An angular view of DigiDesk's customer facing Dynamic FAQs tab

A visual example of DigiDesk's Dynamic FAQs tab

Introducing Dynamic FAQs

Introducing Dynamic FAQs

DigiDesk’s Integrated FAQs Software Provides Advanced Online Self-Service and Contact Deflection Options

DigiDesk's Integrated FAQs Software Provides Advanced Online Self-Service and Contact Deflection Options

Intelligent Self-Service

DigiDesk AI can predict user queries based on contextually mapping web page content. Website visitors are then presented with a list of relevant help articles, without ever having to leave their current page.

Smart Search Engine

An intelligent search function is available, based on (partial) keywords, with phonetic matching and managed plurals / extensions. The returned results can then be prioritised based on tags, titles, content and keywords.

Self-Learning AI

DigiDesk has self-learning capabilities, designed to help improve the help articles that are presented to users by referencing the volume of page views and article ratings. It can also help fill ‘gaps’ by reporting missed search terms.

Integrated Agent Routing

If the dynamic FAQs are not able to resolve the query, users can be directed into the full DigiDesk platform via voice, email, live chat and other messaging channels. The FAQs ‘journey’ is presented to the agent on answer

Real-Time Insight

DigiDesk has a range of real-time widgets and reports, showing the number of visitors, which articles are being viewed, customer-driven article ratings and the search terms being entered, with advanced text analytics.

Responsive Design

Our online FAQs software can be fully customised, with self-care configuration of designs, colours and fonts. Self-management of all articles and content. And the FAQs window is fully optimised for both desktop and mobile devices.

Intelligent Self-Service

DigiDesk AI can predict user queries based on contextually mapping web page content. Website visitors are then presented with a list of relevant help articles, without ever having to leave their current page.

Smart Search Engine

An intelligent search function is available, based on (partial) keywords, with phonetic matching and managed plurals / extensions. The returned results can then be prioritised based on tags, titles, content and keywords.

Self-Learning AI

DigiDesk has self-learning capabilities, designed to help improve the help articles that are presented to users by referencing the volume of page views and article ratings. It can also help fill ‘gaps’ by reporting missed search terms.

Integrated Agent Routing

If the dynamic FAQs are not able to resolve the query, users can be directed into the full DigiDesk platform via voice, email, live chat and other messaging channels. The FAQs ‘journey’ is presented to the agent on answer

Real-Time Insight

DigiDesk has a range of real-time widgets and reports, showing the number of visitors, which articles are being viewed, customer-driven article ratings and the search terms being entered, with advanced text analytics.

Responsive Design

Our online FAQs software can be fully customised, with self-care configuration of designs, colours and fonts. Self-management of all articles and content. And the FAQs window is fully optimised for both desktop and mobile devices.

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Dynamic FAQs Linked Into Live Chat

Live Chat, from DigiDesk, forms part of our comprehensive cloud contact centre solution. By linking your FAQs module into our live chat channel, agents will be able to track the customer journey. The agent will be able to check the pages visited and the FAQ articles that a customer has already checked. This can greatly improve the customer experience, reduce agent response time and increase customer satisfaction… which, of course, you can capture at the end of the live chat session.

A visual example of DigiDesk's Analysis section in Daybreak skin

Dynamic FAQs Linked Into Live Chat

Live Chat, from DigiDesk, forms part of our comprehensive cloud contact centre solution. By linking your FAQs module into our live chat channel, agents will be able to track the customer journey. The agent will be able to check the pages visited and the FAQ articles that a customer has already checked. This can greatly improve the customer experience, reduce agent response time and increase customer satisfaction… which, of course, you can capture at the end of the live chat session.

A visual example of DigiDesk's Analysis section in Daybreak skin

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.

DigiDesk green logo

DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.