How do you create and share FAQs with customer service software?

One of the key things that I observed while working with SaaS in IFM was that we also need to know who is going to be operating them. Assess the frontline you expect to be doing the groundwork for and then choose the software which they can operate. Keep the GIGO formula in mind- Garbage in, Garbage out.

In my experience, one of the best ways to go about creating and sharing FAQs with customer service software is to draw insight from real-life cases. If you have survey results or feedback from your past/existing clients, you can use this as the base for your creation because if you go only via the hypothetical route, you risk making a mountain of hypothetical situations that will actually end up not addressing real-life issues faced by your clients and this can be frustrating. Of course, you can include hypothetical scenarios as well but my recommendation is that your first stop should be to draw inspiration from the pool of real-life/real-time cases.

You would have to get the CSA to categorise the calls they receive and then the management determine what are the common reasons for the customer contacting the centre, when the results are collated from all of the CSA'a - things like general information can be put into the FAQ'a without having to do this - e.g. post and packaging, delivery times etc. If it is business to business then information should be in the T&C's which would also be stated in the contract. For websites - the use of a chat-bot might be considered, most of the big companies and corporations have these, it saves the customer calling and taking up the time of CSA'a when they should be dealing with issues that need more than a basic / general response.

First, compile a list of frequently commonly asked questions based on customer inquiries, feedback, and support tickets. Categorize these questions to help with organization and navigation. Second, for each question, create clear, concise, and accurate answers. Use simple language and provide step-by-step instructions. Third, test the navigation and usability of your FAQ section within the customer service software. Ensure that customers can easily access the FAQs and find the information they need without hassle.

So here's my view: Organizing information within your FAQ involves structuring content into clear categories and subtopics, ensuring a logical order that progresses from basics to complexity. Visual enhancements like icons, color coding, and collapsible sections aid navigation, while interactive elements like quick links and breadcrumb navigation improve user experience by providing quick access and maintaining context. Use experience is the most important thing!

Identifying FAQ Topics: 1. Customer Interactions: Analyze support tickets and chats for recurring questions. 2. Sales & Support Feedback: Ask these teams for frequent customer queries. 3. Social Media: Monitor questions and concerns voiced on platforms. 4. Product Updates: Address questions about new features or changes. 5. Website Analytics: Spot pages with high drop-off rates indicating confusion. 6. Surveys: Directly ask customers about confusing areas. 7. Competitor Analysis: Check competitors’ FAQs for overlooked questions. 8. User Forums: Monitor user discussions for common concerns. 9. Internal Feedback: Gather insights from different company departments. 10. Update Regularly: Adjust FAQs based on changing customer queries

Using different sources to gather information for your F.A.Q.s is an excellent approach. Each reference provides unique insights into the questions and concerns your customers have.

Don't forget the obvious: a search feature that works. How about a feedback option so customers can tell you if your FAQs are useful?

I want to point out that writing clear and concise answers to your F.A.Q. is crucial to ensure customers can quickly find the information they need.

One thing to watch out for when trying to simplify complex topics is tone. Make sure you’re being clear without being condescending.

Create a standardized style and make sure all article authors use it. This is most important with software instructions. For example, use > to indicate a next step. Bold clickable items and italicize menu items. For example, One screen 1, click Add > select Name from the drop down menu > type your name in the box.

With the increase in demand, customer service is also expected to be on top and thus hourly updates are done in product and process which simultaneously need to be updated on required portals for all customers which enables them for self help. FAQ is one such important aspect in any product which clears all customers query

I think one crucial thing to keep in view is the ever dynamic and evolving nature of customers. It is important to understand what you sell, how tou sell, to whom you sell and be able to forecast FAQs *be familiar with the current issues in your field and understand where customers might have questions

Also, adding FAQ documents to help center database is a great idea. In case of customized help centers, where applicable, you could have certain tweaks basis customer to customer. Product onboarding team should take them through this section, including the FAQs.

Changing Customer Needs: As your customer base evolves, so do their questions and concerns. Regularly updating your FAQs helps you address new issues and keep up with the shifting landscape of customer inquiries.

We always dated our articles and noted the version and often what updates were made. For example: -------------- v. 2.1 08/01/2010 updated title v. 2.0 06/02/2010 updated absentee policy It is extremely important to avoid any duplication. You will never find every instance of a piece of information to be updated if it has been posted in multiple places, but you are sure to have a customer who finds the one place you didn't update. This isn't in reference to making an article available in multiple channels, but writing about the same thing in different ways in more than one article.

Sharing FAQs with customers efficiently is a crucial aspect of providing excellent support. When customers can easily access accurate and relevant information through well-organized FAQs, their experience improves, and your support team can focus on more complex issues.

Creating and sharing FAQs with customer service software is like making a cheat sheet. First, gather common questions customers ask. Then, write clear and simple answers that anyone can understand – like explaining to a kid. With the software, organize these FAQs into categories, making it easy to find what customers need. When someone asks a question, quickly share the right FAQ link. It's like sharing a map to the treasure! Plus, update FAQs regularly to keep them fresh and helpful. This helps customers find answers fast and frees up time for more complex queries.

If available to you, consider publishing FAQs and how-to guides in different formats and styles, as well as languages if you have an international customer base. People absorb information and learn in different ways according to their abilities, cultural and educational background, etc. One single format does not fit all.

When you're crafting those FAQs with your customer service software, never forget the magic word: Accessibility. Always keep in mind that not everyone's riding the same wave of abilities as you.

If you can manage, provide both a text-based article and a video solution. People are basically readers or listeners and will appreciate having the choice that works for them.