RevTwo is revolutionizing the way support is delivered for mobile apps and any products that may be associated with them. Built for today’s most popular platforms, learn how to add it to your iOS and Android apps.
A full featured solution includes both Self-Help and support. Many users want to find an answer quickly and use Self-Help for that purpose. Its available any time and without waiting. Self-Help can be used on its own or along with Tickets.
When an app user like Bob wants to ask a question, he is opening a ticket. Tickets can have AnswerBot responses returned immediately that best match the question and attached data. If the AnswerBot satisfies Bob's question, it never required an Agent to respond. If the app user still wants help, the ticket will be handled by a support agent like Angela. Angela can exchange chat messages with Bob to provide help, or insert AnswerBot articles. If deeper support is needed, Angela can start a support session with Bob, where they have audio, screen sharing, and diagnostic tools like logging, file browsing, and database viewer.
RevTwo has a library you add to your mobile app to provide support. It has ready to use views that can be simply added to your app and used immediately. There is an API that is used to customize behavior or allow deeper integration. When you embed the RevTwo library in your mobile app, you can choose which of these capabilities to enable or expose to your users.
RevTwo AnswerBot™ articles are the knowledge base or FAQ that users can read to find solutions to their problems. AnswerBot presents articles in a flexible way with featured articles on the main page, then with categories and answers below that. Bob can browse around and read these articles. If Bob searches, the AnswerBot uses its AI to find relevant articles even if there is no exact match to any term. If Bob's phone or app is set to a language other than English, he will automatically get the content in the correct language.
Adding this view to your app lets you maintain the articles in the Workbench with up to date information. It stands on its own, so FAQ can be the only feature available to users, such as in a first release.
You only need to create an iOS R2FaqTableViewController or an Android KBAnswersActivity (they both do the same). This view handles display and searching articles.
The way to interact with mobile app users like Bob is through Tickets. Bob can ask a question and get automated AnswerBot responses or support from an agent like Angela.
The My Tickets view has an input to ask a question, then a list of open and closed questions. When Bob taps on a question, the chat view is displayed where he can send new messages or see the history of previous messages. Closed questions are shown so Bob can reference an old question that contains an article or helpful information.
The My Tickets view shows a blue dot next to each ticket that has unread chats. Chat activity will also cause a notification sent to the mobile phone (iOS needs to be configured for Push Notifications ).
Tickets created on a mobile phone contain the language. If the language isn't English, the ticket can be routed to Agents who speak that language in the Workbench. The API has a function to set the language if you need to override it.
Tickets can include one or more tags that let the system route tickets to the right Agent, or indicate the intent. Using the API, tickets can also contain location. The API can also enable ratings when Bob closes a question.
The typical way support is done: User Bob asks a question and support agent Angela can answer it. This ensures professional support, but requires support staff. RevTwo gives you another option: Community support is like the way open source software is supported, by the community of users. By adding the Community Tickets view in your app, you can let users help each other. Say Linda is an app user who wants to help Bob. Linda can see the open tickets, with indicators on the tickets that have unread activity. By tapping on one, Linda can chat with Bob. If Linda follows the ticket, she will get notifications on new chats on followed tickets. The chat stream shows each person's identity and different colors to keep things clear.
Here are some examples to show the possibilities:
Some apps don't make sense to have professional support staff. These include apps for non-profits or people with shared interests or hobbies. If Community Support is built into an app, users who want to help others can simply start answering questions. The people who answer questions will gain credibility within the group. This is the simplest because it doesn't require any knowledge of users or status, etc.
Users can have the option to flag objectionable content and then a moderator can decide if the content should be blocked or reinstated (flagging objectionable content is an Apple store requirement).
If an education app is organized around classes, all students may be able to ask questions (My Tickets) and those tickets are tagged with the class, such as "math101" or "lit45". The experts may be teacher and aides. They have access to the Community Tickets view where Linda can see all the open questions and chat on them. Linda even has the ability to make a support call to Bob and share his app screen. Your app can control who has access to the Community Ticket view and how to use tags to limit their scope to tickets in their class. There might be experts who have access to all tickets tagged with "math", not just in a class.
Your app can choose who can see community tickets and what tags should match, giving many options to bring the right people together.
Gamers can create an in-app forum where they ask questions and chat on topics with other players. Tagging can bring together gamers who are at certain levels.