Need Assistance? Widget
Sep 16 2023
Last updated
Sep 16 2023
Last updated
Over time, we have been dedicated to enhancing the user experience within our platform. Several strategies were pursued:
Tooltips: Initially considered for providing in-context assistance. However, they proved to be a long-term project that did not come to fruition.
Zoho Desk Integration: An e-mail system was implemented for users to send bug reports. Yet, we faced numerous challenges in making this a seamless process.
Third-party Command Bars: Evaluated for their potential, but they proved too buggy for our needs.
Bird Eats Bug Widget: This was integrated into our platform, but fell short due to its inability to communicate effectively with Zoho Desk.
Knowledge Bank: We envisioned a comprehensive database for users with different content types to answer queries. However, the barriers included users' aversion to lengthy content, our own challenges in producing regular short video content, and maintaining the knowledge bank.
Given these attempts, we pinned down three core challenges:
Streamlining bug reporting to align with our existing management processes.
Ensuring users can quickly ask and receive answers.
Providing a direct channel for users to seek help from a ProfitWheel account manager.
Using the foundation set by GitBook's knowledge bank, we harnessed an AI-driven feature. This AI interprets and retrieves answers from the expansive content on GitBook, offering users:
An integrated answer engine within the platform.
A bug reporting channel that assists the user in taking screenshots and write description of the issue and submit it to Zoho Desk.
A direct assistance channel, eliminating the need for the often overwhelming external support portal.
To truly grasp the capabilities and functionalities of this new feature, please access the provided link for a video demonstration.
