FAQs - Zoho SalesIQ

FAQs

What are FAQs?

FAQs are a list of common questions customers have asked about your product or service. This section inside your SalesIQ dashboard will contain a list of these common questions along with the relevant answers and can be shared by operators or bots during conversations. When the intent of the visitor's query matches any of the FAQs, then it can be shared during the chat. 

Benefits:

  1. 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.
  2. 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.
  3. 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,

  1. Inside the SalesIQ dashboard, navigate to  Resources > FAQs.
  2. Click on  Add, and select  Compose .


  1. The new editor powered by Zoho Writer will open, and you can start drafting your FAQ .



Roles and Permissions:

Operator Type

Roles/Permissions

Administrator

Can create and edit FAQs associated to all departments.

Supervisor

Can create and edit FAQs in the departments they are associated to

Associate

Can only view FAQs in the departments they are associated to


FAQ Configuration:

Once your FAQ is drafted completely, you can set the configuration for each FAQ.

  1. 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
  2. Language variant: Select the language variant of the current FAQ. See multilingual support for details.
  3. 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.
  4. Departments : Associate this FAQ to a department.
  5. Category : Categorize your FAQs to keep your FAQs organized and make it easier to find the required FAQs from the self-service knowledge base.
  6. Channels : Select the channels in which this FAQ should be visible in the self-service knowledge base.
  7. 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,

  1. Select the parent category under which you want to place the FAQ .
  2. To place this FAQ under a sub-category, click on  Choose sub-category option.
  3. 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

  1. Once all of the settings are configured, click  Save .
  2. Finally, you can either choose to save the FAQ as a draft or publish it directly on the website. 
  1. 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.
  2. 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,

  1. Navigate to  Resources -> FAQs.
  2. In the FAQs dashboard, click on the FAQ that you want to edit and then click on  Edit .
  3. You can make changes to the message, the departments associated, or the category of the FAQ .
  4. You can also click on  Preview to get an idea of what the FAQ will look like.
  5. Click  Save as Draft / Publish .


Note:  When you edit and save an existing FAQ as a draft, the original version of that FAQ will be displayed in the FAQ tab of the chat window until the new version of the FAQ is published

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 .