Features of Polly
Polly is a comprehensive and powerful knowledge management solution. What features does Polly offer?
Setup your knowledge base through assembled knowledge and documents. Use Polly’s Knowledge Canvas for an optimal start of your online FAQ.
Organise your knowledge in one or more separate knowledge bases. Multiple organisations, brands or languages are no problem for Polly. Setup your knowledge in a way that suits and place articles in one or more collections. Collections can be shared easily to your customers or to internal employees.
As the owner of the knowledge base you can assign the role of administrator or author to other users. Work together to create the ultimate knowledge base! Per role you can set custom permissions. Rather have an author role who is also allowed to modify publications? Check!
Flexibility to scale
Up- or downscale your Polly subscription per month, including the number of articles in your knowledge base but also the number of internal users (“buddies”).
Collect & publish
Getting started with writing the answers! Polly provides various options for the preferred answer type, such as articles or decision trees, and answer styling due to rich media support.
Collect & publish
Articles and modifications are automatically saved as a draft article and are not yet visible. You decide when the article is ready for publication or you set a publication date and expiry date. After publication, the article is immediately visible in configured knowledge portals.
Tip: send your knowledge base a BCC with the answer to a customer question to automatically store it as a draft article in your knowledge base.
The intuitive editor has all styling options that you need and are familiair with. Enrich your article with multimedia: simply add the URL to the image, YouTube or Vimeo video and Polly will take care of the rest. The version management saves every version of the article; you can always roll back to a previous version.
With the use of dynamic fields, you modify reusable content with one click in all your articles, or show a different value per website, such as your customer service phone number. Add keywords: they are hidden from visitors, but increase the findability of your article.
Tip: use internal links to refer to other articles to enhance an answer.
Use decision trees in case of a complex question to guide your visitor to the correct answer. Ask yes / no questions or multiple choice questions. Every question can lead to a new question or a solution article. Ask follow-up questions to clarify the actual customer’s question to subsequently guide them to the correct answer or offer a solution for the problem. The reader can always return to one of the previous questions, change the answer and continue from that particular point. As an administrator you can test decision tree branches directly from the user interface, without first having to publish it.
Setup & publication
Time to publish your knowledge base! Polly offers default external- and internal knowledge portals. Visitors and employees can browse and search through the knowledge. Did they not find an answer? Then they can easily send an e-mail or provide feedback.
Knowledge portals and widgets
Polly offers multiple ways to show and share knowledge:
- Add a knowledge portal to your website using a light box approach. This way your visitor does not have to leave the page and the customer journey is not interrupted.
- Share selective knowledge via contextual widgets: show the most popular questions of the selected collections.
- Show a knowledge portal as a sub page on your Facebook Company page using the default Polly Facebook Integration.
- Use an internal knowledge portal for work instructions or procedures for answers that are only intended for your internal organisation or contact center.
Adapt to your own design? With custom CSS you can style Polly to your own look and feel. For example, add a logo, change colours and styles, or make the search box bigger.
Did your visitor not find an answer? Then it can easily send an e-mail. By default Polly offers a contact form, but you can also link your own contact form.
Analyse & optimize
Time to analyse your knowledge. Polly offers you statistics and data for the entire usage period. Filter your data easily with fixed ranges of 7, 30 and 90 days or filter on a selected period. Every Monday morning you will receive an email with a summary of the statistics of your knowledge base performance. Polly shows the most important metadata per article, including average rating and overall ranking.
The general statistics of Polly give you quick insight into the use of the knowledge. View the number of sessions, viewed articles, searches, escalations and the number of times an escalation has been prevented.
Get to know your users with deeper insight into:
- search behaviour: popular searches and searches that do not provide results;
- reading behaviour: articles that are read most often and least often;
- session behaviour: Polly marks special sessions that contain failed searches or escalations.
Use the analysis and statistics to improve your online FAQ. Visitors can leave feedback for articles. Polly calculates article rating for each version. This feedback can be used to further improve the article in question.
An inbox helps administrators and authors to maintain the knowledge base. You receive updates in the management inbox about important events such as negative feedback and suggestions. With the Polly web hook integration it’s even possible to send these events to external applications such as email or chat applications.
Polly’s knowledge management solution can also be used internally. Through an Internal Knowledge Portal you share knowledge that you only want to share internally or with specific people. After login, users can browse through knowledge, find answers with the lightning-fast search capabilities and copy articles to use in a reply to answer the customer’s question. Each article can contain internal notes, which are only visible to logged in users. The Internal Knowledge Portal is very flexible and easy to be integrated in external applications