Most FAQs on websit are a boring column with qutions and a wall of text. They are rarely updat, are hard to find, and almost never solve the client’s Working Support Tool problem. As a rult, the load on support grows, operators answer the same qutions, and the client gets angry and writ in the chat. Although a competent, interactive FAQ can remove up phone number list to 30% of requts and increase customer satisfaction. We tell you how to turn help into a living working tool, and not just a formality for the sake of it.
1. Static FAQ ≠ self-service
What’s usually wrong:
- There are many qutions, but it is impossible to find the right one.
- The answers are overload with how to advertise on google ads? technical details, without specifics.
- No search, filters, interactive blocks.
- The client still has to write in the chat, because the FAQ is not a solution.
What you ne:
- Context , structure and usability.
- Hints within the chat – the Working Support Tool client will not always go to a separate page.
- Update bas on real requts , not marketing fantasi.
2. What mak a FAQ truly useful
Keyword search — with hints and ranking by popularity.
Interactive blocks : drop-down answers, quick buttons, nt sections.
Short, specific wording that is mobile lead understandable not only for projects, but also for regular customers.
Exampl, screenshots, videos if the qution requir action.
Relevance — articl are updat when the product or company policy chang.
How it is implement in Webim:
- The knowlge base works in conjunction with the chat and bot : when you enter a query, articl are immiately offer.
- Within the FAQ, you can use search tags , categori, and interactive scripts.
- Operators can manually send the dir article directly to the chat.
3. How to emb a FAQ into a chat – and not lose a client along the way
Why “follow the link” don’t work
– because customers don’t want to go Working Support Tool anywhere. They’re already in the chat.
What to do:
- Set up auto-suggtions when typing a msage – when the client writ, the bot suggts an article.
- Show FAQ for keywords before sending msage.
- Use cards with buttons in the bot interface to guide the client through the scenario.
- Add knowlge base search directly to the chat widget.
How it is implement in Webim:
- The knowlge base is integrat into the chat – the client se articl at the time of the requt .
- Auto-suggtions work bas on the real context of the dialogue .
- You can display dynamic articl if they have been updat recently.