The FAQ: the tool to improve your customer experience
Posted: Sat Dec 21, 2024 4:59 am
How do I return an item? Can I return it if it’s not my size? How much does shipping cost? How do I open an account? “What if I haven’t received my product ? Where can I request an invoice?”
These are the kinds of questions often asked by Internet users on websites that clutter up customer service, online, on the phone, in the email boxes of your customer support agents (or helpdesk in the original version)!
In fact, on one side we have customers who always ask the same questions, the eternally dissatisfied who like to "open" complaints. or those who abandon their purchases because they cannot find answers to their problems at the right time and in the right place. In the latter case, it is a loss of earnings that is paid for in cash!
The FAQ (for Frequently Asked Questions) is one of the america cell phone number list essential tools in terms of customer experience . Discover in this article why you absolutely must integrate it into the user journey.
What is a FAQ (Frequently Asked Questions)?
The acronym FAQ is a list of recurring questions asked by visitors to your website, and on which appear the answers to these questions. But that's not all... The FAQ is also an opportunity to establish a link with your visitors!
50% of people are ready to abandon their purchase due to lack of a quick response . ( source )
Indeed, at a time when the customer expects a fluid, intuitive, and personalized experience , it is necessary to anticipate the needs of users at each stage of their journey. This is why many companies have automated this part of the process with chatbots (see below) that draw from knowledge bases or from the entire site.
Customer experience remains one of the keys to transforming your visitors into customers, and even retaining them.
The importance of FAQ
Companies are increasingly understanding the importance of FAQs and their effectiveness is no longer in doubt.
82% of customers would like to be able to use an FAQ tool to find the answer to their problems themselves ( source ).
Indeed, it is more pleasant for users to be able to find the answers to their questions quickly and easily.
The main objective of the FAQ is to answer as many questions as possible that the user may have about a company, a service, or a product. But it also allows you to:
Promoting brand expertise
Give the user a sense of transparency given off by the brand
Reassure the user about the action to be taken
Show the user that if there is a problem, it can be solved
Unclog customer service
To assist in the act of a purchase
Increase conversion rates and sales
Provide a clear, concise and effective response
These are the kinds of questions often asked by Internet users on websites that clutter up customer service, online, on the phone, in the email boxes of your customer support agents (or helpdesk in the original version)!
In fact, on one side we have customers who always ask the same questions, the eternally dissatisfied who like to "open" complaints. or those who abandon their purchases because they cannot find answers to their problems at the right time and in the right place. In the latter case, it is a loss of earnings that is paid for in cash!
The FAQ (for Frequently Asked Questions) is one of the america cell phone number list essential tools in terms of customer experience . Discover in this article why you absolutely must integrate it into the user journey.
What is a FAQ (Frequently Asked Questions)?
The acronym FAQ is a list of recurring questions asked by visitors to your website, and on which appear the answers to these questions. But that's not all... The FAQ is also an opportunity to establish a link with your visitors!
50% of people are ready to abandon their purchase due to lack of a quick response . ( source )
Indeed, at a time when the customer expects a fluid, intuitive, and personalized experience , it is necessary to anticipate the needs of users at each stage of their journey. This is why many companies have automated this part of the process with chatbots (see below) that draw from knowledge bases or from the entire site.
Customer experience remains one of the keys to transforming your visitors into customers, and even retaining them.
The importance of FAQ
Companies are increasingly understanding the importance of FAQs and their effectiveness is no longer in doubt.
82% of customers would like to be able to use an FAQ tool to find the answer to their problems themselves ( source ).
Indeed, it is more pleasant for users to be able to find the answers to their questions quickly and easily.
The main objective of the FAQ is to answer as many questions as possible that the user may have about a company, a service, or a product. But it also allows you to:
Promoting brand expertise
Give the user a sense of transparency given off by the brand
Reassure the user about the action to be taken
Show the user that if there is a problem, it can be solved
Unclog customer service
To assist in the act of a purchase
Increase conversion rates and sales
Provide a clear, concise and effective response