What’s stopping you: to keep it alive
- No one is rponsible for the articl: they were out of date a year ago.
- There is no connection between the FAQ and actual support requts.
- The team don’t know what articl customers ne.
How to fix it:
- Assign a person rponsible phone number library for FAQ to the support team.
- Use analytics on frequent requts and queri in chats.
- Create articl bas on new issu that have not yet been includ in the help.
- Make short iterations: it is better to to keep it alive update 1 time per week than 50 tim in six months.
- Check articl through operators : they know which formulations really work.
How it is implement in Webim:
- The system shows how often knowlge base articl help the client solve the problem .
- You can track which topics are most what was the main benefit of the changes to google adwords? frequently requt – and what is missing.
5. From FAQ to self-service strategy
The interactive knowlge base is not just an additional page. It is a tool:
- Rucing the workload on operators.
- Speing up the time it tak to solve a problem.
- Increasing CSAT and customer retention.
- Improv UX and ruc support costs.
With Webim it works like this:
- The knowlge base liv inside the omnichannel platform .
- Articl are offer in chats, bots and widgets .
- Everything works in tandem with analytics: you mobile lead can see the efficiency and improve what don’t work.
Conclusion: FAQ is not about “should have”, but about “convenient for the client”
Make search smart, and articl short and clear
Add interactivity, buttons, nt answers
Emb FAQ directly into chat
Update bas on real customer requts
Analyze what people read and what to keep it alive they skim
This way, the knowlge base stops being a dead archive and starts working for the busins.
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See also:
- The Customer Journey in Support: How Not to Ruin the Imprsion of the Entire Busins
- How compani save on support without losing service quality
- The Future of Self-Service: How Ready Are Customers to Solve Problems Without an Operator?