Customer service can be delivered with and without the implication of your support representatives. As a business owner, you understand it’s important to have both ‘regular’ customer service and self-service. The first one refers to service in which customers contact you to ask for information and solutions to their problems. The second is related to resources such as FAQ pages or community forums your customers can access when they have a question.
Although we refer more to the first category when speaking about customer service, self-service is also an essential element. It completes the puzzle, helps you offer excellent customer support and can bring you great benefits:
Research also shows us 40% of customers would use self-service support in order to avoid contacting a support representative. Self-service support has become a popular tool which plays an important role for your customer support and your business.
Let’s look more at the FAQ page. Containing the most frequently asked questions about a product or service, it is a resource greatly accessed by your customers.
An efficient FAQ page is composed of:
Here are 6 simple steps to help you create an efficient FAQ page.
When customers enter your website, they should see your FAQ page immediately. They are looking for it because they have a problem or cannot perform a certain action. Making it visible and easy to access can help your customers with their problem and offer them a pleasant experience.
Consider that they use multiple devices such as laptops, tablets and smartphones. Having a user-friendly website is a must nowadays. Make sure your FAQ remains visible while customers are browsing your website.
Your FAQ needs to be well-structured and intuitive. This means you should include different question categories (related to certain products, features, types of issues), emphasize the most important information and make it easy to read.
Customers need to find answers quickly and this depends strongly on your FAQ structure.
When creating a FAQ page, take into consideration these tips:
Maybe you already discussed about a problem or a series of tips your customers may find useful in some of your blog articles. Include them in your FAQ page. It can help you you deliver great answers to your customers and save some time.
If you do not have a blog or discuss other topics on it, including articles you consider relevant from other sources is also a great idea. The key point is to offer customers a wide variety of answers.
Having a search box in the FAQ page is a crucial element. Some customers may need to look for specific information and you have to provide them the means to do it.
The search box needs to be placed in a visible part of the page. Also, a well-defined table of contents comes in handy and makes the process of looking for information easier.
Besides text, videos, images and other visual examples are excellent elements that can help your customers understand a problem. Tutorials and how-to videos are really easy to use and come with a double benefit:
You release a new version of your product or service. Your customers send you feedback about your offerings. They discover a new issue with one of your offerings. All of these are factors which can determine you to update your FAQ page.
Including new topics and questions is important for having an efficient FAQ page.
We are gladly inviting you to share with us your expectations for an efficient FAQ page!