客户门户与公开知识库
通过签名链接提供客户门户和公开知识库，让客户自行追踪工单并找到答案，而你无需为外部席位付费。
- 通过安全链接的客户门户
- 公开知识库
- 工单与服务 SLA
- Knowledge base governance: owner, reviewer, review cycle and overdue article, internal or external audience, archiving with an audit trail.
- A help center assistant grounded only in published articles, with the sources in view, and a deflection rate with a written definition.
在 Sellio 中免费，你只需为机器付费
客户门户通常按外部用户收费。在这里没有这样的费用：你只为机器付费。
通过签名链接访问门户
您的客户通过一个链接进入安全门户，无需按外部用户计费。想服务多少客户都可以，不收席位费：您只为机器付费。
公开知识库
发布解答最常见问题的文章，减少工单量。客户可随时自助解决问题。
带 SLA 的工单
按类别、优先级和响应期限组织支持工作。每件事都有负责人，也有解决时限。
7×24 自助服务
无论您团队的工作时间如何，门户和知识库全天候可用。排队更少，满意度更高。
集中式历史记录
每一次客户互动都会被记录并关联到账户。支持团队在每次对话中都掌握完整背景。
门户与知识库，无外部用户费用
签名链接（HMAC）：安全且免登录
在同一个 CRM 中提供带 SLA 和队列的支持
Deflection that survives an audit: only the explicit statement of someone who was about to open a ticket and gave up counts; reading does not, and the ticket beats the statement.
自助服务
客户通过安全链接追踪自己的工单并浏览知识库，从而减少客服工作量。
结构化的支持
带类别、优先级和 SLA 的工单让支持工作井然有序且可衡量。
Governance · who answers for each article
A base that grows without owners rots in silence. Each article gets an owner, a reviewer and a review cycle in days: the next review is the last one plus the cycle, and an article past that shows up as overdue on the governance board, calculated the moment you open it, with no dependence on a nightly sweep. Only published articles are held to it: a draft is still being written and an archived one is out of circulation. The overdue notice goes to the owner, once per due date; an article with no owner notifies nobody and is flagged on the board, which is where a missing owner gets resolved. An article with no cycle never falls due, and nobody is nagged about it. Visibility stopped being just published or not: the audience is external (what the help center and the portal show to anyone with the link) or internal (it never leaves the CRM), and every article is born external, exactly as it behaved before. Archiving takes the article off the air with an author, a date and an audit trail, instead of someone editing a status field; unarchiving sends it back to draft, never straight back on air. And the AI draft: pick up to five resolved tickets, point at the gap to cover if you want, and the assistant writes one reusable article using only what is in the tickets, in general terms and with no personal details. It is always born as a draft and enters the same review queue as anything written by hand: AI proposes, a person approves. Usage per article tells you how many visits opened each one, through which door, and which published articles nobody read in the period.
Self-service · the assistant and deflection
The public help center gained an assistant that answers grounded only in your published articles and shows the sources it used, so whoever reads a generated answer can check where it came from. When it finds nothing it says so, points to the ticket form and records the question as a coverage gap, which becomes your queue of what to write next; it never fills the silence with an invented step, and with no AI configured it shows the articles it found instead of pretending to be out of order. That is what makes deflection measurable, and the definition is strict on purpose: an avoided ticket is the explicit statement of someone who was on their way to open a case and, after receiving an answer or a suggested article, clicked that it solved the problem. Reading an article does not count. Searching without an outcome does not count, because closing the tab is not success. The ticket beats the statement: whoever said it was solved and opened a ticket in the same visit counts as a ticket, and that does not go back. A visit that decided nothing is left out of the rate, neither on top nor at the bottom, and is reported separately as undecided. The rate is the share of visits that decided something and decided not to open a ticket; with no decision in the period it stays empty, never 0%, because not knowing and zero per cent are different answers. The visit is anonymous end to end, an opaque key created in the browser, with no e-mail and no address.
- 1
撰写文章并发布知识库。
- 2
为您的客户生成签名门户链接。
- 3
接收按类别、优先级和 SLA 分类的工单。
- 4
在同一处追踪每个账户的历史记录。
降低支持工作量
公开知识库中的文章解答重复性问题，在部分工单产生之前就将其消化。
服务外部合作伙伴
一个签名链接即可让客户和合作伙伴访问门户，无需为每位外部用户付费。
达成响应期限
按优先级设定 SLA 的工单确保关键案例在约定时间内得到处理。
Sellio 的客户门户是什么？
它是一个通过安全链接访问的自助门户，客户无需登录即可追踪自己的工单。
我需要为每一位访问门户的外部客户付费吗？
不需要，门户和知识库没有按外部用户计费，你只为基础设施付费。
签名链接是如何运作的？
它是一个安全的 HMAC 链接，无需客户注册或使用密码即可授予门户访问权限。
什么是公开知识库？
它是解答常见问题的已发布文章，让客户可以在一天中的任何时间自助解决。
工单 SLA 是如何运作的？
工单具有类别、优先级和响应截止时间，确保关键案例在约定时间内得到处理。
门户在非工作时间也能访问吗？
可以，无论您团队的工作时间如何，门户和知识库全天候可用。
客户的互动历史会被记录下来吗？
会，每次互动都与客户账户关联，让支持团队掌握完整背景。
门户和知识库是免费的吗？
Yes. It is included in the per-user plan; you can try everything free for 14 days.
这能帮助减少工单量吗？
可以，公开知识库中的文章能解答重复性问题，在部分工单产生之前就将其消化。
How do you count an avoided ticket?
Only when the person, after receiving an answer from the assistant or a suggested article on the way to opening a case, clicks that it solved the problem. Reading an article and searching without an outcome do not count, and if they open a ticket in the same visit, the visit counts as a ticket.
Does the article written by AI go live on its own?
No. It is always born as a draft, from up to five resolved tickets, and enters the same review queue as any article written by hand. AI proposes, a person approves.