To defer actual chat support volume, it would be nice if we could dynamically populate Suggested Articles from our Zendesk Help Center to customers based on the body of their Zopim chat message.
This would help offset those chats that are just "How do I do X? It's lined out perfectly in this help doc: doc link. Thanks!".
Zendesk does this on their "Submit a Request" flow on their Help Center and it helps reduce support volume by answering questions that are already answered in help docs.
This would save a bunch of time and money for us but more importantly make our customers happier, much faster.
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