Explore the full spectrum of our Hi5 solution comprehensive feature overview. From advanced AI chatbots to 24/7 multilingual support, every aspect of our out-of-the-box product is detailed here. Discover how each feature is designed to enhance your customer experience and streamline your operations, ensuring you make the most of our innovative OTT services.
| HELP CENTER WITH FAQ ARTICLES | |
| Customizable Help Center from the template | Our online, white-labeled Help Center is based on a customizable template, featuring a user-friendly menu, structured FAQ articles in English, and a search bar. It offers flexibility for branding, allowing you to personalize with your company logo, color scheme, background image, category icons, font, and favicon, aligning seamlessly with your brand identity. |
| Custom Help Center domain | Our Help Center, hosted on Zendesk, offers extensive end-user support and is fully maintained by our team. Accessible via a Zendesk domain or integrated with your URL for brand consistency, it remains external to your platform for a seamless user experience. |
| FAQ articles | Strategically curated to address common video subscriber concerns, our Help Center articles are organized in logical categories, and customizable based on your feedback. Provided in English, these articles allow minor customizations and are regularly updated quarterly or as per seasonal schedules outlined in the contract, ensuring relevance and accuracy. |
| CHATBOT RELATED FEATURES | |
| AI-driven Chatbot | The AI-driven shared instance chatbot, seamlessly integrated into the Help Center, operates 24/7, ensuring users receive immediate responses in English. Drawing from the comprehensive knowledge base of FAQ articles, the chatbot offers accurate and timely solutions for the most common subscriber issue types and provides basic ticket handover. The basic phrases training is provided. Chatbot layout and look & feel can contain of client’s branding components. Additionally Hi5 team is providing a chatbot specialist to help set up, train, maintain the chatbot so it delivers the highest quality of customer support your viewers expect. |
| Predefined chatbot flows |
The chatbot is adeptly trained to address a range of topics pertinent to user queries. These topics encompass:
|
| Embedded contact form | The chatbot is equipped with an embedded contact form. When the chatbot encounters queries it can't resolve, it seamlessly transitions the user to this form, allowing for ticket creation and further assistance from a human agent. |
| TICKETING PLATFORM WITH AGENT EMAIL SUPPORT | |
| Ticketing Platform | Our ticketing system, powered by Zendesk is seamlessly integrated with the chatbot. This ensures a cohesive user experience from chat to ticket creation thanks to automated inquiry funnelling. We pride ourselves on offering 24/7 support, backed by a team of OTT expert agents who are equipped to handle specialized queries and provide prompt resolutions within 24-hour SLA. Read more about Hi5 SLAs. |
| Ticket prioritization | Tickets are categorized based on pre-determined priorities, aiding agents in managing client & agent KPIs effectively. |
| Email templates | We utilize pre-determined ticket macros to ensure consistent and efficient communication. |
| Multilingual Support | Email support can be provided in up to 29 languages, see the full list. |
| Refund Submission | Our agents facilitate easy refund submission processes for users. This can be done only if Hi5 is integrated with Merchant. |
| Escalation | Technical issues raised by broadcasters are escalated in accordance with the standard procedure outlined on the Broadcaster Support Page. |
| Zendesk Ticket Sharing Protocol | These tickets are exclusively for Cleeng Hi5's use, serving as a platform for internal deliberations without clients visibility. |
|
Hi5 REPORTS & ANALYTICS |
|
| Reports & Analytics |
|