This SOP provides clear instructions for reporting bugs or errors in Shilo and accessing immediate support when something doesn’t look right. While Shilo ensures a high level of accuracy with a 98% success rate in transcriptions, occasional errors or system bugs may occur. This guide outlines the steps to quickly and efficiently resolve such issues.
Getting Immediate Support in Shilo
1. Identifying Issues
Recognize Potential Errors
Understand that Shilo’s transcription accuracy is 98%, meaning a small percentage of errors may occasionally occur.
Bugs may arise as Shilo is a SaaS platform, which is continually updated and improved.
Look out for discrepancies or unexpected behavior in the platform.
2. Reporting Bugs or Errors
Access the Support System
Navigate to the bottom-right corner of the Shilo interface.
Click on the Shilo logo to open the support chat window.
Submit a Message
Provide a clear description of the issue, including what doesn’t look right or isn’t working as expected.
If possible, include screenshots or relevant details to help the support team understand the issue better.
Engage with the Help Desk
The help desk is staffed by real people available during business hours.
Expect a prompt response and assistance from the support team.
3. Escalating Issues
Contact Your Customer Success Manager (CSM)
If additional support is needed or if the issue requires further escalation, reach out to your assigned Customer Success Manager.
Ensure that you’ve detailed the problem thoroughly to expedite resolution.