We’re always thinking of ways to help you be more productive. That’s why we recently released the Hipmob Messenger iPhone app (Android’s coming soon). I want to share the idea behind one of our upcoming features: we’re calling it Suggestype - it helps you respond to customers more quickly, by suggesting canned responses and FAQs based on what you’ve said to customers in the past. Here’s an example:
It scans the contents of your entire communication history with customers: chat transcripts, helpdesk tickets and emails exchanged. From your communication history, it detects and indexes frequently asked questions, and the answers your team sends to customers. We’ll scan sources including Hipmob and Olark chat transcripts, Desk and Zendesk tickets and knowledgebase, Gmail conversation histories, and Salesforce leads.
As you type chat messages to customers, or emails & helpdesk responses, it presents you a 3 options of responses based on what you’ve sent in the past, and what you’re typing right now (see image below). These responses are ranked by
- Frequency: how often they’ve been sent in the past
- CSAT: responses sent to higher revenue and more satisfied customers are ranked higher. You can hit select the response you like, edit it, and hit enter.
We’re constantly scanning and indexing your customer communications, to better understand what kind of questions your customers are asking, and preparing responses to help you respond faster and save time. As Suggestype gets smarter, it prepares canned responses and FAQs you can easily edit, update and publish to your knowledgebase.
Using firefox and chrome extensions, you can use Suggestype in any app where you respond to customers: Desk, Zendesk, Salesforce, Gmail, GrooveHQ, Parature, Kayako, Freshdesk, and many more.
And that’s V1! We’re still working out the kinks, but we should have this in beta in a few short weeks. We’re totally open to ideas, so if you can think of ways to make this better, we’d love to hear them: firstname.lastname@example.org.