Last week we started to look at the basics of a great customer support site. One of the most important elements of any site is the FAQ, or Frequently Asked Questions.
Do I really need to make an argument here for improving a customer’s access to self-support?
Customer support is a neverending task. Answering the flow of support requests can be a full-time job. So every question a customer answers for themselves, without contacting you at all, is saved time, money, and labor for your company.
Here are some tips for getting the most out of your FAQ.
Choosing questions for the FAQ.
Start with the basics.
What are the day-to-day administrative tasks your customers can and should do themselves? These may include updating credit card info, changing a password, or updating personal information such as email or mailing address.
Also consider the setup process of getting started with your product. What are the steps needed to get going?
Outline these processes simply and clearly.
List your most common support questions.
If you’re already in business and doing customer support, you should have a good idea of the kinds of questions that get asked a lot. If you have a team who helps with support, survey them, as well. Make a habit of writing down the questions that come in repeatedly, so you can add them.
Cannibalize your canned responses.
If you’re using a support software like Snappy, chances are you have the ability to create “canned responses” (in Snappy we call these “Phrases”). These are pre-written answers to common questions. You and your team may create them on the fly, as you find yourself answering a particular question for the third time in a day; if a question is asked often enough to merit a canned response, it should also appear on your FAQ page.
Especially if your product is brand new, you’ll want to get a few outside opinions. Ask friends and family to navigate your website and/or product. Where do they get tripped up? What questions and problems arise? In some cases you may find areas where small improvements to your site or process will eliminate the need for questions all together; you’ll also no doubt discover FAQ topics you hadn’t thought of before.
Formatting the page
Keep it simple.
Like we said last week, a confusing help page is no help at all. Your FAQ in particular should be intuitive and easy to use. You may choose to organize it by topic, alphabetically, or some other way that makes sense to your product and questions.
Snappy takes the guesswork out of building your FAQ with our click-and-go FAQ feature:
Make it Searchable.
People generally know exactly what they’re looking for when they come to the FAQ page, and they don’t want to browse. Make it easy to search by keyword so the information they need is always at their fingertips.
We’re pretty proud of Snappy’s FAQ functions, and would be honored to help you support your customers (free for 21 days!) But whatever help desk solution you use, the FAQ page is incredibly important and should also be incredibly simple, for you and your user. I hope these tips help you on your way to a great FAQ page!
What do you think? Have you had good experiences with certain sites’ FAQ pages? Bad experiences? Do you struggle with building your own FAQ? Let’s chat! Share your thoughts in the comments.
Learn more about Snappy Customer Support.