In update 3.1, Workspace 365 introduced the possibility to inject custom HTML into your workspace, which means that you can essentially integrate any HTML code. Great – but what does that mean? In this blog, I’ll go over several things you can do as a Workspace 365 white label partner with this functionality and how they not only add extra value to your workspace, but can also support you to improve several processes.
Injecting HTML: what does it mean and how do you do it?
One way to add custom HTML to your workspace, is in the configuration of the workspace. However, this is generally a technical process and not accessible to people outside the IT department. Moreover, every time you’d want to change or add something, you’d have to update the configuration of the workspace. Luckily, there’s an easier and more flexible way, which can also be used by people with less technical skills.
This easier and more flexible way is by using a tool, the main one for this purpose being Google Tag Manager. This online tool allows you to place one single piece of code in your workspace only once. After doing so, you’ll be able to easily add code through the Google Tag Manager, which will make sure it will be enabled in your workspace; no programming skills needed.
This is what makes Google Tag Manager such a great tool for, for instance, marketeers or (internal) communication managers, because once the Google Tag Manager code is integrated, it doesn’t require extensive technical skills to add new tools and services. Of course, as mentioned before, you could also use comparable tools or add the code directly.
Want to learn more about how to inject custom HTML? Check out our Support Portal!
What can you do with custom HTML?
Being able to simply add new tools to your workspace through HTML opens up a wide range of possibilities, but what exactly are they? Honestly, the options are more or less endless (seriously, you could integrate a tiny person cheering you on every time you click on something), but I’ll describe the most common ways you could use and benefit from this functionality. The benefit of using Google Tag Manager with this, is that it allows you to target specific pages. This enables you to make tools and features available in specific environments, based on the URL.
Integrate a Support Chat
If everything you need to work is integrated into your workspace, it would only make sense that your support channels are as well. With HTML, you can integrate a support chat such as Zendesk Chat or Intercom into the workspace, so that people can get support where and when they need it most. This way, people can quickly, for example, request password resets, updates on their open support tickets or solve issues such as complicated printer connections.
No one likes to wait hours (or even days) on an email with an answer to their question. Besides that, it’s also not exactly efficient. With a support chat integrated into your workspace, people get a speedily response and can quickly get back to their work. It also has benefits for the people doing the actual support: imagine the reduction in the amount of emails it could bring.
Another benefit of integrating a support chat into your workspace through HTML, is that it’s a powerful way to support flexible and ambulatory employees, whether they are remote employees or for instance a care worker providing care at home. They can instantly get support from wherever they are, without having to personally contact their IT department or go through lengthy processes.
Automated support with a Chatbot
You can also greatly relieve the service desk by automating a big part of your support through a chatbot, like Drift, Intercom Answer Bot and many others. Especially for frequently asked questions such as how to add an application or where to find the RSS feed URL of the company blog; why would you answer the same question over and over again? By integrating a chatbot, you can make sure these questions get properly answered automatically, saving the service desk a significant amount of time.
Another benefit of integrating a chatbot, is that it can quickly pull information from a variety of systems, such as your intranet, file systems or business apps. For instance when someone is looking for a certain policy or guideline; a chatbot can quickly scan systems to find the information that person is looking for, saving hours in manual searching for the right resources.
A chatbot is also a very low-threshold way for people to search support and information. It’s readily available, straight from the workspace. There’s no barrier of feeling like you’re ‘bothering’ someone with questions. The chat function is very easy to understand and in a format most people are already used to.
One important factor of success, is being able to measure it. Imagine going through a big adoption process, putting time and effort in training and communication to make sure the workspace is being embraced… and then what? One very important way to figure out if your adoption efforts were a success, is by simply measuring it. By injecting HTML into the workspace, you can track the use of it with tracking tools such as Google Analytics, Matamo and many others. This way, you can see how the workspace is used, and measure the effects of your efforts.
Are there any interesting possibilities of injecting HTML we have not included in this article? Let us know!
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