Featurecast Story 15 - Inserting Articles

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 15 - Inserting Articles

Insert knowledge base articles in business chats for efficient customer support

When a customer initiates a conversation on any instant messaging channel to request information, it can often be helpful for the agent to insert a knowledge base article in their response. This helps give the customer all the information they need to answer a question or resolve a problem.

Let's look at how you can use your knowledge base articles to provide relevant content that helps solve customer issues during IM conversations.

What is a knowledge base?

A knowledge base is a ready-to-consume content library that allows customers to find information and solutions independently.

It comprises articles, frequently asked questions, visual guides, troubleshooting steps, and other resources that customers can use after purchasing a product or service to fix issues, understand features, and maximize value.

To make your knowledge base content effective, make sure article titles are relevant and contain keywords that make them easy for your customers to find when browsing or using the search function.

It also helps to keep your articles as concise as possible. Get straight to the point and make sure that the message is clear.

Instantly resolve up to 50% of customer queries

Zoho Desk users can connect their knowledge base with the IM module to browse and share help articles inside the chat interface and resolve customers' questions quickly.

This enables you to support your customers faster by bringing appropriate help articles and other resources into your conversations. With this integration, there's no more navigating to separate modules while chatting with customers—it’s all right at your fingertips.

Why are knowledge base articles important for customer service?

Many customers expect their problems to be resolved in their first interaction with a support agent. Besides helping customers find solutions independently, a knowledge base is also helpful for your customer support teams in many ways.

Enables ticket deflection, which reduces support tickets with agents, helping them focus more on critical issues.
Provides consistent information at every touch-point to enhance customer confidence and provide a smooth omni-channel support experience.
Costs less than phone support, keeping down operational costs and maximizing your agents' efficiency.
Helps improve customer satisfaction metrics like NPS (Net Promoter Score).

I hope you found this feature story helpful and start inserting articles to provide customers with efficient, comprehensive support within the IM Chat Module.

There's more to come, so please watch this space for IM feature stories.

Until next time,

 Kavya Rao
The Zoho Desk Team

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