Role definition: Account Manager
As the Account Manager, you are responsible for monitoring the day-to-day running of the Nanorep application of your site, ensuring that everything runs smoothly and that customers are happy with the responses they receive via the Nanorep interface. Account Managers have full access to the entire Nanorep back office, and can perform all tasks. Many of these tasks fall under the direct responsibility of either the Agent or the Knowledge Base Specialist, with the Account Manager monitoring the situation, and acting in a supervisory role.
To Log In
Prior to performing any task, you need to log in.
1. Navigate to the Nanorep console: https://my.Nanorep.com/console/login.htm.
2. Log in, using your username and password. Your dashboard is displayed, and will look similar to the following image:
You can add new users to the back office. During the adding procedure, you will define their role, as either Agent, Knowledge Base Specialist, Account Watcher or as another Account Manager.
Adding new users
1. From the Nanorep dashboard, go to Settings => Users.
2. Click the Add New User icon . The Add New User dialog is displayed, incorporating descriptions of each type of user:
3. Complete the fields and select the appropriate role, as required.
4. Click Update.
Adding new user groups
If you have many users, and different Knowledge Bases within your system, you can create separate groups of users.
1. From the Nanorep dashboard, go to Settings => Users.
2. Click the Groups icon to display the following dialog:
3. Click the Create Group link. The following dialog is displayed:
4. Give the group a name, and specify the values in the remaining parameters as required.
5. Click Save.
You must ensure that all tickets are handled. Tickets need to have agents assigned to them. This can be done according to a number of methods; by the Agents themselves, if they have the correct privileges, or group permissions, or you can assign tickets to Agents.
Assigning agents to handle new tickets
1. From the Nanorep dashboard, navigate to the Tickets tab.
2. In the dropdown list, select New Tickets. The new and unassigned tickets are displayed.
3. Select the checkbox next to a ticket, and click the Assign button. A list of agents is displayed.
4. Click the name of the required agent to immediately assign them to the ticket.
Handling Open Tickets
Open tickets can be new tickets, or tickets which require further investigation.
In the Tickets tab, select Open Tickets from the drop-down list, to see a comprehensive list of all tickets that have not yet been closed, including tickets which require follow-up.
When new answers are created, or existing answers are enhanced, they need to be published to the Knowledge Base. This is primarily one of the responsibilities of the Knowledge Base Specialist, but you also have permission to do this.
For information on how to publish answers to the Knowledge Base, see the Knowledge Base Specialist Quick Reference Card.
Optimizing the Knowledge Base Search
The Knowledge Base is the most crucial element of Nanorep. It comprises all the information that your customers could potentially require, encompassing all questions asked and answers provided.
The Knowledge Base Search Optimizer (KBSO) is a tool that enables you to ensure that the Knowledge Base fulfills its potential, and contains the most germane and applicable information possible. Using the KBSO you can fine tune and enhance your KB, as it contains the most recent questions handled by the system, and you can see how each was handled; whether it was answered automatically, if the answer was indeed accurate and whether the question was escalated.
Optimizing the Knowledge Base is primarily the responsibility of the Knowledge Base Specialist. The Account Manager is also responsible for ensuring that the Knowledge Base is continually optimized, but in a more supervisory role.
Optimizing the Knowledge Base using the KBSO comprises the following:
1. All unanswered questions must be properly answered.
2. All escalated questions must be reviewed and provided with an accurate answer. Note: some escalated questions may also be unanswered questions.
3. New and improved answers should be published to knowledge base
For a comprehensive flowchart that describes how to optimize the Knowledge Base using the Knowledge Base Search Optimizer, see the Knowledge Base Specialist Quick Reference Card.
SLA (Service Level Agreement) Tracking
If you are using the generic Nanorep ticketing system, you also have SLA tracking capabilities. As the Account Manager, you are responsible for configuring, tracking and maintaining Service Level Agreements (SLAs) with your company’s customers. You are able to define response and resolution times, as well as set the hours of business for your customer support mechanism.
To access the SLA Tracking options, from the Nanorep dashboard, navigate to Settings => SLA Tracking.
One of the most important aspects of the position of Account Manager is to analyze the data received from the site, in order to stay on top of customer needs. Nanorep enables you to view analytics of a variety of elements of the site data, presented according to various periods of time (which are easily specified and adjusted).
Viewing the analytical information
From the Nanorep dashboard, go to Analytics.
Each tab within this section of the application offers a different type of data analysis. The topics covered by Nanorep data analytics are:
- Return on investment (ROI)
- Knowledge Base
- Search Log
You also have the option to create data analysis charts according to your own specific requirements in the Custom Charts option, according to traffic, usage, knowledge base size and usage, and users.