Make conversations more efficient by addressing repeated queries with FAQs
What are FAQs?
FAQs are a list of common questions visitors have asked about your product or service that you can add to your knowledge base. The FAQs can be shared by the operators or bots during the conversation. When the intent of the visitor's query matches any of the FAQs, then the following answer will be suggested on the chat window. The FAQ section will be the go-to feature for customers to find answers to their questions. .They can help operators share quick information to help visitors resolve the queries.
What are the types of FAQs inside SalesIQ?
You can choose the type of FAQ while adding a new one. Add the different variants for the FAQ, type the response and then choose the FAQ type on the right side of the screen.
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External - These FAQs are the ones that can be directly shared by the bot during a conversation with the visitor.
- Internal - These FAQs are for the operators' reference and are not usually shared by the bot. The bot displays these FAQs as suggestions to the operators inside their console and the operators can share them with visitors, if necessary.
Example:
Let us consider an automobile service-scheduling website as an example.
Assume that 50 out of 100 visitors that land on your website each day are new to the website and do not know how to book a service for their vehicle online. So, eventually they end up asking your operators questions about the same. In this case, if you have an FAQ in your resources module that addresses this particular query, your operators will not have to answer the same question time and again. Instead, they can focus their attention on more complicated or crucial customer queries. Similarly, the bot will also be able to share these FAQs during a conversation if your operators are unavailable.
Quick Tips:
- Add up to 5 variants for each question and the one marked with a tick mark will be set as the default question. This will mainly train your bot to answer the same question even when it is framed differently.
- Add Related Articles for each FAQ from the list of articles that are available for your organization. When a related article is added to an FAQ, the article will also be displayed by the bot as a card in the chat after the FAQ is displayed to the visitor.
- 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. You can also add FAQs based on questions inside the UAQ section. This will help your bots answer the same questions the next time a visitor comes with the same query.
- Also, when you have a strong FAQ section for your business, the Answer Bot feature will have more information to draw from and this will in turn increase the resolution rate of the bot.
To learn how to add articles and configure them in your chat window, click here.
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