Humany has a matching function which is entirely optimized for its purpose – to proactively identify customers’ problems and quickly present relevant solutions and answers.
In addition to using synonyms and parts of speech, the system also takes into account a raft of factors such as customer context on your site, information from the logged-in customer’s profile, as well as what previous customers have asked in similar situations.
It does not matter if a search is made with a small number of key words, or that an entire email is to be analyzed. Humany’s matching function handles both scenarios.
The matching function’s self-learning algorithms are based on machine learning. Humany automatically learns new words and expressions which customers use, which minimizes the amount of manual preparatory work.
The days of time consuming, difficult, and costly implementations are over. Humany has developed a number of widget interfaces which make it fast and easy to get started with using the service.
It´s easy to change text, design and behaviors – entirely independent of a programmer.
Naturally, the widgets are search engine optimized and responsive, i.e. they work on all types of devices.
With Humany, you’ll find it easier to ensure that all your content is consistent and updated. In Humany, a guide can have several different response versions – for example, a shorter version for a public site, and a more detailed version for customer service agents. Or why not an abridged version that can be used in chat or on Twitter?
Humany also simplifies content management in multiple languages. You can easily see which languages a guide has been translated into, and side-by-side translation makes it easy to check that content matches.
With Humany, you can make your customer service and contact pages more dynamic by replacing static pages with our turnkey widgets. You define simple, smart rules for which contact methods are shown to customers. For example, a user who is close to making a purchase could be offered immediate help via chat, while another customer is first shown FAQs.
This function is also useful for competence management. Customer can now be put into contact with someone who has the right knowledge to handle the enquiry.
In cases where too little is known about a customer to automatically prompt a contact method, the editor can create a contact method selector – a user-friendly interface where, the customer can describe their inquiry with the help of a few clicks so as to finally arrive at the appropriate contact method.
Humany has a simple but powerful editor function where you can quickly and easily create both basic or complex contact forms. You select the elements you want in your form, indicate where the form should be sent, and then you’re done.
A smart condition function also makes it easy to create dynamic forms which show or hide elements of the form based on previously made choices.
A form can easily be integrated into guides, or displayed separately on your contact page. Entirely without programming knowledge or hassle.
Some questions and problems are more complex than others. Usually, you tackle this by either having many extremely similar guides with variations in the answers, or with a small number of extremely long guides which are often hard to overview.
With Humany’s dialog function, you can instead create a guide with counter questions. The user answers these by clicking his or her way forward, step by step, in a tree structure and finally arrives at an answer which is relevant specifically to them.
This is also a big help for customer service agents, for example when they are leading a customer through a trouble shooting process.