[intro]In this guide, you’ll learn how to use the EKM chat assistant to help you quickly discover the answers to your questions when setting up and managing your EKM online shop. [/intro]
The EKM chat assistant is a quick and flexible way to get support, with answers available whenever you need them.
- Available 24/7 - access support at any time of day, including evenings and weekends.
- Fast responses - most queries are solved in just a couple of minutes.
- Smart support - the chat assistant is powered by EKM’s years of knowledge and experience, making it a reliable first stop for your questions.
How it works
1. You can access the EKM Chat assistant on any page within the back end of your EKM online shop, logged into your account, and viewing the Support Centre. To launch chat, simply click the blue chat symbol in the bottom right-hand corner:
2. Then you need to click the chat option relevant to the tier of your EKM online shop:
3. Add your username/account ID to the chat and press enter on your keyboard:
4. The Chat Assistant will then ask you what you need help with, so you can add in details of your query, by using keywords:
5. The Chat Assistant will then search through the support centre to retrieve the relevant information for you:
6. You can also use normal sentences with the Chat Assistant, like this:
7. Again, after pressing Enter on your keyboard, the chat assistant will retrieve the answer to your query:
8. However, if your question is something that the chat assistant cannot help with, such as something that is account-specific or requires further investigation, it will automatically alert a member of the Customer Support Team to help you:
[remember]Outside of standard business hours, the chat assistant will still be able to take your details and create a ticket for our Customer Support Team if required. [/remember]
Frequently Asked Questions
How does it work?
The EKM chat assistant has been trained on all the guides within the Support Centre. Using a complex system of metadata and tags, the chat assistant searches through all the content to find you a result within minutes. Through regular training, the chat assistant will continuously improve and, as new guides are created, will effectively learn with the help of our Customer Support Team.
Why have you launched a chat assistant?
To improve our level of customer support. By utilising a chat assistant, we can provide both general and account-specific responses faster than ever before by utilising our human team members and AI, which means you don’t have to wait as long to have your questions answered. Prior to the launch of our chat assistant, our out-of-hours chat functionality was unable to provide answers to general enquiries instantly. Now, if you need help over the weekend or during a bank holiday, the chat assistant can provide answers without you having to wait for a response during normal business hours.
Will the chat assistant replace the customer support team?
Not at all! Our Customer Support Team is essential to providing the high level of customer service EKM is renowned for. The chat assistant is intended to complement the Customer Support Team, not to replace it.
[contact]If you need our help with your EKM online shop, contact your Ecommerce Expert, Account Manager, or the Customer Support Team, who can point you in the right direction. Our opening hours are 9 am - 5.30 pm Monday to Friday, for telephone calls, live chats, and emails. Outside of these hours, you can leave a message for us in the live chat window or email support@ekm.com, and we will answer as soon as possible. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. [/contact]