Access to support material on this site

Forum Improvements
1

The Orca Facebook group sometimes contains cries for help from users that have not been able to get responses from Orca Support within the expected timeframe. Could we improve the situation by creating a support section with a list of applicable support topics and answers, alternatively a searchable knowledge base, in this forum? Perhaps categorised / monitored / visited / answered or moderated by Support?

Being more modern, and if you are not able to find what you are looking for in a list of topics, the ‘Your topic is similar to…’ popup that comes up when you start writing on a new topic is a great feature. This could be very useful as the amount of content grows. AI galore, I guess. :slight_smile:

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I agree that the user cries for help need to be answered quickly and effectively. have found the AI chatbot to be very helpful. It knows all the reference and help material Orca has produced, and it’s pretty good at diagnosing problems. With this in mind I suggest:

  1. Give the chatbot all the FaceBook discussions to ingest (curated for inaccuracies)
  2. Continue to add to the reference material on getorca.com, and give all of that to the Chatbot
  3. Put a focus on providing information on integration with non-Orca stuff (Raymarine, B&G, Victron, Simrad, etc etc etc) since that’s where most of the user problems (probably) arise. Feed all that to the chatbot.
  4. Make sure access to the chatbot is 100% bug-free. I have found it to get stuck sometimes. As the prime first line support tool, it has to work first time every time if user blood is not to boil!
  5. Maybe make it a bit more obvious how to get to the chatbot, and raise user expectations on it - i.e. that it is actually useful not just a gimmick.

I was really amazed at how clever the chatbot was at diagnosing a problem I had. I wouldn’t have believed how helpful it could be if it hadn’t fixed me up mid-passage.

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You got in ahead of me.. I found myself writing a suggestion then read yours and realiused that I am merely duplicating your thoughts. Using a well trained bot will help people get the right help faster by avoiding a lot of parsing.

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