Congratulations on setting up Sidekick Answers! This guide offers a quick overview of recommended best practices to help you get started and ensure Sidekick Answers consistently meets your brand standards and delivers high performance.
The section below explains key concepts that are the foundation of the Sidekick Answers experience.
Week 1
Watch the Setup Sidekick Answers for Success video
Review Public Answers
Train your Agents on what to expect
Week 2
Encourage Agents to complete Sidekick Answers Overview and Setup course
Familiarize yourself with the Sidekick Conversations page and begin to review Sidekick Answers engagements
Tweak or add guidance as to how Sidekick should communicate with Customers
Week 3
Analyze Sidekick Answers performance using two key dashboards:
Identify potential growth opportunities based on patterns you’re seeing
Implement changes to augment your Sidekick Answers engagement by considering:
Possible gaps in Public Answers
Areas where guidance could be fine-tuned
Customer inquiries that should be transferred to an Agent
Timeline to success
Managing Sidekick Answers is similar to onboarding a new Agent in your contact center. Establish a clear timeline and set specific goals to ensure their success. Apply this same approach to optimize Sidekick Answers effectively.
Get to know Sidekick Answers settings
There are three main pages Team Managers and Administrators can access to monitor and configure Answer Threads once it’s activated: Conversations, Guides, and Test Sidekick. Review Sidekick Answers Concepts to better understand these settings as it they are critical to managing Answer Threads.
Review Public Answers to power Sidekick Answers
Sidekick Answers taps into information stored as Public Answers to address and respond to questions asked by Customers. This means the more information you document containing information frequently asked by Customers, the more reliable and helpful Sidekick Answers could be in assisting Customers.
To get the most value out of your Sidekick Answers configuration:
Review current Public Answers to ensure that:
Your Public Answer repository is robust and complete with Answers for all kinds of Customer inquiries you might want Sidekick to support.
Once live with Sidekick Answers, the Sidekick Conversation page can be used to identify gaps in Public Answers, as well as Public Answers that could benefit from revision.
Create new Public Answers or update existing ones for Sidekick Answers to utilize.
See Best Practices and Tips for Writing Answers for tips on writing Public Answers.
Monitor Public Answer suggestions
When Sidekick Answers hands off a Customer to an Agent, it assesses the reply the Agent provided to the Customer and generates a batch of Suggested Answers. Suggested Answers is a list of new Answers content that can be added to the Answer repository, helping to automate similar interactions in the future without needing Agent assistance.
Monitor and maintain Sidekick Answers performance
Sidekick Answers is not a “set it and forget” feature. Much like you would with a human Agent, this feature requires managing, training, and teaching it new information and skills to ensure it provides the best support and adheres to your brand guidelines. Monitor how Sidekick Answers is performing at least once a week and more often if you’re just a few weeks into implementing the feature.
Use Journeys to review Answers performance at a high-level and identify gaps in knowledge that could use additional Public Answer coverage in order to augment Sidekick’s impact.