This guide will help administrators to set up UseResponse for just 20 minutes to start using support and feedback software on your website.
When trial in Cloud is created or Self-Hosted package is installed, first thing admin or agents will see is short tutorial on user interface.
1. Change Basic System Appearance & Identity
After tutorial, you need to change basic identity of your community. Give your support center the name, upload logos, change "From Email" in Administration » System » Help Desk and set up custom domain in cloud version.
2. Your Support Team
Invite your agents or create them on your own to bring support team on board. Departments would be a great choice for automation.
3. Customize Home Screen
Home screen of support center is the starting point for your customer. Customize home screen as you want according to your workflow and manage top tabs.
Advanced users have access to custom css, js, images in Cloud Plan. Self-Hosted users can create there own themes.
4. Add Your Ideas & Questions
As a service or product owner, you already have some ideas in mind how to improve and grow your business. Share them first with your community. Add 2-3 questions/answers that you think your customers will ask first when they buy your product or use your service.
This way, you'll show real content that will inspire your customers to share their thoughts and vote for other ideas.
5. Categories for Feedback
The main grouping option for topics is categorizing. They could be your products (module names, main features of your system), request types (general, service, sales, etc) or just any group that best works for your business to categorize ideas, questions on new request.
If you want more grouping options or need more custom fields for your requests, you can do it in Fields & Properties section on Administration area.
6. Start Using Support Channels
It's really easy to set up required support channels and takes only few minutes: Embedded Widgets, Social Networks, Email Forwarding, Self-Service Community, API and more.
UseResponse goes with predefined rules for feedback and help desk, but you'll need to check notifications for your agents and later manage custom rules.
We really hope you'll enjoy providing support to your customers as we do.