What is FAQ Concierge?
Brazen’s FAQ Concierge can be easily integrated with your Career Site or Job Req BrazenBot, and guides job seekers through a library of frequently asked questions and answers about your positions, hiring process, or organization - saving your talent acquisition team time and effort by answering common questions before a job seeker is connected in a chat with a recruiter.
How do I set up FAQ Concierge?
You must have the BrazenBot installed on your site in order to add FAQs to your library.
To begin adding individual FAQs, either manually one at a time or via bulk upload, go to your Account Home, select Settings, then FAQ Library.
To add a single question to your library, select Add FAQ, then Create New.
Fill in the question and answer you’d like to display. Then, assign each question to a Section, so that job seekers can easily find it. FAQ Sections are easily added at the bottom of the FAQ Library page.
Question: What if I don't see a job that matches my interests?
Answer: Sign up for job alerts! You'll be notified by email when a new job opens that matches your criteria.
Section: Searching for Jobs
If your FAQ Concierge is on the Job Req BrazenBot, you can set it to only display on a job req in a certain location or category. Otherwise, any FAQs added to your library will automatically display across all your jobs within the BrazenBot.
Or, import a .CSV file containing your questions, answers, and sections to upload multiple questions at the same time.
- Select Add FAQ, then Bulk Upload.
- Download the provided template to create and populate your file if needed.
- Select your file and your FAQs will begin importing into your library.
- Please note that the order in which your questions appear in the file will be the order candidates see those FAQs in the BrazenBot.
Now that you’ve added FAQs to your library, the option Browse FAQs will appear in the BrazenBot in addition to any other chat options you offer.
Account Administrators have direct access to detailed analytics on the performance of individual FAQs, as well as each FAQ Section.
To view FAQ Section analytics:
- From your Account Home, select Reports in the sidebar.
- Choose “FAQBot Section Report” in Select a Report, and a date range.
- Click Generate and your report will automatically download.
Within this report, you can see how many people viewed each section (Section Impressions), how many people clicked on each section (Section Clicks), and the Clickthrough rate for each.
To view individual FAQ analytics instead, choose “FAQBot Question Report”.
Similar to the Section report, the Question report shows the impressions and clicks for each question, and also contains data on how useful the answers are to job seekers, including how many Helpful and Not Helpful marks each question received, as well as the % Helpful vs. Not Helpful.
Use these reports to make changes based on user feedback. For example, if a particular FAQ is not getting clicks, or has been continually voted as Not Helpful, consider updating the language for your question.