Providing a first-class customer experience may be time-consuming, expensive and complicated, but it is really necessary to achieve it. But there is a forgotten customer service strategy that is economical, efficient and streamlined. This policy is a FAQ-FAQ page.
FAQ stands for "Frequently Asked Questions". FAQ is a list of product information and FAQs before and after sale on the website.
FAQ page is a time-saving customer service strategy, which can provide the most common questions and answers for current or potential customers.
The advantages of the product FAQ page are summarized as follows:
The only time you don't need a FAQ page is when your product or service needs to be installed and controlled by professionals. For example, common questions about surgery will never be answered. Of course, there may be answers to common questions about postoperative expectations and how to take care of themselves, but patients don't need to know how to perform surgery.
In addition to the above special circumstances, the product is not used at first sight, and a FAQ page should be built.
Above, we know why FAQ is important. But what should a valuable FAQ include? Let's start with the basics and understand the five steps required to create a valuable FAQ page.
Ensure that the questions included in the FAQ page of the enterprise match the problems actually encountered by customers. You can ask the customer service first, which common questions will always be repeatedly asked by users, the most difficult part of the product. In addition, users' real thoughts are collected by setting feedback forms.
FAQ navigation should be clear and easy to use. If the navigation is too complicated, customers may give up or even leave. Find out the common topics in the question list, and then start classification according to this commonality.
The way to write FAQ is very important. You can think of FAQ as an "answer Bible". This means that you should take the time to write clear answers. Most importantly, every answer should be concise and accurate.
This is the most useful part of the FAQ page. In the following example, you will see many search fields. When customers enter the FAQ page, they will think of a specific question. Besides letting them search, there is also a search bar at the top of the page to save users' time.
The FAQ page should be consistent with the overall style of the website, design the "Frequently Asked Questions" page and add some brand elements. Consider the design point to be consistent with your brand.
Page layout is another important step. No matter how powerful your FAQ page is, it is useless for visitors to find it. Therefore, make sure to highlight this page in the menu, sidebar or footer area of the website: remind visitors to check and see if their questions are in the FAQ before contacting the customer service team directly.
It is also very important to ensure that the FAQ page is up-to-date, preferably once a month, so as to evaluate whether any changes are needed.
Let me show you the FAQ pages of some quality websites.
This is a product FAQ page of social networking site, which not only provides a huge search setting, but also distinguishes different types of users in detail in the column distribution, which is worth learning.
This is the product FAQ page of a luxury website. In addition to setting beautiful background pictures, Gucci also provides users with a variety of choices to find answers. Shoppers can use the navigation bar at the top, drop-down menus or scroll through different categories.
Look at this FAQ page, and you will know that it is Disney, which is very brand-specific.
Frequently asked questions (FAQ) pages are usually constructed by static Html pages, but this method will lead to long production cycle, difficult content modification and high maintenance cost. Here I recommend a professional FAQ making tool-Baklib.
Baklib is a domestic help document making tool based on Web application, which aims to help enterprises make internal documents, product manuals, FAQs, help centers, knowledge bases and so on. , and can be edited, updated and published at any time. Let users know the products more quickly and conveniently before and after sale.
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