The Platform | Digital Experts

The problem

People are asking. You never hear the question.

They ask a search engine, a forum or a friend. Whatever answer they get, the question never reaches you. So you can’t see what people need, or fix what’s missing.

What you can’t see now

What people ask about you, in their own words.
The questions nobody could answer.
Where people are asking from.
Who needed a person, and why.
How people felt when they asked.

What you see with Digital Experts

Every question, in the words people use.
Knowledge gaps, each with a fix.
A live map of where people ask from.
Handoffs, with the details already collected.
Topic trends, and how people felt.

What you control

You decide what it knows and how it sounds. Nothing goes live until you approve it.

01
Knowledge
Curated by your people, from your own website and files. Your team signs off what it says.
02
Style and voice
One simple voice, areas of expertise or named characters. Warm or formal, brief or thorough, with your do’s and don’ts on every reply.
03
Actions and handoffs
What’s offered and when. Which conversations reach a person, and where the alert lands.
04
Channels
Your website, your socials, smart QR codes and direct links. Add or retire an area or character any time.

How it works

Four jobs. One loop that keeps getting better.

01

Know

Your people curate it.

Brand Studio & Knowledge Base

Add your website, files and what your people know. Then choose how people meet it, and set exactly what each area can answer from.

Areas of expertise, symbols or characters
Each area leads with the sources you tick
Your website synced weekly

← BACK TO COLLECTION

Greenvale CouncilSTUDIO

Brand StudioKnowledge BaseActionsInsightsConversations

CONFIGURATION

ConnectorsProperty & AccessShare & Deploy

Launch Simulator

Brand Studio

Set the identity for Greenvale Council and how people meet your knowledge.

How people meet your knowledge

One choice. It changes what the public sees on the front door and in the chat.

Areas of expertise RECOMMENDEDYour knowledge by topic, shown with your own photography.

Symbols SIMPLEEach area as an icon on your brand colour.

One voice MINIMALOne clear voice for all of your knowledge.

Areas of expertise

Each question goes to the best placed area.

+ Add area of expertise

Planning and permitsAREA OF EXPERTISETreesGranny flatsSigns

Add a photo

Parks and reservesAREA OF EXPERTISEDogs off leashBookingsPlaygrounds

Rates and paymentsAREA OF EXPERTISE

Community and eventsAREA OF EXPERTISE

EDIT AREA OF EXPERTISE

Planning and permits

SHORT LINE

Building, trees, granny flats and signs

PHOTO

ANSWERS FROM

greenvale.vic.gov.au/planningWebsite · synced weeklyPlanning permit guide.pdfFileTree removal questionsCurated knowledgeOld fees schedule.pdfFile

Use the Brand Studio tone of voice

CancelSave area

02

Deploy

Wherever people ask.

Share & Deploy

Your Digital Experts don’t wait on your website. They go wherever people ask. On your site, across your socials and out in the real world. Made by our creative team or your own agency.

On your site
Ask Greenvale Council on your website, in your own look and voice.
On your socials
Campaigns and content that send people to ask, made by our creative team or your own agency.
In the real world
QR codes on signs, packaging, events and print, so people can ask right where the question comes up.

Tracked Links

Every conversation knows where it started.

Give each poster, pack, post or email its own link and QR code. Every open, conversation and handoff is counted against the place it came from, so you can see which placements bring people in and which ones lead to action.

A link and QR code for each placement, online or in print
Opens, conversations and handoffs counted for each one
Conversations filtered by link, channel and source

Tracked Links

Know which campaign, channel or placement started each conversation.

+ New tracked link

Name	Campaign	Opens	Conv.	Handoffs
Park signssignage	always-on	412	298	21
Rates noticeprint	rates-2026-08	356	241	34
Library posterposter	always-on	128	97	6
Instagram bioinstagram	always-on	203	119	4

Example council and figures, for illustration.

03

Answer

People ask in their own words.

Actions & Integrations

Answers are curated by your people, in your words. The right next step shows up when someone is ready, and a person steps in when needed.

Bookings, enrolments, product pages and donations
Handoffs to WhatsApp, Slack, Email, Teams or Monday.com
Details collected before your team picks it up

← BACK TO COLLECTION

Greenvale CouncilSTUDIO

Brand StudioKnowledge BaseActionsInsightsConversations

CONFIGURATION

ConnectorsProperty & AccessShare & Deploy

Launch Simulator

Actions

The right next step, or the right person, at the moment someone needs it.

+ New action

AllNext stepsHandoffs

ACTIONTYPEPLACEMENTSENDS TO

Check if I need a permitWhen someone asks about trees or buildingNext stepIn chatMenuPermit checker

Planning questionWhen the answer isn’t in the knowledge yetHandoffIn chatPlanning team · Teams

Report a hazardSomeone reports damage or a safety issueHandoffIn chatWorks team · Teams

Grants enquiryEligibility or application questionsHandoffIn chatCommunity team · Email

Customer serviceLast resort, when a person is neededNext stepHeroIn chatService desk

Shown your way: one simple voice, areas of expertise, or named characters.

See it live →

04

Learn

Every question helps you.

Conversation Intelligence

See what people ask, what they can’t find and the words they use. Then put it to work in your messaging, strategy, marketing and operations, and back into what your people know. Round it goes.

Topic trends and mood
Knowledge gaps, each with a fix
A live map of where people ask from
A calculator for the time you save

← BACK TO COLLECTION

Greenvale CouncilSTUDIO

Brand StudioKnowledge BaseActionsInsightsConversations

CONFIGURATION

ConnectorsProperty & AccessShare & Deploy

Launch Simulator

Insights

What people asked Greenvale Council this week, and what to do about it.

OVERVIEWTOPIC TRENDSMOODLOCATIONSANSWER QUALITYTIME SAVED

How long does a planning permit take?Planning and permitsRising

Is the pool open on public holidays?Community and eventsAsked often

When is hard rubbish collection?Parks and reservesAsked often

Can I get a refund on a pet registration?Rates and paymentsNew

Who fixes a broken streetlight?Not covered yetNew

FIX THIS GAP

How long does a planning permit take?

People asked it in their own words: “how long for a permit”, “permit wait time”, “when will I hear back”.

Four jobs, done in one exchange.

Can I remove a dead gum tree in my backyard?

It depends on the tree and where you live. Check its size and species, and whether you’re in a heritage or bushfire zone.Check if I need a permit

How long does a permit take?

I don’t have current timeframes in my knowledge yet, so I won’t guess. Leave your email and the planning team will confirm.Leave my email

Know
Did the answering.
The tree advice came from the council’s approved knowledge.
Deploy
Met them where they were.
They scanned a QR code on their rates notice and asked from home.
Answer
Found the next step.
The permit check appeared when it mattered. The handoff collected an email.
Learn
Did the noticing.
The unanswered question is now a knowledge gap, with a fix attached.
Tomorrow
It’s closed.
Once the timeframes are added, the next person gets the answer straight away.

Across your organisation

One platform. Every team gets something back.

Marketing and comms
Set how you look and sound. Read what people ask as a content plan written by your audience.
Frontline and service
The repeat questions are answered. Handoffs arrive with the details already collected.
Programs and product
Work through the knowledge gaps. Every unanswered question is something specific to add or fix.
Leadership
See where your audience is, and put a number on the time you save.

See who it’s for →

Getting live

Three steps. We’re with you at every step.

01
Gather what your people know.
We work with your team to turn your website, guides, FAQs and policies into knowledge. You approve it.
02
Choose how people meet it.
One simple voice, areas of expertise or named characters. Then your tone, right down to how it says hello.
03
Go live everywhere.
Your website, QR codes on print and packaging, and links in email and social.

Book a demo See pricing →

Know. Deploy. Answer. Learn.

People are asking. You never hear the question.

You decide what it knows and how it sounds. Nothing goes live until you approve it.

Knowledge

Style and voice

Actions and handoffs

Channels

Four jobs. One loop that keeps getting better.

Know

Deploy

On your site

On your socials

In the real world

Every conversation knows where it started.

Answer

Learn

Four jobs, done in one exchange.

Did the answering.

Met them where they were.

Found the next step.

Did the noticing.

It’s closed.

One platform. Every team gets something back.

Three steps. We’re with you at every step.

Meet your Digital Experts.