FAQs are essential for customer success. If existing customers have questions or problems using a product, they can resolve them themselves if there is an FAQ. FAQs save customers the time and effort of having to contact a call centre. As a result, customer satisfaction is increased.
When developing your FAQ resources, it’s important to cater to all levels of ‘search literacy’, keeping in mind that for some customers it can be difficult to locate the information they need. One effective way to improve usability is to incorporate a search engine that allows natural text searches with the FAQ resource. You can also implement chatbots that allow users to find information while interacting with each other.
▶ Reference: Call Centre Japan, April 2022.