Since the last product update, we have been busy working on several great enhancements. While some of the improvements to the platform will be shared over the next couple of weeks and months, today we are excited to announce that from Thursday, October 24th 2019, all clients regarding active subscription plan, with be getting better Insights.

### __Better Insights better decisions__
One of the major benefits of Layerise is the easiness of data collection and the user-friendliness of data visualisation. After several rounds of revisions and testing, we are finally releasing much better Insights to track the performance of your Product Assistant's. We’re more than convinced that these aggregate data insights will help you continuously follow Product Assistants success and to further improve the customer experience.  

### __New features__
With this update to Insights, you will be able to quickly get short and long term performance measurements. On top of that, you will be able to see performance changes to all measured KPI's (Key Performance Indicators).

![Layerise Insights Since Beginning](//images.ctfassets.net/scrf7o05zai3/CPYx38njZtJBKToXpVcez/1ca23cbec4e16d6b36872cfa91687ff5/zoom.png?w=1200&q=80)

#### Measured KPI's
Following KPI's are measured across all date ranges.

- Registrations 
- Customers
- Conversations
- Cost saved on paper (Layerise Product Assistant vs. conventional printed product manuals)

#### Date ranges
Following dates ranges and data granularities are available.

Date ranges and with daily data granularity
- Last 14 days   
- Last 28 days 
- Last 90 days

Date ranges and with monthly data granularity
- Since beginning 

#### Customers
One highly requested feature over the last couple of months has been the ability to measure product adoption by customer group and track product model registration. With this update, it is now possible to see product adoption down to the individual customer. This feature is supported by the Dialog customer & product satisfaction rate ([Read more](https://www.layerise.com/resources/blog/post/introduction-to-layerise-dialog "Product Satisfaction Rate")).

That’s all for this update. If you have any questions or need help please [join our community](https://spectrum.chat/layerise "Layerise Community"). As we move with 🚀speed we expect to be able to unveil something awesome already next week. Get the update directly [here](https://admin.layerise.com "Layerise Admin New").


Layerise Insights

Better insights - Product Announcements

At Layerise we are in the summer mood and with a few extra sun hours, plus most likely too much coffee, our productivity has skyrocketed. As always, we use our momentum to produce great solutions and provide a better service, and for our June product update we are releasing Apps (formerly known as Add-ons), customer behaviour tracking and improved customer detail UX. 

## Apps
Over the last many quarters we have been addressing the need for advanced configuration by providing small and powerful add-ons. These add-ons allowed you to quickly and easily enable additional features such as customisation abilities, advanced Dialog setup and much more. As this has been very popular, and many of you have requested additional features to be added to the Add-on library, we have decided to rethink our Add-on offering as we wanted to provide you with a solution that can serve your needs well and even with better results. 

![Layerise - Product Update June 2020](//images.ctfassets.net/scrf7o05zai3/7KCGhycIRyNeC4UToY36Re/d857509bea5a8bc3f4259c7160c4603a/customer_detail_page_2020.jpg)

With this release, we are renaming Add-ons to __Apps__. Also, we are expanding the library of Apps to include interoperability options, third party editor tools, and at the same time keeping all the already known configuration options available. 

## Behaviour tracking
At Layerise we want to empower you to provide the best possible post-sales experience for your customers with the use of Layerise Product Assistants. At the same time, we want the end-consumer to feel that the Product Assistant they engage with is the most useful and empowering assistant for the product they have acquired. To do that, we have spent a lot of time studying and mapping out the solutions that provide the abilities required to reach our goal.

With this update, we are taking another large leap towards our goal by:
- gamifying product content consumption, 
- and providing deep behaviour tracking. 

#### Content consumption as a game
Making sure that your content is read and understood, requires careful content production. The content and material need to be written or made to educate and at the same time provide valuable content experience. 

This can be difficult and sometimes very hard to reach when dealing with complex products, product attributes or even very important hazardous information. Even though our Product Assistant already outperforms the conventional printed user manual or classical web knowledge-base, we still want to move the needle even further.

![Layerise - June 2020 - Progress bar](//images.ctfassets.net/scrf7o05zai3/6t00CNsHKvMgxl2cjEiFwR/dbe0369b9b11853be8ea0cf0b0e2bcab/menu_trigger_l.gif)

With this release, we are gamifying content consumption by helping your customers keep track of how much they have read. As evident to the above animation, every customer will now see a progress indicator as they go through your material. When a piece of content has been completely viewed it will be marked as completed and the customer will get a visual cue of what they have accomplished and what is left to be consumed. 

> Our research shows that immediate gratification, a clear overview of what has been accomplished and what is left to be seen, has a great impact on how much the individual customer consumes. 

In addition to the ability where the Product Assistant enables the customer to see the reading history, the Product Assistant is also providing customers with the ability to quickly move to the next content piece, send feedback and even ask for help when the material is not sufficient. 

#### Understand your customers
While the gamification of content consumption helps your overall customer base get the most out of your material, it also allows you to access a new set of data. With this release, you will be able to see the behaviour patterns of your customers included in the customer activity timeline. 

## Customer detail page
With this update, we are also releasing a completely redesigned customer detail page. The new design is optimised for greater information density and at the same time provide better geographical and behavioural information while at the same time provide full support history including third-party apps as Zendesk Tickets.  

![Layerise - June 2020 Customer Detail page](//images.ctfassets.net/scrf7o05zai3/4mKnbuUU7B4H6R7yRQdGzG/5f9a96cc5567dd404dac0e6434461b6a/customer_detail_page_2020.jpg)

## Release date
Over the next few days, this update will be rolled out. All features mentioned in this update will be available for any Layerise plan. As always, if you have any questions or need help please reach out. 

Layerise - June 2020 Product Update

June'20 Product Announcements

With a few days left of May, we wanted to reach out with this months product update containing several awesome enhancements. For this update, we have been focusing on improving our Dialog conversation tools by completely rebuilding the user interface. In addition, we have been planning and executing on several interoperability enhancements. As a result of this work and due to popular demand we are releasing a Zendesk addon. Finally, we are introducing additional support options for the Layerise Pro plan. 

## Improved Dialog UI 
Since the first version of our Dialog feature, it has been our goal to build the most aware, empowering and efficient conversation tool on the market. We have come a long way with the ability to merge 3 core components to the conversation: 

- Customer awareness with first-level data and customer authentification
- Product awareness with product contextual dialog and customer ownership declaration
- Behaviour awareness with complete customer assistant, product and dialog oversight

As we are adding increasingly more actionable data and powerful features to our Dialog interface we need to keep improving the user experience and user interface. For this release, we have completely redesigned the Dialog look and feel. 

#### Better inbox 
One of the most important things about engaging customer dialog is   conversation overview and clear conversation agenda flows. To do this we have improved our inbox layout, where your team members only will see their conversations that are either assigned by the team lead or claimed by the individual member. 

- Inbox - displaying all new and ongoing conversations
- For you - displaying conversations assigned to the active member
- Closed - displaying all closed conversations

Note that New and Unassigned conversations will be marked. Besides, all conversations will be displayed in prioritised by time-since-last-message ascending order. 

![Layerise - Better inbox](//images.ctfassets.net/scrf7o05zai3/6v7ZpFw3TnFespbwzzb6Yy/3dcc5f77de819f7d3628435ba3be1f9c/Better_inbox_b.jpg)

#### Enhanced conversation thread
Another enhancement is the optimised conversation thread UI. To ensure an easy and effective reading experience we want to provide a conversation thread design that removes all the clutter and noise. With the new thread design, your team will be able to scroll through conversation history and notes easier without redundant information or graphical components.  

#### Powerfull sidebar
The new sidebar adds support for additional use-cases and is completely redesigned. While our previous sidebar had customer-contric data, it lacked information density and useful features. With this release, we are changing all that. 

![Layerise - Sidebar](//images.ctfassets.net/scrf7o05zai3/2PQXteSYv1zTPnfJXUUe72/caf062741db248556c3689f995bd2ef1/sidebar_b.jpg)

The new sidebar provides much more contextual customer data and simplifies customer oversight. Depending on the customer activity the customer data availability will contain data as conversation rating, contact details, geographical location and language preferences.    

Also, with the new sidebar, you can read already existing or create new Zendesk tickets directly from the sidebar. While creating Zendesk tickets you can engage the customer undisturbed. Note, when creating the Zendesk ticket we are automatically adding the conversation thread to the Zendesk ticket, allowing your Zendesk team gain quick oversight of the conversation history. A detailed introduction to the Zendesk add-on is available below.   

Finally, you are now able to see all conversations for a single customer for any product. This also comes with the ability to add notes directly on the thread whilst only being available to your internal staff.

## Click-to-call
We are also very excited to announce that we are rolling out Click-to-call. With the power of Layerise customer authentification, we can merge data sets and features than conventional customer experience tools just can't achieve.

![Layerise - click-to-chat](//images.ctfassets.net/scrf7o05zai3/1u9HdWuDQIbePCDTOkTRyf/5e0923ac7801f94e0e2b3a1ebade804b/click_to_chat.jpg)

With this feature you can call any customer, anywhere in the world, using one of your favourite communication services like FaceTime, HangOut, Google Voice or even your iPhone or Android phone. Over the next few months, we will be rolling out video-call support as well.

## Zendesk add-on
To make sure that we extend the capabilities of Layerise outside the platform, we are introducing Zendesk to our add-on library.  With the Zendesk add-on, you can create new Zendesk tickets directly from Layerise. Use this add-on to empower your team to handle the support tickets faster and more efficient. The Zendesk add-on gives you: 

- Convert Dialog conversations from Layerise to Zendesk as tickets. 
- Send an active Dialog conversation thread to a Zendesk ticket.   
- See existing Zendesk tickets during an active Dialog conversation with a customer.  

Go to the Add-on library to add the Zendesk add-on to your Layerise account. After the add-on has been added you can use the Zendesk features directly from Dialog. 

![Layerise - Zendesk add-on](//images.ctfassets.net/scrf7o05zai3/2jHbabE89XZVyE5EXzcLUf/463b3ba6dbd7907200db45faa92115e0/layerise_zendesk_b.jpg)
## Live support
To provide an even better experience using Layerise and to be able to assist when help is needed we have decided to provide Live chat support.  This means that we from today have deprecated our Layerise community hosted on Spectrum. We believe that this can reduce response time and provide a fluid support experience while using Layerise. 

Getting access to Live support is easy and contextually made available depending on where you are and what you are doing in your account. On the other hand, we have also dedicated a fixed Live support button on the main navigation. 

## Other 
Many have been requesting the option to add specific billing recepients for easier internal financial processes. From this release you will be able to set specific billing recepients through your Layerise billing settings.  

## Release date
This release will be rolled out in couple of days on May 31st. While all features, excluding Add-ons and Live support, that are covered in this update will be available for Free and Paid plans, the ability to add Add-ons to your account and access Live Support is only available for Paid plans. As always, if you have any questions or need help please reach out. 

Layerise - May 2020 Product Update

May'20 Product Announcements

> Since our last update, COVID-19 has become a major global challenge. While things are getting better for some, others are going through some of the hardest periods of their lives. We are sending our warmest thoughts to you and your loved ones. Stay safe and healthy.

For the April update, we have been focused on building solutions that solve some of the most requested enhancements. Therefore, this update focuses on branding customisation options and covers some major changes to our Assistant URL schema in our constant effort to maximise SEO and increase end-user trust.  

## Advanced branding features
With this update we are happy to announce that we are rolling out advanced branding features. This has been one of the most requested features and with good reason. Making sure that your Product Assistants have brand similarity and can be customised to fit brand identity is key for providing a brand-safe Product Assistant environment. 

![Layerise - Advanced branding](//images.ctfassets.net/scrf7o05zai3/NXgsv0y42BfsxwT9irVye/491b3b235c71fd757edc6e0cacc66203/Advanced_branding_a.jpg)

From now on all Paid plans will have access to advanced customisation abilities through their [account](https://admin.layerise.com/ "Layerise Admin"). It is now possible to configure:

- Colour
- Logo
- Icon
- Cover 

Over the next couple of months, we will be adding additional advanced abilities to further help you create the most optimal brand align Product Assistant. 

Moreover, all PAID plans will no longer require the Layerise attribution, and the brand logo will take its position. 

## Improved settings UI
As we are adding more abilities it is natural that configuration pages as settings become cluttered. To counter that we are rolling out UI improvements for the following setting:   

- Organisation setting
- Workspace setting
- Profile setting

![Layerise Admin - Workspace settings](//images.ctfassets.net/scrf7o05zai3/4rWvTRCSGY9CJx1G70aneD/47f7de8c165693fbe0161109af4c48d1/Workspace_settings.jpg)

## SEO and user-friendly URL's 
From the initial release of the Product Assistant V1, we have been tracking and analysing the Assistant accessibility, sharability, trustworthiness and search engine performance. While many of the design-centric and performance technical factors as UI, UX, loading speed and more have been dealt with over the last many month's releases, one area we have been super eager to look at has been the Uniform Resource Locator or as most known by URL. 

Until now all Product Assistant were accessed through the individual product ID ie. *ck9lcwuzy2smv0782uk6oki1g* placed in the and of our URL path. While this setup didn't really cause any issues, it did result in ugly looking URL's as evident below: 

![Bad ](//images.ctfassets.net/scrf7o05zai3/3W8HtYn4Uy4ci1VAyP8qbh/7354dfd6b11aed231b2266e5b8b65154/old.png)

Concluding that an URL is ugly is a cosmetic opinionated conclusion, however, there is a great deal of upside of making URL's user-readable. Allowing customers to easily understand the URL path, with the composition "domain.com/locale/brand/product", lowers the risk assessment of whether this is a safe destination. In addition, exposing clear and expected brand and product names increases trustworthiness, something that is essential during: 

- Product registration
- Product onboarding
- Troubleshooting
- Communicating with support

Another great reason for introducing an improved URL schema is to maximise the SEO potential. Along with the Product Assistant title tag, link anchor text, and obviously the content itself, search engines use webpage’s URL to understand what the page and content are all about. 

![Good URL](//images.ctfassets.net/scrf7o05zai3/7p1ZtVhfdIvOyOCPzGzpxU/55aabfe7f8a71dd461ef38e4e2b21ea1/new.png)

Finally, the rollout of the URL schema update will happen safely and without the need for any actions. Already created Product Assistants are already available with the new URL which can be accessed through your [account](https://admin.layerise.com/ "Layerise Admin"). Any links based on the legacy URL are automatically routed and thereby still working.

## Release date
We will be rolling out this release during the next few days. While all features, excluding advanced branding options, covered in this update will be available for Free and Paid plans, the advanced branding customisation is only available for Paid plans. As always, if you have any questions or need help, please reach out.

Better insights - Product Announcements

Better Insights better decisions

New features

Measured KPI's

Date ranges

Customers

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