Dynamic FAQs

Encourage self-service. Improve customer experience. Deflect customer contact

Dynamic FAQs

Encourage self-service. Improve customer experience. Deflect customer contact

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.

Intuitive 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 Content

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 Analysis

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 dynamic FAQs module 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

Intuitive Search Engine

Self-Learning Content

Integrated Agent Routing

Real-Time Analysis

Responsive Design

Live Chat Integration

Live chat sessions can be initiated from your FAQs window and managed via universal queue. Agents can accept multiple chat requests and engage with your customers in real-time. The full chat session is recorded in our audit trail.

Live Chat Integration

Don't forget about our Hosted Contact Centre

Combining voice, email, chat and social channels, our hosted contact centre solution features groundbreaking customer engagement tools, real-time wallboards & reports, and a host of optional DigiDesk add-ons, like Dynamic FAQs, Multi-Channel CSAT, Integrated Third-Party Reviews, and more.