It would be great if we could add “transparent keywords” to the articles.
For example, today if a customer types a keyword into the help center search bar, a list of articles containing that keyword is suggested. The idea would be to configure the article so that it appears in the search results even if the keyword isn’t necessarily written in the article (a transparent keyword that we can manage/add on the admin side.).
I have been asking for this for years now! I wholeheartedly agree. Considering the product is a help centre we want to be able to help the customer whether they include a typo or alternate spelling or whatever! Zendesk does this, and I really would have thought Intercom would be up to the task of adding this as a serious yet simple improvement.
+1I completely agree! This would be incredibly helpful for ensuring that the right articles are discovered, especially when users are using alternative terminology (e.g., "Add colleague" instead of "Invite colleague"). Ideally, Fin would also factor in these keywords to deliver more accurate and relevant answers.
+1Hopefully, this can be implemented soon. Would probably not require a lot of work, but would make such a big difference in how users can find the correct articles.
+1+1Our teams would really appreciate a feature like this so we can optimize our search results and most importantly, the customer’s experience with our Help Center.
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