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User Forums

A user forum provides a mechanism for your customers to help each other with solving problems and providing advice and support.

They post a question and other users are able to recommend a solution. Product experts from your team can also answer queries and provide help and support.

The forum comes with a moderator function to ensure that the site is a fun and a pleasant experience for your customers.

User forums work well in environments where the product is complex and changes frequently or the legislative framework is complex. Your customer service agents training cycles may make it difficult for them to be up to date and some queries may require specialized staff to respond. The Virtualyty platform forwards all user forum posts to our operator panel. The operator can respond to the user post directly, forward it to a product expert for resolution or moderate the response. The nature of user forums is such that your product specialists can answer queries in a timescale that suits their work schedule, rather than having to produce an immediate response.

Virtualyty User Forums are intergated into our V-Base knowledgebase which means that popular questions asked via other channels are automatically included. Live operators managing Chat or emails are also able to see the most popular questions/answers and automatically include them during a customer dialogue.

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The operator responses are supported by our V-Base knowledgebase, when they select a user forum post, the post is matched against the V-Base and an appropriate response is indicated. The operator can use this response or personalize the message.

Your customer does not have to sign in or register to access the user forum, this removes a potential barrier to use and allows unmonitored browsing. They are asked to provide an email address if they post a new question, or if they reply to an existing post so that we can automatically send them a notification of any subsequent activity around the original post.

© Virtualyty 2017