These days almost every business has implemented some form of a Frequently Asked Questions page on their service or product website. It’s only natural to expose the very top portion of your knowledge base to users, so they can help themselves. After all, nobody wants to receive hundreds of customer service tickets daily about something as trivial as a password change.
However, what is often overlooked is the fact that your knowledge base is an entity that is always in flux, while the FAQ is just a snapshot of it. And as such, it is frozen in time, and naturally needs to keep getting updated in order to remain relevant.
The obvious challenges that this presents are the same concerns every support team has:
- It’s a lot of manual work.
- It takes precious time away from solving important issues.
- It absolutely needs to be done, otherwise the number of tickets will rise.
If the number of ticket rises, there will be a lot more work and a lot less time to do it. This, as you might have guessed, is the main reason for chaos and underperforming in a customer service environment. It’s also the main reason customer satisfaction plummets.
So you can see the importance of well managed self-service and how quickly an outdated FAQ page can do more harm than good. Surely, you must be thinking “There must be a better way!” and we share your sentiment 100%. So how could a customer service team deliver an always-up-to-date FAQ page to customers, but without all the added manual work?
Let’s break it down. First of all, the information that needs to be in your FAQ but is not there yet – where is it? It’s in your tickets. A smart way of keeping an FAQ updated would be to leverage the data contained in your ticketing system to automatically take the answer to a frequently raised ticket and inject it into your self-service page. No more manual work – that part is taken care of.
And how about taking irrelevant items out of the FAQ? This part is easy – based on the frequency of visits of each subject in the self-service portal, unused items get automatically archived.
So with a little bit of natural language processing, artificial intelligence and automation, your FAQ becomes a living, ever-evolving organism that does what it’s supposed to. Which is to make the life of your support team easier, and your customers happier.
So we will ask you this – “Outdated FAQ pages – how is this still a thing”?