Chris Duell September 21st, 2017

New Feature: Elevio Elements - A new way to educate

We’re super excited to let you know about Elevio Elements.

We’re always looking for ways to improve your customer education, and with our new elements product, we’re providing a completely new way to fuse your customer education and your user interface, to make onboarding and self-served support super streamlined.

Imagine being able to embed the elevio search anywhere on your site, or show a list of suggested articles in your side bar, or embed an entire article… that’s what you can do with elements.

The kicker... you can even drop in elements using the visualiser tool, it’s super powerful.

Check them out in more detail at https://elev.io/elements



Chris Duell August 30th, 2017

New Feature: Introducing Answer Assist

We're excited to release a new feature that aims to drop your support load even further, and give your users the answers they need through self-service, fast:

Answer Assist

As a user is filling out the form in the support module, Answer Assist will kick in to surface your already existing content to help them out, and deflect the ticket.

After reading the suggested content, if it solves their question then they've successfully self-served their own support and they can discard their message. Otherwise, with a click they can return to the support form and submit their issue through to you to handle personally.

Remember, the more coverage you have in your content, the better Answer Assist can help reduce your support load.

New reporting

Answer Assist comes with a new report, the "Ticket Deflection" report, which shows a direct correlation of how many times Answer Assist prevented a ticket coming through.

So, how much is it?

Answer Assist comes FREE on all accounts that allow for the support module.


New Features

  • Answer Assist

  • Ticket Deflection Report

Chris Duell August 23rd, 2017

New Feature: Meet Mini Me 👋

Dr. Evil and Mini Me, Schwarzenegger and DeVito, for every giant there's an equally impressive smaller version.

Today, we join the ranks of epic big-and-small combo's.

Meet the all new compressed embeddable

At up to half the height of the standard version, it's great for situations where you don't want your embedded help center to cover the entire side of the screen top to bottom.

To enable this new layout, head to your widget settings and set "compressed" as your display type.

Want to see it in action?

Check it out on our site, or play with our preview tool at https://app.elev.io/preview

The compressed option is available immediately on all accounts.

Chris Duell July 24th, 2017

New Feature: Draft, publish, and auto-save

When editing your content your progress will auto-saved saved as you go, but will only be published when you give the all clear.

It's a great way to get more of the team involved, and improve control over releasing content updates.

As you're making edits, the area you've got unpublished changes will turn yellow so you can quickly run your eyes over it for a quick approval.

Or, click on the 'View published' button to toggle back and forth between what's published, and your current draft.

Don't like your updates? Just hit 'Discard Draft' and you'll undo all your changes and roll back to the last time you published the article.

Draft, publish, and auto-save is available now on all accounts.


New Features

  • Create new content without publishing

  • Update content as a new draft, before publishing

Updates

  • Content list speed improvements

Chris Duell July 18th, 2017

New Feature: Send custom form data to a webhook

When you add a custom form to your setup, you can now choose to have the results forwarded to a webhook.

This means you can now pass the information to any third party you like via something like Zapier or Automate.io, or build something completely custom to handle your custom form.

See the docs for more information


New Features

  • Custom form webhooks

Chris Duell July 7th, 2017

Update: Added Polish and Arabic support

We've added support for delivering content to your users in Polish and Arabic, as well as allowed for searching Japanese, Chinese and Ukranian content.


New Features

  • Polish support

  • Arabic support

Updates

  • Japanese content now searchable

  • Chinese content now searchable

  • Ukrainian content now searchable

Chris Duell July 4th, 2017

Update: Article Summaries & Keyword Suggestions

Keyword Suggestions

To help with article discovery, we've made two updates to the content editor.

As you're crafting your content, we'll provide you with keyword suggestions for you to add to this article to improve it's chance of surfacing when someone does a search, or for showing the article as a suggestion on pages that relate this content.

To use the keyword suggestions, just click on the keyword to add it to your article. It couldn't be easier.

Article Summaries

While not in use yet, we've added a new field to create a summary of your article.

To help get you started, we analyse the content and auto-summarise it for you, but you of course have full power to overwrite the summary as you see fit.

What are the summaries for?

In a future update, the summaries will be used to show a snippet in the search results so your users get a small preview of what's to come, to make the decision of which article to read easier.

We'll also be using these summaries in the hosted knowledge base, as well as ticket deflection (coming shortly).


New Features

  • Article summaries

  • Keyword suggestions

Chris Duell June 28th, 2017

Update: June Updates part 2

New Features

  • Added "Open in KB" link to articles, shown in the side bar if your hosted KB is setup

  • Added ability to view who left feedback (available for feedback submitted after June 16)

  • Smart keyword auto-suggestions when editing content

Updates

  • Sort by results count for "searches with results" report

  • Added a quick link to view / edit the article from the "searches with results" report

Chris Duell June 14th, 2017

Update: Dashboard design update

Today we rolled out the first of a few changes that we'll be making to the dashboard design. We haven't changed any of the flows or structure in this update, it's purely cosmetic. Just a face lift.

Over the coming weeks we'll be making a few more tweaks here and there to tidy up a few loose ends and bring consistency across the board.

We think it's a bit cleaner and less noisy than the previous iteration, but we'd love to hear your feedback.

Here's a sneak peek, or you know, you could just log in to your account.

Chris Duell June 13th, 2017

Update: New Visualizer Launcher & June Updates

This release comes with part one of a rework of the visualizer tool.

We're also taking this opportunity to rename contextual triggers to "Helpers".

From the new launcher screen, we've made it super simple to make quick edits to your existing helpers, without needing to fire up the whole visualizer tool. It's a great way to quickly tweak your helpers and see them in action fast.

For the first time, we also give you full control over the CSS selector so you can be super specific on what you want the helpers to be attached to.

For our power users, you can also manually create new helpers directly from the launcher tool for super fast creation of your tips.

Head to the helpers page to play with it.


New Features

  • New visualizer launcher

Updates

  • Added quick links to full article view in Knowledge Base

  • Added Korean, Ukrainian and Turkish support to the hosted Knowledge Base

  • Added option to disable asking for feedback for articles

  • Added more granular reading time indicator to the article editor

  • Added support for allowing spaces in keywords in articles

  • Added date to article feedback list

Bugfixes

  • Fixed an issue with pasting into the editors HTML block

  • Fixed missing first message in Freshdesk support ticket view