FAQs
What are FAQs?
Benefits:
- The FAQ section will be the go-to hub for customers to find answers to their questions. They improve the experience your visitors have on your website and the usability of your website and thus increase conversion.
- They can help support representatives provide quick information to help customers make a purchasing decision. They can serve as the first touch point with your visitors that will convert them into paying customers and thus boost sales.
- Also, when you have a strong FAQ section for your business, the AI Bot feature will function super effectively and this will in turn increase the resolution rate of the bot.
How do I enable the Knowledge base in the chat window (Self-service)?
To enable self-service for your visitors and allow them to find solutions to their problems using your articles and FAQs, check out "How to enable a Knowledge Base in your visitor chat window."
How to add a new FAQ?
To add a new FAQ,
- Inside the SalesIQ dashboard, navigate to Resources > FAQs.
-
Click on
Add,
and select
Compose
.
- The new editor powered by Zoho Writer will open, and you can start drafting your FAQ .
Roles and Permissions:
FAQ Configuration:
Once your FAQ is drafted completely, you can set the configuration for each FAQ.
-
Reference
: Refer to other language variants of the same FAQ for accurate composing. Example: If you are drafting a french variant for the article/FAQ. And the article/FAQ already has multiple language variants, such as English, German, etc. In this case, you can view any of these as a reference and draft your french variant
-
Language variant:
Select the language variant of the current FAQ. See multilingual support for details.
-
Versions
: View the version history of the current FAQ. If you have already published the FAQ, you can view the published version for reference. An FAQ can have both a published version and a draft version simultaneously. Any changes made to the published version will be saved as a draft. Once the draft is published, the draft version is removed. Editing the newly published version will create another draft.
-
Departments
: Associate this FAQ to a department.
-
Category
: Categorize your FAQs to keep your FAQs organized and make it easier to find the required FAQs from the self-service knowledge base.
-
Channels
: Select the channels in which this FAQ should be visible in the self-service knowledge base.
-
Make this FAQ public:
When enabled, this FAQ will be displayed in the visitor chat window (if enabled).
How do I categorize my FAQs?
To organize your resources by categorizing them, checkout How to categorize your resources.
Assigning categories
To place the FAQ that you are editing in a specific category,
-
Select the parent category under which you want to place the FAQ
.
-
To place this FAQ
under a sub-category, click on
Choose sub-category
option.
-
To further categorize this FAQ
in a sub-category, click on the
Choose sub-category
option once again and select the sub-category. Now you have placed the FAQ under 3rd lever sub-category.
Saving and Publishing
- Once all of the settings are configured, click Save .
- Finally, you can either choose to save the FAQ as a draft or publish it directly on the website.
- If you are still in the process of updating your content and don’t want to display it to customers yet, then use Save option.
- If you want to make the FAQ available to visitors on the chat window, then you can directly click on Publish .
How to edit/delete an FAQ?
Editing an FAQ:
To edit an FAQ,
- Navigate to Resources -> FAQs.
- In the FAQs dashboard, click on the FAQ that you want to edit and then click on Edit .
- You can make changes to the message, the departments associated, or the category of the FAQ .
- You can also click on Preview to get an idea of what the FAQ will look like.
- Click Save as Draft / Publish .
Multi-lingual Support for Resources
Multi-lingual support brings you the ability to manage and provide support to your customers' queries in the language of their choice. You can easily create and manage resources in multiple languages for your FAQs and FAQs, helping you to provide a more personalized service to your global customers.
Learn more about Multilingual support for resources .
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