Customers type a salutation (ie: "hi") into the web widget during our off hours for live chat which garners no results (articles) as a result.
I created an article that explains how our Help Center works and the hours to chat with an agent. Then I tagged it with every common salutation under the sun.
NOTE: I curated specific Customer salutations by looking at Insights --> Search --> With No Result.
You can see our public article (called Chat Hours) HERE.
If you scroll down to the bottom of the page, I've included links to "Additional Helpful Articles" in our Help Center that can hopefully empower a Customer to guide themselves through our Help Center and (again, hopefully) deflect their issue.
- Our "with no result" list has diminished and Chat Hours is now one of our top articles.
- Our "Additional Helpful Articles" have also increased in views.
Here are the Salutation tags I use (includes misspellings on purpose):
- buenos dias
- good day
- good evening
- good morning
- guten tag
- li ho
- xin chao
Other general tags (words often used w/ a salutation):
- I need
- could you please
Hope this helps!
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