Dynamic FAQs application

We developed a dynamic, intuitive FAQs application to encourage self-service, improve customer experience, and deflect customer contact.

Dynamic FAQs application

We developed a dynamic, intuitive FAQs application to encourage self-service, improve customer experience, and deflect customer contact.

FAQs, but not as you know it...

Dynamic FAQs is the latest application in the DigiDesk range. It works as a standalone module, or as an optional extension to the wider DigiDesk platform, where it integrates with Live Chat, Web Forms and Voice.

We are utilising the FAQs module throughout this website, to help provide lower-level answers to frequently asked questions, and channel any unanswered customer enquiries through Live Chat or a dynamic Web Form (accessible out-of-hours or during busy periods, etc). Why not open it up and see what it can do…

FAQs, but not as you know it...

Dynamic FAQs is the latest application in the DigiDesk range. It works as a standalone module, or as an optional extension to the wider DigiDesk platform, where it integrates with Live Chat, Web Forms and Voice.

We are utilising the FAQs module throughout this website, to help provide lower-level answers to frequently asked questions, and channel any unanswered customer enquiries through Live Chat or a dynamic Web Form (accessible out-of-hours or during busy periods, etc). Why not open it up and see what it can do…

Intelligent self service

We developed an algorithm to predict user queries by contextually mapping web page content. In short, it knows which page you’re on and, subsequently, what your query may relate to before you ask. We also integrated an intelligent search function that works using (partial) keywords, with phonetic matching and managed plurals. Results can be prioritised according to Tags, Titles, Keywords and Content, to help match user queries with the most relevant articles.

Intelligent self service

We developed an algorithm to predict user queries by contextually mapping web page content. In short, it knows which page you’re on and, subsequently, what your query may relate to before you ask. We also integrated an intelligent search function that works using (partial) keywords, with phonetic matching and managed plurals. Results can be prioritised according to Tags, Titles, Keywords and Content, to help match user queries with the most relevant articles.

Live Chat integration

Customers can seamlessly initiate Live chat sessions from within the FAQs window. How and where they do this, however, is entirely up to you. There are a range of dynamic user controls, which make front-end access quick and easy to manage. You can sync availability to specific help articles, and with the help of dynamic routing, Live Chat will only activate when pre-defined conditions are met.

Live Chat integration

Customers can seamlessly initiate Live chat sessions from within the FAQs window. How and where they do this, however, is entirely up to you. There are a range of dynamic user controls, which make front-end access quick and easy to manage. You can sync availability to specific help articles, and with the help of dynamic routing, Live Chat will only activate when pre-defined conditions are met.

Instantly accessible insight

Real-time analysis delivers instantly accessible insight, where behavioural patterns and usage stats are concerned. Dynamic FAQs was built with the ability to monitor and measure visitor numbers, article views (Live and historically), article ratings and user queries. This data is available to view in multiple formats, and can be accessed via external wallboards, downloadable reports, or from within DigiDesk, directly.

Instantly accessible insight

Real-time analysis delivers instantly accessible insight, where behavioural patterns and usage stats are concerned. Dynamic FAQs was built with the ability to monitor and measure visitor numbers, article views (Live and historically), article ratings and user queries. This data is available to view in multiple formats, and can be accessed via external wallboards, downloadable reports, or from within DigiDesk, directly.
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