The Ideal Combination of Chat with Helpcenter!
Here's the idea:
- The company's helpdesk employees should be able to add 'hidden' keywords to each Helpcenter Article. For example an article on how 'webshop returns' work can have 'return' or 'cancel' as keywords.
- Whenever a customer, in a live chat, uses one of these keywords (or a variant on it), then the corresponding Helpcenter articles should automatically be suggested. The customer can then click on each to see if it answers their question.
It will save a lot of time from human help desk employees because many questions will be auto-answered and solved. And customers will be directed much better to the correct help center article.