Question 1

How do I reset my password?

Accepted Answer

If you need to reset your Malcolm! user account password please visit this link.

Question 2

Can I mix different billing plans across my instances?

Accepted Answer

Yes. Billing belongs to the instance rather than the user and we currently offer 3 different types of price plan.

Your Malcolm! user account is personal to you and can be attached to any type of Instance. So it's perfectly possible for a user to be attached to variety of instances some of which may be on different price plans.

Question 3

How do I leave Malcolm?

Accepted Answer

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you.

If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section).

If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm. The new owner must agree to take over responsibility for the instance. Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

If you want to delete your user account please contact us.

We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do contact us and let us know.

Question 4

How many instances can I have?

Accepted Answer

There is no limit to the number of Malcolm! instances your user account can be attached to.

Question 5

How do I sign up?

Accepted Answer

You can sign up and create a Malcolm! user account by filling in the registration form here.

You will need to verify your account via clicking a link in an email we send to your email so please ensure you use a real email address!

It is free to sign up and have a Malcolm! user account - billing belongs to an Instance rather than a user. See here for more on instances.

Your user account can be attached to one or more instances of Malcolm! and you can easily switch between them. This can be great if your company or organisation are using Malcolm! for various different things or if you are a freelancer and work with Malcolm! across different clients or projects.

Question 6

What is Malcolm?

Accepted Answer

Malcolm! is a super flexible set of tools that quickly helps you with your user interactions.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/g951PpANTK/fb-no-text-01%402x.png (Welcome to Malcolm!)

Tell me more!

If you are a business that has customers or other stakeholders (eg suppliers) you will almost certainly have to support and service these people. This often involves answering their questions and/or taking them through routine tasks or procedures.

For example

Customers may have questions about a product or service you sell
To process an order/booking/request or set up/modify your customer records you might need to collect certain information from a customer.

You could deal with these customer interactions face to face, over the phone or by email.

But the more customers you have the more time that takes up - and it can be never ending as more and more questions keep coming in every day.

With Malcolm! you can quickly digitise your Frequently Asked Questions and turn repetitive tasks or procedures into Workflows. Then direct customers to your website 24/7/365 where they can self serve.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/AyHgeEg6cX/fb-no-text-05%402x.png (Change your business or organisation for the better with Malcolm!)

Neat right?

There are also lots of cool features like customers being able to give feedback on answers, analytics so you know the most popular questions your customers are asking plus integrations with other software like Dropbox or Mailchimp (and over 1,500 other apps via Zapier) so you can automatically send the information you collect via Malcolm! into other systems. And that is just for starters - there are lots and lots of further powerful features.

Did we mention you can also easily style and brand everything to match your business branding? And use your own domain name?

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ixsmp4XOhV/fb-no-text-04%402x.png (Malcolm! At your service)

Find out more

Explore this Support Section which is itself running on Malcolm! to find out all the things you can do and how to do them. Or browse our main website for an overview of all the features and pricing.

Sign up for your free trial here.

And if you’ve any questions which aren’t answered in our Support section reach out to us anytime and we will be glad to help!

Question 7

Can I password protect my Hosted Hub?

Accepted Answer

Yes, you can password protect your Hosted Hub. You can also password protect individual FAQ's or Workflows.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/KFFCF1u5Kx/password-fb%402x.png (Password protect your content on Malcolm!)

Read more about password protection of content on Malcolm! here.

Question 8

Can I put the Facebook Pixel on my workflows/forms/FAQs/content?

Accepted Answer

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs.

There are two ways you can do this.

The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - for more details see this FAQ.

The other way is to use Google Tag Manager. You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

Question 9

Can I change where the logo on my hosted hub and hosted pages links to?

Accepted Answer

If you add a logo to your theme it will by default link to your hosted hub home page. Sometimes you might prefer to have your logo link back to your main website, or another destination.

You can change where the logo links to and whether that link opens in a new window or not in the header section of your theme.

Question 10

How do I change my rating elements from percentages (%) to stars?

Accepted Answer

In addition to the default "Did this help you? Yes/No" percentages style of rating you can now alternatively switch to a star rating system where your users can rate content from 1 to 5 stars.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/13xLIdBegJ/screenshot-homelender.malcolm.support-2021.01.15-16_19_22-2.png (Star ratings in Malcolm!)

The system used is set in the Settings section of MyMalcolm under FAQ or Workflows - look for the "Feedback ratings" area. You can switch between the two methods of rating whenever you wish and you can also use different rating systems for FAQs and Workflows.

Because rating content 1 to 5 stars is a bit more linear than a simple yes/no in response to "Did this help you?" we apply some logic behind the scenes when switching between rating styles. A "Did this help you? - No" is equivilent to 2 stars and a "Did this help you? - Yes" is equivilent to 5 stars, which slightly upweights positive feedback.

Don't forget you can change the colours of your rating elements too. See here for more details on how to do this.