Quick Start Contextual Answers nanoRep Contextual-Answers™ is a revolutionary self-service customer support solution - offering relevant and context-based answers to your customers. For example, web visitors can ask the same exact question, and get different answers based on the page and product they are looking at without any special indication from the user. nanoRep Contextual-Answers™ drives sales and online conversion, while reducing website abandonment. In order to provide your users with more specific answers, you can further categorize the questions in your knowledge base, for example, by product. This allows you to offer questions in your widget that are relevant to specific category values. For example, you can provide pricing and shipping information on Product A on one web page and the equivalent information on Product B on a different web page. This Quick Start describes how you can easily enable the Contextual Answers functionality for your widget to include the categorization required for the page. This requires you to add some basic API code to your widget script. You can also add contextualized FAQs based on the category of the page. Once you have implemented the categorization, you can view the categorized tickets and save related answers, as well as view the search log to analyze the most frequently asked questions in order to improve your categorized questions and widgets.

Implementing Contextual Answers

To implement contextual answers:

1. Ask NanoRep (support@nanorep.com) to enable categories for your knowledge-base. For example, Product, Country, and so on.

2. Log in to the nanoRep back-office: https://my.nanorep.com/console/kb/. 3. Click on "KNOWLEDGE-BASE" in the top menu. You will notice that new column(s) were added. These columns

are the categories that can be used to categorize your knowledge-base.

4. Click on a question to edit it. In the question editor page you can specify the categories for that question. For example, Product is Banana.

5. Once your knowledge-base is categorized, the next step would be to add the contextual answers API code in

your website. 6. Locate the Nanorep widget script on your web page:

7. Add the contextual answers API under the /* API here */; comment, adding the category name and value in

the following format:

For example, to show the questions marked for Apple (Product), add the following code:

Your final widget code should look similar to this:

8. Test the results by asking a categorized question.

Notice the category indication (gray text):

Implementing Contextual FAQs

You can also add contextual Frequently Asked Questions (FAQs).

To add contextual FAQs:

1. Click SETTINGS. 2. Click Personalize. 3. Select a Knowledge Base or URL. 4. Click the FAQ tab.

5. Select Page context to add the contextual FAQs to the page.

Viewing a Contextual Ticket

Note: This section is only relevant if you use the nanoRep ticketing system. A ticket that is escalated from a page with a categorized widget includes a category indication.

To view a contextual ticket:

1. Click TICKETS.

2. Notice that a ticket that is escalated from a page with a categorized widget includes a category indication. 3. Click on the ticket to drill-down. The category is also shown in the ticket details.

4. When answering a ticket and selecting "Add to suggestions", the answer will be saved as a draft in the

publishing center. The draft "keeps" and remembers the category.

Optimizing the knowledge-base with contextual answers

Make sure to use the "Search Optimizer" tool in order to improve your knowledge-base with categorized questions and answers.

To access the Search Optimizer:

1. Click Publish and then click Search Optimizer.

2. Review the most frequently asked questions.