With so many means to contact a company via live chat, phone, or email 81% of all customers prefer solving issues on their own. Browsing the FAQs is an obvious and expected thing a customer does before reaching out to the support manager. After all the idea of a Q&A page is to address low-complexity common issues that users can solve themselves. In practice, this section often looks like a long list of dull and unnecessary questions with unclear answers.
Here are 6 tips to consider if you want to make your FAQ page really helpful.
1. Remember what FAQ stands for
Everybody knows that FAQ stands for frequently asked questions presuming questions that are asked by customers, website visitors, online users, etc. In practice, questions and answers are often written by the company employees or even copy/pasted from similar websites. With this approach, there is a risk to miss out on some really annoying problems and increase the load on the support team.
Instead of making up your own questions, go around and do your research to find out real problems of the users:
With this information, you will get a better understanding of the real issues that should be addressed on your FAQ page.
2. Think about a suitable alternative name
Calling it the FAQ seems logical since it’s a well-known abbreviation. But the problem is that the name has gained negative meaning and is now associated with messy and outdated piles of info. This may be the reason companies use variations like: Knowledgebase, Q&A, Help center, or Self-service, etc. To choose the most suitable name look at the websites in your industry and your competitors. How do they call it? From a user point of view, it is convenient when similar sections are named identically.
3. Be honest with your users
Honesty is essential for those who want to deliver a customer-oriented service. And the FAQ page is another chance to prove you are being honest with your users. What does it mean speaking of the FAQ page?
- Don’t try to upsell, let the users solve their problems first;
- Get straight to the point;
- Be honest about your product;
- Don’t give false expectations.
4. Use terms that are familiar to your target audience
When writing the answers, keep in mind the portrait of your typical customer. Let’s say you service developers. Using professional terms may actually be beneficial and make the answer more valuable.
However, if you work with a broader audience be careful with jargon. People hate to stumble upon the words they don’t understand. But don’t oversimplify it. Reading obvious and low-informative answers is a waste of time and can be as much annoying as an overly complicated article.
5. Use the language of your audience
It may sound astonishing but the research says that 72% of internet users don't speak English. You can use Google Analytics language report to find out native languages of your users and make your self-service clear for them.
6. Keep the FAQ page up-to-date
One of the problems with FAQs is that they are written once and then forgotten. But your product is changing over time and so must your FAQ page. Make it a regular practice to review and update/remove older FAQs with every new release or update of your product and processes.
A good occasion for major revision is when you migrate knowledge base to a new help desk.
Self-service has a huge potential to reduce the load on support and free up time for cases that require deeper investigation. For this to happen, keep your FAQ section relevant, organized and comprehensive.
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