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The Support Bot Module turns your bot into 24/7 support machine. Your customers send inquiries directly to the bot (using IM). The Bot then accepts these messages and notifies your human support about a new message.
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#REDIRECT [[Alive Support Bot]] |
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== Overview ==
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The bot stands in your office and customers are able to IM the bot:
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* bot accepts customers' messages and stores them in the database
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* a notification is sent to your human support staff
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* human support (or you) pick up the message(s) and reply
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You won't loose a single message: bot is online 24/7. All IMs are being stored in a database, and you can access them using a web browser.
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== Support Bot activity step by step ==
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The following steps describe the work of the Support Bot. You can try it live at [http://slurl.com/secondlife/DuoLife/197/99/32/ SmartBots office] (we use this bot ourselves).
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=== Step 1. Accept customer's message ===
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You should position your Support Bot in office and show that bot accepts support inquiries (a poster is available).
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# Customer starts by sending IM to the bot.
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# Bot sees that someone is typing a message and replies immediately: ''"Dear Chevonn Edelmann, welcome to SmartBots! I'm support bot. Please send your inquiry to me, I shall forward it to our online managers."''
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# Customer sends the first line of the message (for example, "Hi")
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# Bot replies: ''"...please keep typing your message. Say "done" when you finish typing your question/inquiry."''
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# Bot records the message until customer say "done" [[Image:SupportBot1.png|link=|center|border|550px]]
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=== Step 2. Delivering message to all your human support ===
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You have someone who takes care of customer inquiries (you or your support managers). Bot sends the notification to all your managers, asking them to contact that customer.
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This message sent to your support staff:
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[[Image:SupportBot2.png|link=|center|border|550px]]
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=== Step 3. Picking up the message ===
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When one of your support staff comes online, he replies to the bot with a special text ("CONFIRM-CONVO #" where # is the number for the current message) and bot assigns that contact to the manager.
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[[Image:SupportBot3.png|link=|center|border|550px]]
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=== Step 4. Checking the history of support messages ===
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All support messages are being stored, you can view them at any time using your browser:
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[[Image:Alive-bot-web-interface.png|link=|center|border]]
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== Purchasing Support Bot ==
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You can turn your personal bot into an Alive Support Bot:
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# Purchase the Alive Support Bot module
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# Assign it to your bot
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[[Alive Bot Modules|This page]] explains the process in details.
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[[Category:Personal bots]] |
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__NOTOC__
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