On Slack, we have collectively discussed an idea that may help alleviate some of the pains with chat.
Without knowing the data and based on presumption, there may be the possibly that a lot of chat questions could be answered via existing articles.
It is too easy to skip the help articles and make your way over to chat, and as humans, we can be pretty slothful when we feel like it!
Therefore, it may be worth having chat display a “while you wait” message that triggers a selection of articles based on keyword relevancy.
These articles in most cases could answer some frequently asked questions and therefore free up COps.
For example, if one were to ask “How do I bank a cheque?”, a while you wait response could be as follows;
"While you wait for us to connect you to a member of our team, have you tried the following:
- Add Money via Account (links to the relevant area with steps on how to reach that screen)"
If this helps, the user could then state “This solves my question” which is relayed into chat.
This process should be optional, as to not detract from the personal element, or making it feel “robotic”. The chat should still be forwarded to staff unless they choose “This solves my question”, or similar wording.