Help visitors address their own queries effectively with Articles in SalesIQ

What are Articles?

Articles in SalesIQ are a collection of self-service materials that you can draft inside your SalesIQ dashboard and display in the chat window or share with customers during a live conversation. Articles help you add all the questions frequently asked by customers on a website and let visitors access these articles right from their chat window without any complex navigation.

How are they beneficial?

Self-help portal: You can categorize the articles and help visitors find answers to their own questions. Customers can click on the category and choose a topic from the list, which further eases the difficulty of browsing through all the articles in search of one.
Saves time and effort: Operators can share articles during customer conversations instead of typing out the same response every time. This way, they can focus on more important and crucial queries.
24/7 service : Visitors can access these articles right from the live chat window even if operators are unavailable to pick up chats and answer queries at that moment. This can reduce waiting time for visitors.

How does the SalesIQ Article feature stand out?

Use rich text and media files: The Articles module in SalesIQ is now integrated with Zoho Writer to enhance writing experience. This will allow operators to use a GIFs, videos, images and other formatting tools to draft the articles.
Sync your knowledge base in minutes: If you have a group of articles published in your Zoho Desk or Zendesk knowledge base and you want to show/display them in your chat window, all your operators need to do is use real-time article sync from Desk to SalesIQ. On doing this, all articles in your Desk portal will be synced to the SalesIQ portal.
Improve articles with visitor feedback: Operators can improve the quality of the articles in the knowledge base based on reviews from website visitors.

Let's look at a real-time example.

Say, you own an e-commerce store and you have thousands of customers visiting your website every minute of the day. Each of these customers might have a lot of questions about your brand and your website. To address queries like these, you can write different articles and add them to your knowledge base so that visitors can access them from the live chat window. This can help your operators focus on more crucial issues than focusing on the repeated questions..

Quick Tips:

Brain of the answer bot: The more the number of articles, the more powerful your Answer Bot will be. When you have a sturdy article collection, the bot can answer wide range of questions.
Turn chat window into knowledgebase: All articles will be available for access inside the live chat window in the 'Help' tab so that visitors don't have to navigate through different sections in search of help.
Add articles from UAQs: The UAQ section consists of all the questions that the answer bot does not know answers to. Operators can use this collection and draft articles to address queries.

To learn how to add articles and configure them in your chat window, click here.

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