A Good FAQ Can Make You Wonder

A frequently asked questions (FAQ) page is something that most of us might not pay attention to when building a website. What we fail to realize is that a decent FAQ page can actually give a huge amount of benefit in the area of customer service.

The ultimate strategy for customer service success

How many times have you been hit by the same questions again and again? How many times have you told yourself that a customer service job is tedious and not worth the time? Well, quite a few times.

However, all these complaints can go away if we pay attention to the simple FAQ page that can help us get rid of our grievances towards customer service. Optimizing your FAQ page can be the best way to satisfy your customers. This will then translate into higher sales and more conversions. Create your own knowledgebase with frequently asked questions with LiveAgent.

The following will show you some of the strategies that you can apply to the FAQ part of customer service and make your and the customers’ life much easier.

Sort the questions according to sub-categories

The FAQ page can be a huge mess if the questions are not sorted based on their themes. This means that if you organize the questions according to the subject of the questions, the customers can easily find what they are looking for. For example, the questions relating to payments can be categorize under one heading ‘Payments’.

Also, be careful not to miss out on the most important information. You may not get many people asking you about a certain aspect, but if it is an important element to your business, it is worth putting in the FAQ page.

This simple step can save your customer a huge amount of time and thus satisfying him/her. Remember, customer satisfaction is the ultimate goal that is to be reached through customer service.

Provide access to details

It is good practice if you try linking some of the questions to more information. This is a sort of optimization technique that can really help the customers who require more details. You can give links in the answers to various blogs, articles or journals that relate to the question. This way the customers can easily get more info and not bother you every time for the same information.

Also, if you are putting a link, make sure that it is easy to navigate and that the information is not too much of a pain. This means that the details should not overload the customer so much so that he/she gets a hard time getting to the point.

Convenience is equal to Escalation

There may be customers who may not be able to find certain pieces of information even after navigating through the FAQ page. Even you might have encountered such a situation where you were trying to find an answer to a particular problem but were not able to do so. It really gets frustrating sometimes because the amount of time you spent searching on the FAQ did not yield anything.

The best way to solve this problem is to provide customers with easy escalation points. You can be very simple and just enter a field saying ‘Did your question get answered?’ However, you can go beyond this and add effective plug-ins such as live chat or provide an email address.

Such techniques make the customer feel more valued and help you concentrate on other customers with more complex problems.

Always allow customers to give feedback

Feedback is very important to any business if it wants to succeed. Same goes for customer service. It is a good idea to have customers rate the FAQ page. This can again be done by adding a field which says ‘Did this help? Please Rate’ or something similar.

This can help you monitor the effectiveness of your FAQ page and let you know where you can put escalation paths so that next time someone reads the same question, he/she does not have any trouble finding or understanding the answer.

Never use complicated language

Customers come to your FAQ page so that they can find quick solutions to their problem. They have better things planned but only because they encountered a problem with your company’s product, had they have to come looking for solutions.

This implies that the answers must be written in plain English. Although it might be difficult sometimes to put technical solutions in simple language, you should still try to make it simple. Add escalation paths that lead to videos or pictures that show how to solve the problem.

Add Search facility

It is always a good idea to let customers type in what exactly they are searching about. You can add a search bar to enable this functionality.

FAQ – Ease your way

So remember to always have a good FAQ page that can help you do business in a much efficient manner. You can get inspired by our FAQ page in a Customer Portal.

Andrej Csizmadia

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