New FAQs cut customer enquiries down

[jamie]

hi,

we recently asked staff to make a note of each enquiry for a week. we then compared notes and put the recurring questions (most of them) on to our FAQ page.

our existing faq page had been written 4 years ago and untouched since then.

i had been putting this off, because i didn't think anyone read FAQs, but they do!

for the first time in years, our peak season has manageable customer service demands.

[dukelips]

never underestimate the knowledge and curiosity of the web visitors.
It happened to me once. Oneday a old lady called and asked some clarifications about the steps in FAQ.Only then we could see some flaws in the steps mentioned.

So embarassing for me

[dpd1]

Considering that it basically doesn't cost anything to work on, it's definitely worth the little effort it takes. I've sat and done something similar... Trying to predict every question someone might ask. Because I hate answering the same questions over and over, I actually did it right from the beginning. So it's hard for me to know exactly how much of a positive affect it's had, but I have to think it's helped. Of course you'll always get the people who either don't bother to look, or for some reason want their own personal answer to a question already on there... But you can't get around those people.

Dave