Question 1

How do I write a good Frequently Asked Question (FAQ)?

Accepted Answer

Some top tips for writing a good Frequently Asked Question (FAQ) include:

Think like your customers and try to phrase your title in a way a real customer would ask you a question
Use the brief summary area to provide the initial answer - this is what customers will see in search results and when browsing FAQs
For the full answer you can repeat the Brief Summary information but go into more detail
Try and be concise and punchy with your answer - it can be useful to break up the text with subheadings and bullet points
Don't repeat information if it's available elsewhere - better to link to that information! For example if you have an FAQ answering "What times are you open?" and your opening hours are on your main website your answer can simply be "Our opening hours can be seen on our website here" and you can add a link
If you have images or media (eg a YouTube video) that can help with an answer don't be afraid to include it in your answer - Malcolm! fully supports this and customers love it!
Remember to use tags and categories as that will help your customer find their way to the FAQ
Use the feedback option in Malcolm! as that will let customers tell you if the content is useful or not. Regularly review the feedback you get in MyMalcolm!

Question 2

Who created Malcolm?

Accepted Answer

Malcolm! has been created from scratch by a passionate and dedicated team at Acknowledgement Limited.

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

Where is Malcolm! hosted?

Accepted Answer

Malcolm! is currently hosted by Amazon Web Services (AWS) within their Europe region.

For Enterprise clients we do offer the possibility of custom hosting set-up - for example we can support tenanted data, different AWS regions or even different hosting providers. Please contact us for more information on this.

Question 5

How do I switch between Instances?

Accepted Answer

If you are a user on more than one instance you'll see a "My Instances" screen when you login to MyMalcolm.

Once you are in one instance you can also easily switch to another via the drop down that appears at the top of the MyMalcolm interface.

Question 6

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 7

What are labels in MyMalcolm?

Accepted Answer

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date.

To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section.

You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply.

Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

Question 8

How many free trials can I have?

Accepted Answer

Each new instance begins with a 14 day free trial. There is currently no limit to the number of instances you can create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UmVDibLTsZ/insta-05%402x.png (Malcolm! Free Trial)

We want people to to use Malcolm! as much as possible so encourage you to use trials to try out possible ideas or use cases for Malcolm! Setting up an instance with some content and branding can be a quick and effective way to demonstrate to your colleagues or other team members how useful Malcolm! can be!

Question 9

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 10

What is my Hosted Hub?

Accepted Answer

Every instance of Malcolm! comes with a Hosted Hub. This is a website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/V93ed8Zu51/brand-facebook%402x.png (Hosted Hub on Malcolm!)

If you don't have a current website your Hosted Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Hosted Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com

Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.