Halp Answers is changing the way internal operations and support teams work. Repetitive questions can be answered quickly with dynamic responses and even automatically deflected in Slack. We wanted to give you a peek under the hood so you can better understand Halp Answers and how it can work for your team.
As companies around the world have shifted to working remote full time, internal operations teams have become more important than ever. At the same time, budgets have been tightened and teams are looking for ways to automate workflows to support more users. The need for automation has to be carefully balanced with providing a great user experience. Operations teams know that just one or two bad experiences can cause users to lose trust in support teams.
We took both of these competing requirements into consideration when designing Halp Answers to give Operations teams the ability to create an experience that’s perfect for their team.
⚡️Keyword and Phrase matching
The first key aspect is matching the right questions to the right Answers. We wanted to give operations teams as much control as possible over when an Answer would be recommended.
We knew we didn’t want to design a black box system with no visibility into why an Answer was being recommended. After many interviews with customers and testing on our end, we found that the best way to do matching was through keywords and phrases.
Now when you create an Answer, we automatically pull relevant keywords and phrases from your content, and give teams the ability to edit and add their own.
For example if you created an Answer for “the office wifi password is Bananas”, our system will automatically suggest native language terms like; “wifi password”, “office wifi”, “office password”, or “what is the office wifi password”.
Recommending Answers to Agents and End-Users
Once an Answer has been matched, there are two options for how it gets displayed.
- By default, the Answer will be provided in the Agents Triage Channel in Slack in the thread of the relevant ticket. This allows Agents to first verify that it is the correct answer and then send it to the user. Think of it like a smart canned response
- You can also set up certain Slack channels to provide Answers directly to the end user. They can accept relevant Answers, and resolve their own tickets.
Creating and Importing Answers
This all sounds great, but in order for it to be useful, there needs to be a library of Answers!
The knowledge probably already exists somewhere at most companies, so we make it easy to bring that knowledge in without having to create another knowledge base. Connect your Confluence instance directly with our integration, or add a new Answer in the Halp web view with a URL that links to any piece of content.
You can also build up your Answerbase as you use Halp. Mark any message in Slack with the emoji to create an Answer and edit its keywords right from Slack.
Keep it Personalized, Fresh, and Human
Finally, we wanted to make sure that using and maintaining your Answers was a breeze.
When you’re using an Answer, it’s nice to not sound like a robot. Placeholder Variables allow you to have personalized automatic responses to tickets without having to edit each instance in Slack. We currently support two variables: name and ticket number. Set-up the template once, in less than two minutes and let Halp Answers do the rest.
We recognize that knowledge in organizations often gets stale, and it’s not exactly useful when stale information is offered to solve a problem. We made it easy to disable stale Answers so you can be confident you’re providing a world-class user experience.
We’d love to get your feedback on how we’ve evolved Halp Answers or comments about Halp! Drop us a line via email to firstname.lastname@example.org or join the Halp Ops Community!