Back in August 2016, we launched our ‘Knowledge Base’ allowing users looking for help to browse a host of support articles and video walkthroughs covering all the various features found within the Erudus solutions. At the same time, we added ‘In-App’ support making it easier for users to contact our support team if they couldn’t find what they were looking for.
This was a significant step forward for us, in providing a better level of support to a rapidly expanding user base. Its worked well over the past two years and we’ve helped thousands of users, and now we want to make it even better!
We’re pleased to announce our new help desk is now live and with it a number of exciting new features that we’d like to tell you about: –
Re-designed knowledge base
We’ve re-designed the knowledge base, giving it a new look and making it even easier to find the information you’re looking for with our new intelligent search feature.
The new look knowledge base is now live and can be accessed from the ‘Help’ menu within all our solutions.
Need an answer straight away? Then start a live chat with our support team! We’ve added live chat options right into the support widget, making it even quicker to get the answers you need.
When we say live chat we mean live chat, your talking to a member of our support team, no robots or automated answers its a real person at the other end!
You can access all your previous live chats with us, and we’ll even email you a copy of the chat transcript once it’s finished. A growing number of users have asked for this, and we think it’s going to be a great addition to how you can interact with us.
Better in-app help
The support widget is also new, less intrusive and comes with a fresh new look and some powerful features. We’re excited about this as for the first time; we’re able to provide you with dynamic support articles.
Dynamic Support Articles
What do we mean by ‘Dynamic Support Articles’?
Being able to suggest relevant support articles to you based on the page your viewing.
Simply put, its the right help, at the right time, in the right place! For example, if your a manufacturer user viewing your manufacturer dashboard then the top support article you’ll see when you open the support widget is the ‘Supplier Dashboard – Navigating Your Way Around’, which gives you an overview of all the features and options available to you in the manufacturer dashboard.
Dynamic Support Articles will be available throughout all Erudus solutions, and more ‘Navigating Your Way Around’ guides are to be added over the coming weeks.
We are extremely pleased with the added functionality that the new support desk brings, and we’re confident it will make communicating with us and finding the help and support you need even more accessible.
We’ll be keeping a close eye on how users interact with both the new knowledge base and support widget over the coming months, no doubt we’ll be tweaking a few things to make it even better again!
As always we’d love to hear your feedback on the new knowledge base and support widget, why not drop us a message via the new support widget to let us know your thoughts?