Since more of them are staying in bed due to COVID-19, there’s an increased need for customer support. Zendesk’s Benchmark Snapshot report found that the number of requests for assistance has increased by 16 % since the epidemic began.
The increased volume of customer calls has agents feeling more stressed. According to the Zendesk customer experience trends report 2021 revealed that nearly 68 percent of support personnel are overwhelmed by the increase in workload. Stressed-out employees, coupled with long wait times, are sure to cause unhappy customers.
To deal with this flood of tickets, do as professionals do: let your customers handle the reins through self-service.
Sixty percent of businesses are able to report an increase in investments in self-service over the last year, and it’s not difficult to understand the reason: Self-service allows customers to seek out solutions to their issues without ever having to communicate with a support representative. This also frees your staff to tackle those difficult problems that customers cannot resolve by themselves.
Although an FAQ is typically considered to be a simple list of questions and their answers, it can be an integral part of a company’s help center, a complete database of knowledge that allows customers to seek solutions on their own. This will allow you to create and manage help content in the future and as your company expands. If you’re looking to provide self-service solutions such as FAQ pages, they’re an excellent place to begin. It’s helpful to clients with a range of needs. It’s also cost-effective and easy to implement.
What Exactly is an FAQ Page?
A FAQ (Frequently Asked Questions) page is an essential component of a knowledge database since it answers the most frequent questions customers may have and is helpful for customers at any stage of their customer journey. FAQs begin with a question and provide a concise answer. In the templates for knowledge bases, FAQs could function as individual articles (e.g., “How do I create the password?”) or they can be integrated into an ongoing collection (e.g., “How to begin using an account”). In addition to the help center or help center, a chatbot may also offer support via FAQs.
How do you Create an FAQ Page?
If you’re planning to develop an faq templates that connects with your clients, do not just throw up simple questions and responses on a website page. Consider carefully what questions to ask, and then consider who can answer (and what they will answer and how) and provide next-step options for situations where FAQs aren’t enough.
Tips to write an effective FAQ page
- Utilize data to help you choose the best questions
- Form clear criteria around responding
- Provide multiple options
- Keep track of your progression
- Your FAQ webpage is easy for people to locate
Make use of Data to Select the Best Questions
To meet your clients wherever they are, use the data from your CRM to identify the most commonly asked queries across all channels, and then see how support representatives classify these customers.
Your reps should keep track of the most useful solutions they’ve shared with customers when they’re on support calls, also. If the questions that these solutions are simple enough, then add these to your FAQ pages.
Another method to determine the right questions to ask is to let non-native customers test your website and products. After that, ask them if they find some aspects that they were unsure of. This gives you an “outsider” perspective that you might not have by gaining a deeper understanding of your company’s brand.
Form Clear Criteria Around Responding
After you’ve figured out your most frequent questions, you’ll have to determine who will be the first to address them and how they’ll do it.
There’s no universal solution that works for everyone. Certain companies have static pages that provide answers to commonly asked questions, similar to those of the Wandering Bear and DoggieLawn FAQ examples mentioned earlier. Other companies, like Zendesk, employ their own Knowledge Base software to run their help center and Artificial Intelligence technology to assist customers. The format you choose to use will most likely be based on the complexity of your question to answer.
Provide a Variety of Options
Consider more than a sentence or two to respond; think about how you can add value to the customer’s experience. Connect to other tutorials, articles, or web pages within your response so that customers can quickly find the relevant sources.
It is also possible to go with the Fabletics option and include a “Did you get the answer?” survey at the end of your FAQ answer. If a customer chooses “no,” direct them to similar questions that could aid them in resolving their problem.
If a client’s issue isn’t answered on your FAQs page, you should make it easier for them to seek help by another method. One option is to put a search box on your page so that they can navigate your website using keywords to locate additional information.
Follow your Development
Do not forget of your FAQ page after you’ve got some questions and answers. Instead, you should look for ways to keep adding to your answer bank and then continue to change the questions you ask about what your customers want.
If you opt to take the survey with only one question at the close of your answers, look back to see the number of people who rate them as helpful or not. If you have questions for which most customers stated that the answer was not helpful, look at ways to extend the answer by using additional sources. You could also consider adding inquiries to the FAQ webpage to fill the holes.
You may also utilize CRM metrics to assess the extent to which the FAQ page is reaching the target. If your site is effective in providing solutions to customer issues,s it should result in an increase in the volume of calls and a rise in traffic to your FAQ page. This indicates that customers can solve their problems through self-service, without the need to contact an agent for support.
Your FAQ Webpage is Easy for People to Locate
If you want customers to visit to access your FAQ site, the page must be accessible, both on and off your website.
Begin by optimizing your website’s content to be search-friendly using SEO techniques. This way, if your clients go to Google to get answers on your product rather than visiting your site, Google will guide them to the appropriate FAQ page.
If your customers are headed directly to your site to seek answers, place the URL for your FAQ page or help pages prominently visible, perhaps on the top navigation bar. This will encourage users to browse through your FAQs before contacting a support representative or submitting tickets.
When visitors arrive on the website, ensure your FAQs are well-organized and clear. The idea should be to help your visitors help themselves, which is why the site should be simple to navigate. When you’ve got more than twenty questions or answers to share, you must include a search feature.
What’s the Goal of Having the FAQ Page?
The purpose of having the FAQ webpage is to provide fast answers to the most common questions your business might be able to anticipate. A FAQ page allows customers to help themselves, allowing them to resolve issues quickly. FAQ pages aren’t designed to resolve every problem, so it’s crucial to provide the option for users to reach a live person.
Do you require an FAQ page?
Are your employees taking too long to answer the same questions repeatedly? This could be a sign that you’re in need of an FAQ section.
A FAQ page can be a good place to start when creating a help desk. When making an information base, it is beneficial to begin by creating articles that address commonly asked queries. You can, afterward, continue to add information. Find common one-touch tickets – the ones that are resolved by simple answers. They’ve likely already been written by an internal documentation or product team. They can be posted in a short time as FAQ articles within an ever-growing knowledge base or even passed to chatbots.
Where can you Place an FAQ Page?
You can create an FAQ page in the help center, or on your product or checkout page, or any other place where customers may be stuck. It is also possible to deploy chatbots to answer questions at any time on your website or mobile application.
Are FAQs Beneficial for SEO?
FAQ and Help centers, generally speaking, are fantastic for SEO. Customers have been accustomed to the “Google it” approach to customer support. They look up a company’s web resources first before they encounter problems and are more inclined to use self-service, as it’s convenient and quick. Instead of making your clients navigate through the various pages of Google, optimizing your FAQ page will help users find answers faster.
How do you make an SEO friendly FAQ page? Here are some Design FAQ pages guidelines.
- Do keyword research to know what your audience is searching for and to identify holes in your content
- Create your content so that Google is able to easily crawl it. For instance, topic cluster models will help to organize your content according to topics and subtopics.
- Make your content more digestible by using the use of subheadings, lists with bullets, or short sentences.
- Utilize internal links to link pertinent articles.
- Maintain your knowledge base efficiently by keeping track of issues like obsolete web pages, content, and mobile testing tools.
