Proactive Aiding System - Push knowledge
- Before: Query, Now: Proactive Aiding
- Video: Proactive Aiding in Messenger App
- Proactive Aiding - Use Cases
- Adding push triggers to articles
- 5 types of triggers
Before: Query, Now: Proactive Aiding
Traditionally knowledge base systems will surface content triggered by a user query.
Web1on1 added Proactive Aiding, pushing knowledge or instructions on specific system interactions when it is most relevant.
Video: Proactive Aiding in Messenger App
Proactive Aiding - Use Cases
Article pushing can be used for communicating instructions or suggesting utterances.
Use case: Communicate company wide info
Example: Pushed on Joining a conversation
Type: Suggested message
Title: Our Bradford branch is closed for maintenance
Our Bradford Branch in closed for maintenance. Sorry for the inconvenience. We will be up and running in a few days.
Other Join-push examples:
- Tone of voice instructions
- Service interruptions
- Company News
Use case: Communicate special offer
Example: Pushed on Category select: Leasing
Type: Suggested message
Title: Interest rate 0% - pushed on leasing category selected
When signing a private lease contract before x, you will profit from 0% interest rate. Please check terms, to see if you qualify.
Use case: Communicate Form conditions
Example: Pushed on Form select: Private Lease Quotation
Title: Important: Age-check needed
Age limit for private lease is 75 years, make sure you check your prospects age.Push notifications can be used to suggest message text, but also for instructions.Pushed on Form select
Use case: Instruction on follow up actions
Example: Pushed on Form Submit
Title: Send promotion code
Thank you for submitting, don't forget communicate the promotion code: summer2020. Your client will profit form a 20% discount on their next order
Other Form Submit push articles:
- Reminder to trigger CSAT bot
- Book follow up task
- Suggest additional product / service.
Use case: Tagging Intents and pushing Approaches
Are you using tagging in conversations for reporting or intent registration? Tagging can be combined with pushing articles. For example to recognize (and tag) a Contact's intent and to display a conversational Approach.
Example: Pushed on #Tagging
Title: Approach to #open
This is what the card could look like to reflect a Conversational Approach:
- Where would they like to come by for a visit?
- >locations for opening times
- Interested in a specific car? Ask smart questions to clarify the context. Do not overdo this; visitor = seriously interested
- Not interested in a specific car yet? Ask smart questions to determine demands.
- Steer conversation towards showroom visit
- Lead? Ask for name, address, telephone number, email + mandatory fields
Adding push triggers to articles
To add a push trigger to an article; navigate to: Settings > Knowledge > Select (or add) an article. Set a trigger by selecting an system-event specifying a trigger. Then: Save.
5 types of triggers
ChatShipper supports 5 types of Push triggers.
Join / Accept
Article pushed when joining a conversation
Article pushed when a specified category is set
Article pushed on form select
Article pushed on form submit
Adding a specified #tag, will trigger article push