companies that onboard large groups of employees on the same day. FAQs, such as how to access your benefits portal or where to submit expenses for a home office setup, are easy to automate and link to your knowledge base.
3. “How do I update a field in Salesforce?”
SalesOps teams are traditionally small but mighty, supporting tens or even hundreds of deal desk admins, solutions engineers, field reps, account managers, and more. They’re constantly fielding the same questions and requests in Slack about everything from contract policies and quotas to territory maps and Salesforce statuses.
While some questions require custom responses or troubleshooting, simple FAQs can be resolved easily with an automated Halp Answer containing quick explanations or knowledge-based links.
4. “What’s this new button on my settings page?”
For those who work in customer success and use shared Slack channels to communicate with your users, this scenario may be familiar: product releases a feature update, your customers miss the in-product notification, and confusion rises. You then get questions across your shared channels asking things like “where did [this button] go?” or “what happened to my [settings page]?”
Creating a temporary automated Halp answer with details about the product change can save you time and tickets. You can also do this for product bugs or temporary service degradation that your customers might flag.
5. “Why can’t I access [insert tool name]?”
Every IT team has encountered a bug or outage that impacts employee services. Regardless if the issue pertains to an external tool, suddenly the IT team is bombarded with complaints and troubleshooting questions.
Rather than repeating yourself or counting on every employee to check the company-wide announcements channel, try responding with a quick, canned message. You can temporarily enable an automated reply to employees that mention the issue and link to relevant status pages, documentation, or troubleshooting resources to help curb the backlog of questions.
Test the limits of Slack automation
These are just a handful of ways that operations teams can automate answers in Slack, but Halp users are constantly finding new and creative ways to automate their work.
Interested in learning more about how you can automate answers in Slack? Catch our talk at Slack Frontiers on Tuesday, November 16th at 11:30am PT, where we’ll showcase the latest updates to Halp Answers and other Atlassian innovations, like building products that fuel the future of work with Slack and Atlassian
You can also register to attend our upcoming webinar on Wednesday, December 15th at 11:00am PT to catch a live demo of Answers, learn more about the types of responses you can automate, and catch a sneak peek of some exciting new features that we have planned for 2022!