nanorep setup guide for Binary Options Introduction Leader in customer experience & service solutions The nanorep solution provides self-service widgets that offer a great online experience and generate more sales for trading platforms and binary options websites. This solution, based on a patented self-learning knowledge base, automatically answers customers questions, in multiple languages, across your website, mobile and Facebook. Customers can ask questions, will get instant answers and can easily interact with your support center via chat or email. Features and benefits include: Multi-channels 24/7 support for your customers; Automatic (on-the-fly) language translation that supports more than 34 languages; Native Integration with Live Chat services; Self-learning knowledge base & Intuitive ticketing system. Convert website visitors to active traders through customer service The nanorep solution improves customer engagement on trading platforms and binary options websites resulting in a significant increase in customer experience and satisfaction rate. It also reduces customer support cost and increases online conversion. nanorep lets your customers stay focused all the information they need is readily available, reducing site abandonment. On-going workflow In addition to having an IT person set up your nanorep, there is one more professional who need to be involved in the workflow of the nanorep system: the content manager who need to confirm your representatives answers that were derived from your web visitors questions. Representative Whether you choose to work with an integrated ticketing system, to answer via a CRM, or to use the nanorep ticketing system - it is the representatives' task to answer tickets - typically they work a few hours a day Content Manager The most important task of the content manager is to keep the knowledge base growing on a daily basis by polishing and publishing new learned answers that were sent to customers by representatives (from the publishing center), and by creating new answers in the knowledge base for collected unanswered questions this will normally take 1 hour a day
-2- Setup guide Follow these 8 easy steps to quickly start using nanorep on your website and Facebook page: Step 1 Create an initial knowledge base (import FAQ tool) ~ 5 min Step 2 - Forward your nanorep tickets to your existing ticketing / CRM system ~ 1 min Step 3 Add the 'Engagement widget' to each page on your website ~ 5 min Step 4 Add the 'Support page widget' and the 'Dynamic FAQ widget' ~ 10 min Step 5 Add the Facebook widget ~ 2 min Step 6 Add conversion tracking script to your 'thank you' page ~1 min Step 7 Activate the translation capabilities [Optional] ~10 min Step 8 - Add chat [Optional] ~10 min 1 Create an initial knowledge base (import FAQ tool): Use the import FAQ tool to import an entire FAQ page into the nanorep knowledge base: Log into your account. Click on "Knowledge Base" in the left menu. Click on the "New Answer" button in the upper menu. click on the "Import FAQ" tab Follow the instructions from there. Please note: In case you don t have a FAQ page or you are unable to use the FAQ import tool, please add the FAQs manually. To learn how, click here
-3-2 Forward your nanorep tickets to your existing ticketing / CRM system Log into your account. Go to Settings - Ticketing - Ticketing Basics tab - 3rd party integration Fill in the email you want nanorep's tickets to be forward to, and click on the "Save Changes" button. 3 Add the 'Engagement widget' to each page on your website The Engagement widget escorts your users as they browse your website, allowing them to engage at any time. They can ask their questions and will get instant answers on any page of your website. The widget is positioned at the bottom left or right corner, and displays answers as soon as the user starts typing a question. The widget's answers will guide the users through the conversion funnel.
-4- To add the Engagement widget: Log into your account Go to Settings--> Widget. Choose "Engagement widget" and click on the "Get the code". If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the dropdown list. Download the cdc.html file using the "Download cdc.html" link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box. Click on the "Generate code" button. Copy the code you get and paste it into each page on your website as the first element in each webpage (right after the <body> tag). To see what the widget looks like and to give it a try, you need to: select the 'Customize Engagement widget' Tab (the second one) and take a look at the right space where its written "Widget Preview". 4 Add the 'Support page widget' and the 'Dynamic FAQ widget' Add both the 'Support page widget' and the 'Dynamic FAQ widget' scripts to any help and support related pages, e.g. the Contact Us and the FAQ pages. The Support Page Widget is a frame that you embed in your website page for visitors to ask questions and receive answers. The Dynamic FAQ Widget shows which questions from your created knowledge base are currently most popular with users. The list is dynamically updated. Also, nanorep allows configuring the Dynamic FAQ Widget to filter items by a specific topic (label) or search term. For example, in the screenshot below there are 4 topics filtered: "My Account", "Trading", "OpenBook Community" and "Copy Trader".
-5- To add the 'Support Page Widget': Log into your account. Go to Settings--> Widget: Choose "Support Page Widget" and click on the "Preview / Get the code". If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the dropdown list. Choose the widget size. The recommended size is: o Width: 400 o Automatic height: 500 Download the cdc.html file using the 'Download cdc.html" link and upload it to your website. Enter the full path (the path of the file on your server) in the empty box.
-6- Click on the "Generate code" button. Copy the code you get and paste it into your website's support related page. You can also click on the "Preview" button to see how it would look like on your Support page or any other page you choose to add the Support Page widget to. To see what the widget looks like and to give it a try, you need to: select the 'Customize Support Page widget' Tab (the third one) and take a look at the right space where it's written "Widget Preview". To add the 'Dynamic FAQ widget' Log into your account Go to Settings--> Widget. Choose "Dynamic FAQ Widget" and click on the "Get the code". If you have more than one knowledge base, you will have to set up the widget for each knowledge base separately. Choose the knowledge base from the dropdown list. Choose your preferred configuration. The recommended configuration is: o Days: 60 o Items to show: 20 * Label ID: select from dropdown list. * Search filter: put in the term. Click on the "Generate code" button. Copy the generated code and paste it into your website's support related pages. You can also click on the "Preview" button to see how it would look like on your support page or any other page you choose to add it to. * You can use labels or search filters to filter multiple "Dynamic FAQ widgets" by a topic (label) or a search term (search filter). To learn how, click here 5 Add the Facebook widget This widget provides you with the option to offer immediate, automatic support by instantly answering users' questions on your Facebook page. The Facebook support application also enables an automatically generated 'Most Popular Questions' list which shows your most
-7- popular questions in real time directly from the nanorep analytics system. To add the Facebook widget: Click here to go to nanorep's Facebook application page. In the menu on the bottom left, click 'Add to Page'. From the popup menu, select your business Facebook page. Browse your business Facebook page and click Support (nanorep s Facebook application) in the left menu. Log in using your nanorep account user name and password and follow the setup instructions displayed on the screen below. 6 Add conversion tracking script to your 'thank you' page You can measure the amount of users who have successfully received answers through nanorep before they are making their trade. The nanorep Conversion -Tracking feature allows you to track the impact nanorep usage has on conversion (showing the conversion gain of users that use the nanorep widget). To add conversion measurement: Log into your account. Go to Analytics--> Conversions You should see a link 'Manage conversion tracking'
-8- Click on this link to create your first Conversion Tracker. Follow the on-screen configuration to setup your target pages. Select the domain in which you want to track conversions. Set the "Show Revenue Tracking" to your revenue average. In order to track conversions with actual revenue (as opposed to average revenue) you need to copy the script you get and replace the xxx with your total trade value. Add the script to the Thank You page 7 Activate the translation capabilities nanorep offers automatic language translation using multiple language translation engines. It enables you to answer your international visitors and create/respond to tickets in any language especially if you do not have agents speaking a specific language. The translation engine supports more than 34 languages (using Google translate V2). Features and Benefits: Language is detected automatically. Answer content and widget interface are automatically translated. Once the translation symbol is shown, it enables the user to see the text in the original language by clicking on that symbol. Allows you to answer foreign language tickets in your natural language. Offers comprehensive translation analytics. Following is an example of such a translation from English to French:
-9- To activate the translation capabilities, please contact us at support@nanorep.com Dedicated language Knowledge Bases nanorep allows you to have a separate dedicated knowledge base for each language, including Asian languages such as Korean or Chinese, and many more. That way, you can associate each knowledge base with a different language on your website. When a user asks a question, a native answer from the dedicated knowledge base will be provided (instead of a translated one). To activate a dedicated knowledge base, please contact us at support@nanorep.com 8 Add chat nanorep can be integrated with any 3rd party chat provider. Your customers can open a chat from all nanorep widgets - Engagement Widget, Support Page Widget, Dynamic FAQ Widget, etc. Customers can simply click on 'Chat' button to open a chat session, transforming the widget into a full-blown Chat Interface.
-10- Although nanorep can be integrated successfully with any chat provider, we offer a tighter integration with LivePerson, a leading live chat provider. You can read all about LivePerson integration benefits here For Integrating LivePerson chat click here and follow the instructions For integrating other chat providers, please contact us at support@nanorep.com. Please include the chat window URL in your email.