Zoho Desk: Help customers find the content they need

Hi All,

The expeditious Zoho Desk's in-article search for ASAP mobile SDK is here!

Users can search for words or phrases within a specific article to find the most relevant content based on their circumstances and the issue they're experiencing. For example, a user reading a tech support article may want to search for "Windows" or "Android" to find information specific to their device.

 

Content is king

We constantly hear that "content is king", but have you ever wondered what it means to support content? The two most important aspects are quality and quantity. Every piece of content in your knowledge base, including all the copy, images, videos, and attachments, should be free of typos, have consistent and easy-to-understand formatting, and provide enough information to cover the issue. Also, you should make it easy for readers to find what they're looking for with a simple in-article search.

 

How to optimize your in-article search 

You can now use the ASAP Help Center app to search for information related to issues raised in specific tickets. If you have multiple brands, then the in-article search explores the help center associated with the relevant brand. You can change the brand to search help center content for another brand.
 
Ask yourself, "What type of content were customers trying to find?" or "What questions were they trying to answer when searching for that term?" This will help determine the type of content search customers would find most useful.

Let's consider some potential scenarios:

    •    If a user searched for the term "integration," they might want to find a how-to article detailing the steps to integrate your app with others. 
    •    Someone searching for the term "productivity" might be looking for best practices they can share with their team to help them work efficiently. 
    •    If the search term is "mobile," the user might want to check if you have a mobile SDK version of the app.

Why should you integrate in-article search with your knowledge base?

Customers can have different preferences when searching for help. Some customers prefer finding answers on their own, while others prefer to look for their question or issue on a list of suggestions. Adding the Help Center to your ASAP mobile SDK helps you scale customer support and empowers users to help themselves directly from the mobile app. Refer to the help doc.

How does in-article search make your articles easier to access?

In-article search lets your users quickly find the most relevant content to answer their questions, so they can troubleshoot issues and resolve problems on their own. Rather than waiting for a customer support agent to respond to a message or reading through every potentially relevant article, users can go straight to the solution.

We adopted the ASAP SDK's text-to-speech feature for React Native and Flutter apps.

The wait is finally over; try it now! 
 
Watch this space for more exciting ASAP enhancements and feature updates!

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