Welcome To Our Customer Service Portal


Dashboard overview

The dashboard provides you with the ability to keep an updated view of your customers activity in Nanorep.

Engagements, self-service resolutions and rechanneling

Nanorep provides your customers with self-service channels that they can access from multiple touch points (Widgets, FAQ article...). Each time one of your customers interacts with a Nanorep touch point, one engagement is counted.

Engagements include:

  • Asking a question on your website using Nanorep widgets
  • Viewing an FAQ answer
  • Reading an article on your Support Center

An engagement is counted as resolved by self-service if:

  1. Nanorep provided an answer from the knowledge base.
  2. The user did not provide any negative feedback.
  3. The user was not re-channeled to chat or email agent.

 

If Nanorep did not find an answer, or if the user provided negative feedback, the engagement is counted as unresolved.

Whether or not there was an answer, If the user was re-channeled to chat or email agent, the engagement is counted as rechanneled.

Examples:

Here are some example use cases and their effect on engagement.

 

Use caseResult

User asked a question on the widget and received an answer.

RESOLVED

User viewed an FAQ item.

RESOLVED

User viewed an article on the Support Center.

RESOLVED

User asked a question on the widget but did not receive an answer.

UNRESOLVED

User asked a question on the widget, received an answer. The answer was missing the information they wanted and so they clicked 'dislike'.

UNRESOLVED

User asked a question on the widget, received an answer, then started a chat conversation with an agent, or submitted the widget contact form.

RECHANNELED