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:
- Ensure your help center is switched on for customers to browse articles
- Provide customers the flexibility to search and browse for Articles directly within the Messenger
- 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.