When we introduced the Herodesk Helpcenter a few weeks ago, we added the possibility for you to create a central knowledge hub with articles and FAQs, where your customers can find all the information they need.
Many of our customers have already implemented this, including ourselves.
We’re still working hard on creating support articles on everything from how to set up an e-mail forwarder in Office 365 to how the inboxes, custom widgets and our API’s work. You can see our knowledge base here: https://help.herodesk.io.
One of the cool things about the new help centers is that you can create a collection of FAQs: Frequently Asked Questions.
Obviously, since it is a frequently asked question, your customers are asking you about it a lot.
This update lets you integrate your FAQ into your Herodesk live chat to make it easier for them to find these answers.
When your customer starts a new conversation in the live chat, all the questions in your FAQ are shown.
They can then click them to see the answers, and hopefully get the help they need.
If not, the customer can type a message and send it, and at this point, a new conversation is created in your Herodesk.
The whole point of this is to make it easier for your customers to get the help they need.
By adding the answers to the most frequently asked questions directly in your live chat, your customers will get the help they need faster and without having to submit a request with you.
This feature is available now to all Herodesk customers across all plans.
