Malcolm! is a super powerful and flexible web based product but it might seem a bit confusing at first. Here is a quick primer on some core Malcolm! concepts and features which we hope will help you understand the product and use it in the way that makes sense to you and your business.
Core Components of Malcolm!
Malcolm! currently has two core components: Malcolm! FAQ and Malcolm! Workflow.
Malcolm! FAQ is all about answering your customer's questions.
Malcolm! Workflow is all about taking your customers through routine tasks or procedures.
Before we created Malcolm! we spent a lot of time building online systems that helped companies digitise their customer support or customer service. What we found was that most customer support or service comes down to
Lets say you sell and service industrial heating systems. A potential customer might want to know if you service a particular type of boiler that they have in their office.
You can let that potential customer find the answer to that question themselves via Malcolm! FAQ. You'd create a question along the lines of "Which types of boiler do you service?" and in your answer you'd include all the makes and models that you work with.
Your potential customer would come to your website, and be able to find the answer themselves using Malcolm!
Next, having learnt you do indeed service the boiler they have in their office they might want to book a service appointment.
To do this you are likely to need to know a few details - for example their name, their company name, where their office is and perhaps a few other detals like their phone number and email, when they are available for a service visit, any issues they are having with the boiler and when it was last serviced.
You can create a form that asks all those questions in Malcolm! Workflow and add that form as a "Book a service" link onto your website. When a customer fills that form in Malcolm! can email you all the details. Malcolm! can also do lots of other clever things like pass that request into other systems that you might use.
Why would I want to do this?
Use Malcolm! FAQs and Workflows together or separately
One of the things to bear in mind is that you can use the FAQ and Workflows parts of Malcolm! together or individually. It may be that you want to build a customer knowledge base using Malcolm! FAQ but you have no need for Workflows at the moment. That is no problem! Similarly you might want to create a series of web forms for various customer service tasks using Malcolm! Workflow but don't need to answer questions with FAQs. Again this is no issue. You simply use the parts of Malcolm! that make sense to you and your business.
How does Malcolm! work with my current website?
At the heart of Malcolm! is flexibility. We want to make it as easy as possible to work with our system. We also want to offer options for a wide user base - from a one man band with no or limited web development knowledge through to big companies who may have large in house technical teams.
At one of the end of the scale is our hosted Support Hub. Every instance of Malcolm! comes with a hosted Support Hub. This is a Customer Support website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains.
If you don't have a current website your hosted Support Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Support Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com
Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.
Don't forget your Internal Customers!
Remember that your business or organisation may have more than one type of "customer!". As well as using Malcolm! with members of the general public you can also use it internally to help a particular business function or department.
Want to give your users a graphical run-down of how your products or services work? Malcolm! Agency Services can helpLearn more