Built For You - New in Intercom

Discover and learn about the latest Intercom features, improvements and more.

business messenger
articles
January 20, 2022

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

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.

Christine Zdelar
Product Manager
Davey Heuser
Designer
Fedja Bosnic
Engineer
Colin Kennedy
Engineer
Adam Hutchinson
Engineer
Matt Donnelly
Engineer
Ryan Challis
Engineer
Kacper Cygan
Engineer
Dariusz Osiadacz
Engineer
Mathew Cropper
Product Manager

emoji negative reaction for 'Increase your articles’ visibility and help customers self-serve with Article Suggestions on the Home Screen' emoji neutral reaction for 'Increase your articles’ visibility and help customers self-serve with Article Suggestions on the Home Screen' emoji positive reaction for 'Increase your articles’ visibility and help customers self-serve with Article Suggestions on the Home Screen'