If you work in theatre or entertainment you'll be familiar with show reports. Whilst their use is commonplace most companies, producers or stage managers will have their own bespoke format which caters to their particular production and the information they want to capture, record, distribute and archive.

The good news is Malcolm! is also super flexible so it's quick and easy to create a digital replica of your exact show report template.

The benefits of using Malcolm! software for your show reports include:

• creating an automatic archive of all submitted reports
• ability to automatically email details of a completed show report to a distribution list
• ability to generate email alerts based on certain criteria, eg if an issue with props or lighting is recorded an automatic email trigger can send details of the issue to those teams
• by using Malcolm! integrations you can do cool things like put details of each show report into a Google Sheet

You could even go a stage further and create a production portal using the hosted hub functionality of Malcolm!  Use the portal to share production information, logistical information and your organisational procedures.  Create Workflows (digital forms) for all your recurring production related tasks and admin. Add password protection so only authorised members of your company can access.

If you are interested in this use case of Malcolm! and would like to discuss further and/or need a hand setting things up don't hesitate to get in touch!

A requested feature has gone live - you can now customise the textual content of the resume Workflow and send FAQ/Article emails that Malcolm! sends out.

You can edit the settings globally (to apply to all Workflows and FAQs/Articles) or individually on a particular Workflow or FAQ/Article.

For Workflows global settings can be found in MyMalcolm: Settings --> Workflows --> Finish later.  Individual settings can be found on the Workflow in question in the Configure, General tab. Scroll to Custom email settings which will appear if the Finish later option is enabled.

For FAQs/Articles global settings can be found in MyMalcolm: Settings --> FAQs --> Send by email.  Individual settings can be found on the FAQ/Article in question in the Configure, General tab.  Scroll to Custom email settings.

The above is in addition to the ability to edit the email address these emails come from and the look and feel.

Let us know your feedback or if you've any questions 😀

Investing in customer self-service software can yield numerous benefits for businesses. Here are ten compelling reasons why it's worth the investment:

1. 24/7/365 availability

Customers can quickly access relevant information, troubleshoot common problems and undertake routine service related tasks at any time - even outside of business hours - enhancing their convenience and satisfaction.

2. Reduced workload for your staff

By empowering customers to find solutions on their own, self-service software reduces the volume of repetitive inquiries your staff have to deal with allowing them the time to focus on more complex issues where they can deliver higher quality assistance.

3. Faster resolution times

Customers can quickly access relevant information and troubleshoot common problems without waiting for human assistance, leading to faster resolution times and improved overall service efficiency.

4.Scalability

As customer bases grow self-service software scales effortlessly to accommodate increasing demand ensuring consistent support quality without the need for proportional increases in support staff.  No longer is your business growth constrained by people related bottlenecks!

5. Cost savings

With fewer inquiries requiring human intervention, self-service software reduces the need for large customer support teams resulting in significant cost savings in terms of salaries and operational expenses (such as training new staff). Your "cost per service" will therefore drop dramatically (at the same time as customer satisfaction increases!).

6. Empowerment of customers

Self-service software empowers customers by giving them control over their support experience, fostering a sense of independence and satisfaction as they successfully resolve issues on their own. Numerous studies show customers like the ability to solve issues themselves.

7. Consistency in information

By providing a centralised knowledge base self-service software ensures that customers receive consistent and accurate information reducing confusion and improving trust in the brand.  

8. Insightful analytics

Self-service software collects valuable data on customer interactions and preferences providing insights that can inform strategic decision-making, product improvements and personalised support strategies.

9. Ever-improving

A self-service system is an asset that you can continually refine and make better, especially when driven by customer feedback and usage trends.

10. Competitive advantage

Businesses that invest in self-service software differentiate themselves from competitors positioning themselves as industry leaders and innovators, attracting customers who prioritise convenience and efficiency.

Get started now!

So what are you waiting for? It's quick and easy to set up your own customer self-service system on Malcolm! See for yourself with our 14 day trial!

Think customer self-service is a recent invention? Think again! The origins of self-service are fascinating and in some cases surprising.  Join us as we take a look at the history of all things self-service related and ponder where things might go next.

Introduction

In today's fast moving world the concept of self-service has become so ingrained in our daily lives that it's easy to assume it's a product of modern technology. From self-checkout lanes in supermarkets to online banking, the convenience of self-service seems like a recent innovation designed to keep up with our increasingly digital lifestyle. However the roots of self-service stretch far back into history, revealing a fascinating journey that mirrors the evolution of society and technology.

The origins of self-service are both intriguing and surprising and offer a glimpse into the innovative spirit of past generations. It's a story that spans from the ancient civilizations that first introduced the concept of self-sufficiency to the technological advancements of the 20th and 21st centuries that have transformed how we interact with businesses and services. This journey through time not only highlights the milestones in the development of self-service but also reflects the changing needs and behaviours of consumers.

As we delve into the history of all things self-service related, we'll uncover the pivotal moments that have shaped its evolution and consider the technological, social, and economic forces that have driven its expansion. From the humble beginnings of vending machines to the sophisticated digital platforms of today, the evolution of self-service is a testament to human ingenuity and the relentless pursuit of convenience and efficiency.

Join us as we explore the fascinating history of self-service and ponder where things might go next. As we look to the future it's clear that the journey of self-service is far from over with emerging technologies promising to redefine our understanding of convenience and accessibility. The story of self-service is a compelling narrative of adaptation and innovation, reminding us that the desire to improve our lives through self-sufficiency is a timeless endeavour.

I. The origins of self-service

The concept of self-service, contrary to popular belief, is not a product of the 20th century but has roots that reach deep into the annals of history. Its origins can be traced back to ancient civilizations, where the seeds of self-sufficiency and independence in trade and commerce were first sown.

Ancient beginnings

In ancient societies, the idea of self-service began with the basic principle of direct transactions. Marketplaces in civilizations such as those in ancient Greece and Rome were designed for individuals to select and purchase goods directly without the intermediary service of a vendor. This direct interaction with products allowed buyers to inspect, choose and decide on their purchases independently, embodying the earliest form of self-service.

Self-service in retail and banking

The modern concept of self-service as we understand it today began to take shape with the advent of retail innovations. One of the earliest recorded instances was in 1916 when Clarence Saunders opened the first Piggly Wiggly store in Memphis, Tennessee. This store was revolutionary for its time, introducing a model where customers picked out their own goods without the assistance of a store clerk leading to the birth of the modern supermarket.

Similarly, in banking, the introduction of the first automated teller machine (ATM) in 1967 by Barclays Bank in London marked a significant milestone. This innovation allowed customers to conduct transactions without the direct aid of bank personnel, paving the way for the self-service banking that is ubiquitous today.

The philosophical underpinnings

The rise of self-service in various sectors was not just a result of technological advancements but also reflected a changing societal attitude towards consumer independence and efficiency. The philosophy behind self-service is deeply rooted in the desire for empowerment, allowing individuals to have control over their purchasing and transactions. This shift not only catered to the growing demand for convenience but also mirrored the broader societal trends towards individualism and self-reliance.

II. The self-service revolution in the 20th century

The 20th century marked a period of unprecedented change in the realm of self-service driven by technological innovations and a shift in consumer behaviour. This era saw the transformation of self-service from a novel concept into a fundamental aspect of everyday life.

Technological advancements

The technological boom of the 20th century played a pivotal role in advancing self-service. One of the earliest and most significant innovations was the vending machine which allowed consumers to purchase products without the need for a cashier. Originating in the late 19th century these machines became increasingly popular throughout the 20th century for their convenience and ability to offer services around the clock.

Another landmark in the self-service revolution was the introduction of the supermarket model by Clarence Saunders with Piggly Wiggly. This model radically changed the retail landscape allowing customers to browse and select goods independently leading to the widespread adoption of self-service in retail environments.

The digital age: ATMs and self-checkout systems

The latter half of the 20th century introduced digital technology into the self-service equation. The Automated Teller Machine (ATM), first introduced in 1967, revolutionised banking by enabling customers to perform financial transactions without the assistance of a teller. This innovation marked a significant step towards the digital self-service platforms we see today.

In retail the development of self-checkout systems further exemplified the self-service revolution. Introduced in the 1980s these systems allowed shoppers to scan, bag and pay for their purchases without direct store staff interaction. This not only streamlined the shopping experience but also reflected the growing consumer preference for speed and efficiency.

Impact on society

The self-service revolution of the 20th century had a profound impact on society. It reshaped consumer expectations, setting a new standard for convenience and efficiency. The ability to access goods and services independently - without the constraints of time or human interaction - marked a significant shift in the way businesses operated and interacted with their customers.

These advancements also laid the groundwork for the digital transformation that would follow in the 21st century. The integration of technology into self-service models opened up new possibilities for innovation and convenience, setting the stage for the next wave of self-service evolution.

III. The digital transformation

As the 20th century gave way to the 21st, the self-service revolution underwent a profound digital transformation. This era was marked by the rapid advancement of internet technology and mobile computing, fundamentally changing the landscape of self-service and setting new standards for convenience, efficiency and personalisation.

The rise of the internet

The advent of the internet was a pivotal moment for self-service. Online banking and shopping emerged as early adopters of the digital self-service model, allowing consumers to manage their finances and make purchases from the comfort of their homes. This shift not only offered unprecedented convenience but also introduced a level of efficiency that traditional self-service models could not match.

Self-service portals became a standard feature for many businesses, providing customers with 24/7 access to services, account information and support. These portals represented a significant leap forward in customer service, enabling users to perform a wide range of actions without the need for direct interaction with company representatives.

Mobile technology and apps

The proliferation of smartphones and mobile apps further accelerated the digital transformation of self-service. Mobile technology made self-service accessible anytime and anywhere, significantly enhancing the user experience. Apps for banking, shopping, ticket booking and more became commonplace offering a seamless, intuitive interface for users to interact with businesses and services on the go.

This era also saw the rise of QR codes and mobile payment systems - simplifying transactions and making mobile devices central to the self-service experience. The convenience of scanning a code or tapping a phone to make a payment epitomised the ease and efficiency that digital self-service aimed to achieve.

Personalisation and user experience

Digital transformation brought with it the ability to personalise the self-service experience. Leveraging data analytics and AI, businesses could tailor their self-service platforms to meet the individual needs and preferences of their customers. This level of personalisation not only improved customer satisfaction but also enhanced the effectiveness of self-service by making it more relevant and engaging.

Challenges and opportunities

The digital transformation of self-service presented both challenges and opportunities. Issues such as digital security, privacy and the digital divide emerged as significant concerns. However, the opportunities for innovation and improvement in customer service were unparalleled. Businesses that embraced these digital self-service models found new ways to connect with their customers, streamline operations and create value.

IV. Self-service in the age of AI and automation

The advent of artificial intelligence (AI) and automation technologies has ushered in a new era for self-service, transforming it from a simple transactional process to an interactive and personalised experience. This evolution represents a significant leap forward, leveraging the power of AI to redefine the boundaries of convenience, efficiency and customer engagement.

AI driven innovations

One of the most visible impacts of AI in self-service is the proliferation of virtual assistants and AI chatbots. These intelligent systems are capable of understanding and processing natural language, enabling them to assist customers with a wide range of requests from answering queries to completing transactions. Unlike their human counterparts, these AI-driven assistants are available 24/7 providing instant support and significantly reducing wait times.

Automated personal shopping and styling services represent another innovative application of AI in self-service. By analysing customer preferences, purchase history and even social media activity, these services offer personalised recommendations, making the shopping experience more tailored and engaging. This level of personalisation was unimaginable in the early days of self-service but is now becoming increasingly common, thanks to AI.

Machine learning and predictive customer service

Machine learning, a subset of AI, plays a crucial role in enhancing the self-service experience by enabling predictive customer service. This technology can analyse patterns in customer behaviour and predict future needs or issues, allowing businesses to proactively address them before the customer even realises they exist. This proactive approach not only improves customer satisfaction but also fosters a sense of loyalty and trust towards the brand.

Challenges of implementing AI and automation

While AI and automation offer tremendous potential to enhance self-service, their implementation is not without challenges. Issues such as data privacy, the complexity of human interactions and the need for continuous learning and adaptation are significant hurdles. Moreover, there is a delicate balance to be struck between automated service and the human touch, as customers often seek empathy and understanding that AI cannot fully replicate.

The future of self-service with AI and automation

Looking ahead, the integration of AI and automation in self-service is set to deepen, with emerging technologies such as natural language processing, machine vision and robotics playing increasingly prominent roles. These advancements promise to make self-service even more intuitive, efficient and personalised, further blurring the lines between digital and physical service experiences.

V. Challenges and considerations

As self-service technologies continue to evolve, they bring with them a set of challenges and considerations that must be addressed to ensure their effective and equitable implementation. These challenges span technological, ethical and social domains, highlighting the complexity of integrating self-service solutions into our daily lives.

Balancing technology and human touch

One of the most significant challenges in the expansion of self-service technologies is maintaining the delicate balance between automation and the human touch. While AI and automation can offer efficiency and personalisation, they often lack the empathy, understanding and nuanced communication that human interactions provide. Businesses must navigate this balance carefully, ensuring that while self-service options increase, they do not alienate customers seeking a more personal connection.

Privacy and security concerns

The digital transformation of self-service has raised important questions about privacy and security. As businesses collect and analyse vast amounts of personal data to offer personalised services, the risk of data breaches and misuse of information becomes a significant concern. Ensuring the security of customer data and maintaining privacy standards is paramount, requiring robust cybersecurity measures and transparent data practices.

The digital divide and accessibility issues

The shift towards digital self-service platforms also highlights the issue of the digital divide. Not all customers have equal access to digital technologies, whether due to socioeconomic factors, age or disabilities. This divide can prevent a significant portion of the population from benefiting from self-service innovations, exacerbating existing inequalities. Addressing accessibility issues and ensuring that self-service technologies are inclusive and available to all is a critical challenge for businesses and society.

Regulatory and ethical considerations

As self-service technologies become more sophisticated, regulatory and ethical considerations come to the forefront. Issues such as AI bias, the potential for job displacement and the ethical use of automation in customer service require careful consideration and regulation. Developing frameworks that guide the ethical implementation of self-service technologies while protecting both consumers and workers is essential.

VI. The future of self-service

As we look toward the horizon, the future of self-service appears both promising and filled with potential. Emerging technologies and evolving consumer expectations are set to redefine the landscape of self-service, pushing the boundaries of what is possible and shaping new experiences that are more intuitive, efficient and personalised than ever before.

Emerging technologies and their potential impact

The integration of augmented reality (AR) and virtual reality (VR) into self-service platforms is poised to offer immersive experiences that could revolutionise customer engagement. Imagine trying on clothes virtually using AR or navigating a digital twin of a store through VR to select products. These technologies could dramatically enhance the online shopping experience, making it more interactive and engaging.

Blockchain technology also holds significant promise for self-service, particularly in enhancing transparency and security. With its ability to provide secure, transparent transactions and verify the authenticity of products and services, blockchain could become a cornerstone of trust in digital self-service platforms.

Speculations on the future role of self-service in everyday life

As self-service technologies become more embedded in our daily lives, their role is likely to expand beyond traditional domains. We may see the rise of self-service in areas such as healthcare, where patients could manage their health records and appointments more autonomously or in education, with more personalised and accessible learning experiences.

The future of self-service could also see a greater emphasis on sustainability. Self-service technologies could enable more efficient use of resources, from energy-saving smart home devices to self-service recycling stations, contributing to a more sustainable and environmentally friendly lifestyle.

Challenges and opportunities ahead

The path forward for self-service is not without its challenges. Issues such as digital literacy, privacy concerns and the need for inclusive design will need to be addressed to ensure that the benefits of self-service technologies are accessible to all. However, these challenges also present opportunities for innovation, collaboration, and the development of new standards and practices that prioritise user needs and ethical considerations.

Conclusion

The journey through the history and evolution of self-service reveals a fascinating narrative of human ingenuity and the relentless pursuit of convenience and efficiency. From its ancient origins in the marketplaces of Greece and Rome to the digital transformation of the 21st century, self-service has continually evolved to meet the changing needs and expectations of society.

This exploration has highlighted not only the significant milestones in the development of self-service but also the challenges and considerations that have emerged along the way. As we have seen, the evolution of self-service is not merely a tale of technological advancement but a reflection of broader societal shifts towards autonomy, efficiency, and personalization.

Looking ahead, the future of self-service is ripe with potential, driven by emerging technologies such as AI, AR, VR and blockchain. These innovations promise to further transform the self-service landscape, offering even more personalised, efficient and immersive experiences. Yet, as we embrace these advancements, the challenges of privacy, security, accessibility and ethical considerations remind us of the importance of balancing innovation with responsibility.

In conclusion, the story of self-service is a compelling chapter in the broader narrative of human progress. It underscores our capacity for innovation and adaptation, reflecting our ongoing quest to enhance our lives through technology. As we ponder where things might go next one thing is clear: the evolution of self-service will continue to be a mirror of our aspirations, challenges and values as a society.

The journey is far from over, and the future of self-service holds exciting possibilities that are yet to be realised.

Join the conversation with Malcolm!

Are you as passionate about the evolution of self-service as we are? Malcolm! has been at the forefront of exploring and innovating in the self-service domain, driven by a deep passion and expertise that shines through in every aspect of our work. We believe that the future of self-service holds incredible potential to transform our daily lives making them more efficient, personalised and empowering.

But the journey doesn't end here. We want to hear from you! Share your experiences, thoughts and predictions about the future of self-service. Have you encountered any innovative self-service technologies lately? Do you have ideas on how self-service can be improved or transformed? Join the conversation and let's explore the endless possibilities together.

Connect with us on Twitter/X, LinkedIn, Facebook, YouTube or reach out directly. Let's make the future of self-service not just a vision but a reality!

Malcolm! - innovating today for the self-service of tomorrow 🙂

Think you know all there is to know about self-service? Think again!

From the first coin-operated vending machines to the sleek digital kiosks we use today, self-service technologies have woven their way into the fabric of our daily lives - often without us even noticing.

But beyond the convenience and speed there's a world of fascinating stories, groundbreaking innovations and surprising impacts that self-service has had on society, technology and even the environment.

Ready to have your mind blown? Dive into these ten surprising facts about self-service that will make you see it in a whole new light!

1. The first self-service restaurant dates back to 1885

Before supermarkets adopted the model, the world's first self-service restaurant - the "Quisisana" automat - opened in Berlin offering meals from coin-operated dispensers.

2. Self-service technology was inspired by a toy

The concept of vending machines was initially inspired by Hero of Alexandria's 1st-century device designed to dispense holy water after inserting a coin—essentially a toy that laid the groundwork for future self-service technologies.

3. The first ATM was dismissed as unnecessary

The world's first ATM was installed in Enfield, London in 1967 but many initially dismissed it as a novelty that wouldn't catch on underestimating the public's desire for banking convenience.

4. Self-checkout systems predate the internet

The first patented self-checkout system was developed in 1984 showcasing an early push towards automating the retail experience well before the digital shopping era.

5. QR codes revolutionised self-service in Asia

Originally designed for tracking automotive parts, QR codes have become central to self-service technologies in Asia facilitating everything from payments to restaurant ordering years before gaining popularity in the West.

6. Self-service kiosks can Boost sales

Studies have shown that self-service kiosks in restaurants can lead to higher sales per order as customers are more likely to add extras and make impulse purchases when ordering digitally.

7. The psychology behind self-service

Research indicates that self-service options can lead to increased customer satisfaction by fulfilling a psychological need for control and efficiency in transactions.

8. AI and self-service are creating jobs

Contrary to the belief that automation and self-service technologies reduce employment  they have been found to create jobs in tech support, maintenance and digital innovation sectors.

9. Self-service has environmental benefits

Digital self-service options significantly reduce the need for paper, contributing to environmental sustainability by lowering print material usage in banking, ticketing, and retail industries.

10. The unexpected pioneer of self-service: libraries

Long before supermarkets and ATMs, libraries were among the first institutions to adopt a form of self-service, allowing patrons to browse and select books directly from the shelves in the late 19th century.

Conclusion

These ten surprising facts about self-service reveal the depth and diversity of its impact on our daily lives and the economy. From its historical origins to the modern digital era, self-service technologies have continuously evolved, shaping consumer behaviour and business strategies in unexpected ways.

As we look to the future, the role of self-service in our lives is set to expand, driven by advancements in technology and an ongoing desire for convenience, efficiency and autonomy.  For more insights and unexpected tales from the world of self-service technology, stay tuned to Malcolm's blog, where curiosity meets discovery!

If you're a managing agent, a residential management company, a right to manage company, residents association or something similar Malcolm! is the perfect platform to consolidate all the information and knowledge about your building and digitise and automate all your routine building related tasks.

Using Malcolm! you can quickly set up a web based Tenants Portal. Here's how:

01. Create a new instance of Malcolm!

An instance is a workspace which contains it's own collection of content, design, users and settings.  If you manage lots of separate buildings you'll likely want an instance per building. Click here to create your instance - if you aren't yet a Malcolm! user you can register as part of the process.

02.  Brand things up

Head over to the Brand section of MyMalcolm (our control panel) where you can customise all sorts of visual elements.  Choose the colours and fonts you'd like to use on your portal as well as uploading a logo if your building or development has one.  You can also customise the look and feel of emails the portal sends out.

03. Add your own domain (optional)

You can easily set the portal up to use your own choice of domain name, which is a great way for tenants to remember how to access the portal and a great branding opportunity.  Find out how to set-up your domain here.

04. Add password protection (optional)

If you want to restrict access to your portal (which is probably a good idea if it contains detailed information about the building) you can password protect your portal with either a simple single password that you can share with your tenants or by using our Auth0 or Memberstack integrations which will let you give everyone their own individual login.

05. Create FAQs and/or Articles to share information about the building

FAQs/Articles are where you can share all the information tenants are likely to need to know.  For example:

• When are the bins collected?
• How do I control the heating in my apartment?
• How do communal electricity bills work?
• What the emergency contacts for the building?
• What do I need to know about subletting my apartment?

See more about creating FAQs/Articles in the video below:

You can keep adding more content over time and be sure to enable our feedback features to hear tenant feedback on the content you add - this can be really insightful and will help you make the content better and better.

06. Use Workflows to digitise common tasks and requests

Think of Workflows as digital forms where you can collect information from your tenants, offer them choices and even take payments using our Stripe and Square integrations.

Use Workflows to create forms for tasks such as:

• Reporting a property maintenance issue
• Requesting new building keys or an access fob (including taking payment if necessary)
• Requesting permission for in unit modifications
• Supplying / updating tenant contact details
• Notifying the subletting of a unit / apartment

The above are just examples - it's quick and easy to create forms for your building's own unique and exact requirements.  We've also many pre-configured templates to choose from too.

Find out more about Workflows in the video below:

07. Automate follow ups

One a tenant has completed a Workflow you can do a number of clever things automatically.   These include:

• sending the tenant an acknowledgement email so they know you've got their submission
• Sending third parties emails containing some or all of the information submitted. These can be triggered when certain criteria are met.  A good example would be a property maintenance form - if a tenant reports an issue with (for example) communal lighting you could set up a rule to automatically email the contractor who looks after communal lighting. This means the issue is escalated to the appropriate person straight away 24/7/365 meaning a quicker resolution for all - plus no need to manually send emails.
• As well as emails you can also use Integrations to interface with other third party systems or software that you may use.  You can put some of all of the data a tenant submits in a Workflows into other third party systems eg Dropbox or Google Sheets (do this via our Zapier or Make integration).  You can do cool things like if a tenant reports an urgent issue use our Twilio integration to send an SMS to an on-call team member.  Or create a Workflow for new tenants to register and automatically distribute their details to the other software or apps you use.
• You can combine emails and integrations and do super useful things like (in our maintenance form example above) sending an email and/or an SMS to a contractor as well as automatically adding the issues into a Google Sheet you have set up to track all maintenance issues and sending a "thanks for reporting this issue" email back to the tenant.  You can also - of course - download all submitted data at any time.

Find out more about the power of automations in Malcolm! in the video below:

08. Launch

Now it's time to launch your tenant portal and get some feedback from residents!

Like any online project feedback from real users is key and Malcolm! is full of tools and features that will let you optimise your content and improve the tenant experience going forward.  Over time your portal will become better and better as you add more information about the building and details of the processes and policies you use in managing it.  As well improving the tenant experience you'll also massively boost your  operational efficiency at the same time.

At Malcolm! we're always here to help - in fact wanting to help people and offer great customer service is how we got started in the first place! So if you've any questions or need a hand with anything don't hesitate to get in-touch with our friendly support team.  Open a support ticket here.  

2024 is getting off to a very exciting start with the news that Malcolm! has agreed a partnership with NachoNacho.

In case you are unaware, NachoNahco is the world’s largest B2B SaaS + Services marketplace.  Buyers can browse all sorts of software in their marketplace and benefit from discounts of up to 30%.  To purchase you use virtual NachoCards which offer 1.5% cashback on spend.   What's not to like 😀

Partnering with NachoNacho will help us spread the word about Malcolm! further and further.  We'll get to help transform the servicing of more great businesses and organisations all over the world - and that makes us really happy! Great customer servicing is our passion and our reason for getting up in the morning 🙌

A great start to what promises to be a great year 🎉

A cool little feature to kick off 2024!  

Email answers are what we call the email alerts that are triggered when a Workflow is completed.    You can have as many of these as you like and customise the content of these as well as the criteria that must be met for them to be triggered.  They are perfect for sending follow up actions to your customer, your own staff or third parties (such as suppliers).

With this update you can now set a custom reply-to value to the email Malcolm! sends.  This can be set as an absolute value or, alternatively, can be a value from the Workflow that has just been completed (such as a customer's email address).

You'll see the new options in the "Customise email theme, sender and content" dialog.

This new feature has been requested by several customers and - as an example - in a scenario where you want to hit reply to an email answer alert (for example to reply directly to the customer) can save lots of time.  

Let us know if you have any questions!

And just like that another year is almost over! We swear the world is running faster and faster these days 😂

The whole Malcolm! team wishes all our customers and friends a relaxing seasonal break. We're looking forward to seeing you in 2024 - a year in which we have some very exciting things planned!

🎄 Season's Greetings 🎄

We've just enhanced the MyMalcolm Dashboard! Now, not only does the Dashboard offer the ability to show more things (such as your most recent feedbacks or latest Workflow completions/payments received), you can also choose what to display and in what order.

We've also added a dedicated screen showing all activity on your instance too, which is a great audit trail tool and gives an at a glance way of seeing what all your team members have been up to! Find out more in the video below.

We hope you'll like this Dashboard revamp and as always if you've any questions or need a hand with something just get in touch!

This update has been requested by a number of customers and lets the owner of an instance change the notifications their team members receive.  

This is particularly useful when inviting new team members to your instance as you can tailor their initial notification preferences at the time of creating the invite.

As a recap, notifications are configured on a per instance basis (eg you could be a team member on 2 instances and have different notifications on each) and team members can always change their own notification preferences.

Watch the video below to find out more!

If you have any questions or need a hand just open a support ticket!

Hey hey it's November already, where has the year gone?!  

Here at Malcolm! HQ as well as working on big shiny new features we also make a lot of smaller updates and enhancements to Malcolm! all the time.

Sometimes these updates will be "behind the scenes" performance related things you can't see (but will hopefully appreciate!)  And sometimes they are things you can see but aren't really big enough to warrant their own blog post.  

So we thought we'd do a blog post with some recent examples of these sorts of little mini enhancements 😀

New Font

We've added a new font to the list of available fonts you can use across your theme: Geologica

New Workflow templates

We've added lots of new Workflow templates - to see these click "Choose a template" when creating a Workflow and you'll see a new "Filter by industry or use case" drop down

Filter on indicator and clear search button

We've made it clearer to see when your library results have a filter applied - it says "Filters on" top right. Also when a search term is applied you can now clear it via the new "clear search" button

Increased file size limit for Workflow uploads

If you allow your customers to upload files via Workflows, we've increased the individual file size limit to 200MB.  Do keep in mind however that if you are using the "multi file upload"element this will allow 10 files at up to 200MB each = 2GB. That is a large amount to be uploading via a web browser so your customers experience in this scenario may not always be optimal - for example if they are on a slow internet connection. Some web browsers may also not handle those sort of file sizes well.

Magic links get even better

Magic links are a way you can link content together in Malcolm! - for example you might want to link from one FAQ/Article to another FAQ/Article or to a Workflow.

You could just create the link using the URL but if you subsequently change the URL of the destination your link will break.  By using magic links you can instead search for the content in the link dialogue and Malcolm! will create an internal link which will still work even if you change the URLs of pages.  

But we've just enhanced things even further! Now, if you un-publish content any content that was linking to it using magic links will have the hyperlink removed.  If you publish the destination content again the hyperlinks that point to it will return. How cool is that?

We hope you enjoy these little updates, news of some bigger ones are coming soon!  

Here at Malcolm! HQ we're excited to be rolling out a new offering to support customers who want to work in ongoing partnership with us to create incredible customer self-servicing and automation solutions that deliver huge business value and exceptional customer experiences.

Commenting on the introduction of the Managed Malcolm! service Tom Jordan, Managing Director of Acknowledgement (the company behind Malcolm!), says:

"We’ve introduced this offering in response to client demand for an ongoing partnership that goes beyond just the licensing and use of our platform.

With Managed Malcolm! you can tap into our team's expertise to ensure things are set up in the best way and that the customer self-service elements plug into a client’s existing systems effectively. The ongoing partnership aspect means we proactively work with clients to optimise, enhance and grow their self-service offering.

Malcolm! is very business transformational so once clients realise what they can do with it, how much their customers like it and all the operational efficiencies that flow from implementation they tend to get very excited and want to do more and more with the platform - with the new Managed Malcolm! offering we’re here to support that.”

Managed Malcolm! blends the Malcolm! as a Platform concept with on-going consultancy and account management from our very experienced team. It allows for various custom or bespoke features over and above those already built into the SaaS platform. The model also supports deeper integration with a client's existing systems, custom service level agreements and lots of other things!

For more details get in touch.

In today’s world businesses are constantly seeking ways to provide valuable information and support to their customers. Two commonly used tools for this purpose are knowledge bases and wikis. Both can be powerful resources, but they serve different purposes and come with their own sets of advantages and disadvantages.

In this blog post, we will explore what knowledge bases and wikis are, discuss their respective advantages and disadvantages and ultimately make the case for why a Knowledge Base is the superior choice for businesses looking to enhance customer support and engagement.

What is a knowledge base?

A knowledge base is a centralised repository of information that is organised and designed to be easily searchable and accessible. It typically contains a wide range of content, including articles, FAQs, tutorials, troubleshooting guides, and more. Knowledge bases are primarily used to provide customers with detailed and structured information about a product, service or topic.

What is a wiki?

A wiki is a collaborative platform that allows multiple users to create, edit, and organise content collectively. Wikis are known for their open and flexible nature, making them suitable for a wide range of purposes from creating encyclopaedias like Wikipedia to internal documentation for businesses.

Advantages of knowledge bases

1. Structured information

Knowledge bases are organised and structured making it easy for customers to find the information they need quickly. This structured approach ensures that customers are presented with accurate and relevant content.

Knowledge bases typically utilise a hierarchical structure with categories and subcategories. This helps customers navigate through complex topics with ease providing a clear path to the information they seek.

2. Consistency

Knowledge bases enable businesses to maintain a consistent voice and tone in their communication. Articles are typically written by professionals and undergo review, ensuring quality and accuracy.

This consistency is crucial for building trust with customers. When customers encounter reliable information consistently they are more likely to turn to the Knowledge Base as a trusted resource.

3. Better user experience

The user interface of a knowledge base is designed with the end user in mind. It provides a seamless and intuitive experience for customers, reducing frustration and improving customer satisfaction.

Many knowledge bases offer features such as a responsive design for mobile devices, interactive elements and advanced search functionality. There is also usually the opportunity for a business to apply their branding and colour schemes. All of these factors contribute to an enhanced user experience.

4. Analytics and insights

Knowledge bases often come with analytics tools that allow businesses to track which articles are most viewed helping them understand customer needs and pain points better.

These analytics can be instrumental in shaping content strategy. Businesses can identify popular topics and areas where customers frequently encounter issues, allowing them to proactively address these concerns.

5. Integration

Many knowledge bases can be integrated with other customer support tools, such as live chat or ticketing systems making it easier to provide real-time assistance when needed.

This integration streamlines the support process. When customers can seamlessly transition from a knowledge base article to a live chat with a support agent, it enhances their overall experience.

6. Multilingual support

For businesses with a global customer base, knowledge bases often support multiple languages. This ensures that customers worldwide can access information in their preferred language and fosters inclusivity.

Multilingual support can also be a competitive advantage, allowing businesses to expand into new markets more effectively.

Disadvantages of knowledge bases

1. Time-consuming to create

Building a comprehensive knowledge base can be time-consuming and requires ongoing maintenance to keep information up-to-date.

However, the time invested in creating and maintaining a knowledge base pays off in the form of improved customer support and reduced support ticket volumes in the long run.

2. Limited collaboration

Knowledge bases are typically created and maintained by a select group of individuals, limiting collaboration among a wider user base.

While this limitation can be viewed as a disadvantage, it also ensures that the content remains controlled and reliable. Businesses can strike a balance by allowing for user feedback and suggestions while maintaining editorial control.

Advantages of Wikis

1. Collaboration

Wikis thrive on collaboration allowing multiple users to contribute and edit content. This can be beneficial for businesses that rely on collective knowledge.

In collaborative environments, employees can collectively create and update documentation, which can be particularly useful for internal processes and knowledge sharing within an organisation.

2. Flexibility

Wikis are incredibly flexible and can be adapted for various use cases, making them versatile tools for both internal and external purposes.

Businesses can use wikis for diverse purposes including project management, brainstorming and collaborative authoring. The adaptability of wikis makes them valuable in dynamic work environments.

3. Cost-effective

Many Wiki platforms are open source or have low-cost options making them accessible to businesses with limited budgets.

This cost-effectiveness can be appealing, especially for small businesses or startups looking for a quick and affordable solution for knowledge sharing and collaboration.

Disadvantages of wikis

1. Quality control:

The open nature of wikis can lead to issues with accuracy and reliability as anyone can edit the content. Businesses may find it challenging to maintain quality control.

Quality control in a wiki often requires vigilant monitoring and moderation. Without it misinformation and inaccuracies can proliferate, potentially harming a business's reputation.

2. Complexity

Wikis can become complex and chaotic especially as the volume of content and contributors grows. This can make it difficult for users to find what they need.

The lack of structure in wikis can lead to information overload and confusion. Users may have to sift through a sea of content to locate relevant information which can be frustrating.

Which is the best option for a business to use with its customers?

While both knowledge bases and wikis have their merits, a knowledge base emerges as the superior choice for businesses aiming to provide the best support and information to their customers. Here's why:

1. Customer-centric approach

Knowledge bases are specifically designed with the customer in mind. They offer structured, well-organised content that is easy to navigate reducing the time and effort customers need to find answers.

The customer-centric design ensures that customers can quickly and efficiently access the information they seek leading to higher satisfaction and a more positive customer experience.

2. Quality assurance

Businesses can ensure the accuracy and quality of the information in a knowledge base through professional authorship and rigorous review processes resulting in more reliable customer support.

This quality assurance is essential for maintaining trust and credibility. Customers are more likely to rely on a knowledge base if they know the information is accurate and trustworthy.

3. User experience

Knowledge bases provide a superior user experience with intuitive interfaces and optimised search functionality. This enhances customer satisfaction and promotes self-service support.

A positive user experience encourages customers to explore the knowledge base independently, reducing the burden on support teams and increasing efficiency.

4. Analytics and insights

Knowledge bases offer robust analytics tools that help businesses understand customer behaviour and preferences enabling them to continuously improve their content and support strategies.

By analysing user interactions and feedback, businesses can make data-driven decisions to enhance their knowledge bases resulting in a more effective support resource.

5. Integration

The seamless integration of knowledge bases with other customer support tools enhances the overall support ecosystem, allowing for efficient issue resolution and improved customer engagement.

Integration enables businesses to provide a holistic support experience where customers can transition seamlessly from self-service resources to live support channels when needed.

Conclusion

In conclusion, while wikis have their place in collaborative environments, a knowledge base is the optimal choice for businesses seeking to provide exceptional customer support and information.

Its structured, quality-controlled and customer-centric nature ensures that customers can easily access accurate information leading to increased satisfaction and loyalty.

So, when it comes to serving your customers effectively a knowledge base should be the clear winner in your toolbox.

At Malcolm! a powerful, feature rich knowledge base is part of our product - if you aren't already doing so why not start using it with your customers today?

Embeds make it easy to surface a subset of the content you create in Malcolm! in different places (for example your main website or inside your web application) and in a number of different ways (our formats include floating widgets, side drawers and overlays)  

Sometimes you may wish to surface a floating widget, side drawer or overlay within your hosted hub.   For example, we float an "Open a support ticket" side drawer over the right hand side of our own Malcolm! support hub.

You could achieve this previously by adding the master Malcolm! embed code into the "Other JavaScript snippets" box in your instance Settings, or adding the same master code into Google Tag Manager but it was a bit fiddly.

Now, all you need to do is toggle the new "Enable the Malcolm! API library" control in Settings --> Other tags.  

If your embed settings allow it (eg via URL rules) then your embeds will be served in your hosted hub.

The second part of this update makes it possible to easily open a widget or side drawer embed into it's expanded state or fire an overlay embed from a link you place on the page.  That link could be in your regular copy or could be, for example, a Featured box or promo.

You'll now see the option to link to published embeds in the add link dialog of general content areas and Featured boxes and Promos.

Note that in the case of floating widgets or side drawers the pre-expand state must be present on the page in order for it to be opened by the link you add.  So ensure your embed set-up (in particular URL rules) allows this.  

If - for whatever reason - your embed isn't being served onto the page of your hosted hub you are trying to open the expanded embed state from (eg the URL rules of the embed don't allow it or you have unpublished the embed) the link will instead take the user to the conventional web based view of the embed content.

See a walkthrough in the video below:

We hope you like this update - as always if you need a hand implementing or have any other question don't hesitate to get in touch :-)