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Increase your articles’ visibility and help customers self-serve with Article Suggestions on the Home Screen

Priyanka avatar
Shared by Priyanka • January 20, 2022

We have enhanced the Messenger even further by introducing Article Suggestions which can help boost your articles view rate by up to 135%.

Articles can play a crucial role in increasing customer self-serve rates and reducing inbound conversations especially for repetitive inquiries. Here is how you can maximize the value of your articles:

  1. Ensure your help center is switched on for customers to browse articles
  2. Provide customers the flexibility to search and browse for Articles directly within the Messenger
  3. Take it a step further with Article Suggestions - Simplify customers’ search for help by providing suggestions to articles even before they start searching.

How do Article Suggestions Work?

  • Your customers will see the top 3 suggested articles based on highest viewership in the last 7 days.
  • Suggested articles will be tailored for visitors and users.
  • You can also exclude certain articles from appearing in the suggested articles list.

With Article Suggestions, increase your articles view rate, guide customers to self-serve and reduce inbound conversations so that you and your team can focus on the more critical issues and VIP customers.

To learn more, visit the Help Center.