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Use a clear, logical organizational structure for your FAQsĮven if your questions and answers are on point, they’ll get lost in the shuffle if they’re not easy to navigate. Hopefully, your marketing team is already compiling and analyzing this data so you can use their research to supplement yours. By looking for similar tickets and talking to support agents, you’ll surely find plenty of frequently asked questions to answer.Īnother research goldmine is Google Analytics, where you can see the search terms that prospects are using to search for your products or services. The best place to start is with your support tickets. So it’s important to do a significant amount of research and analysis of your existing customer interaction. When you’re creating an FAQ, your job is to find and exploit those patterns. In most cases, very clear patterns emerge around the questions your customers ask. So the more issues your FAQ solves without involving an agent, the more efficient your operation is.įAQ best practices Do your research on customers’ FAQs According to Gartner, when an issue is resolved through a live interaction, it is 80 to 100 times more expensive than if that issue had been resolved through self-service. It’s far more cost-effective to provide resources like an FAQ page so customers can resolve their own issues. Involving a support representative is the most expensive way to solve a customer issue. In short, both experienced and inexperienced agents get more productive with FAQ pages.
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Plus, when common queries do get through the FAQ page, even newer agents can resolve them independently because they can use the FAQ pages as a resource themselves. More productive agentsīy answering questions without involving an agent, FAQ pages effectively focus your agents on the issues they’re most needed for.
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In the 2021 Zendesk Customer Experience Trends Report, 32 percent of respondents said resolving issues quickly was the most important aspect of a good customer experience. In both cases, issue resolution time goes down, which is a big deal for how your customer perceives their experience. Agents can reuse FAQs to quickly answer a question and customers can use an FAQ page to resolve their own issue. Self-service options like FAQ reduce the time it takes for customers and agents to resolve issues. Yet in 2021, over 60 percent of companies reported investing in self-service.īenefits of having an FAQ page Reduced average issue resolution time In 2020, only one third of companies surveyed offered any kind of self-service. According to our 2020 Customer Experience Trends Report, high-performing businesses are 76 percent more likely than average or low performers to provide self-service options.Īlso, self-service is increasingly becoming the price of entry rather than a competitive differentiator. This explains why the best companies are far more likely to provide self-service or have a help center. This has the two-pronged benefit of reducing resolution times and improving CSAT scores while simultaneously reducing your agents’ workload.
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Why do companies need FAQ software?įAQ software gives your organization the ability to easily and cost-effectively start offering your customers self-service options. You can use an FAQ service to asynchronously share that knowledge with your customers to resolve their issues faster while saving your agents valuable time for more complex questions.
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Every company has questions they regularly get from customers. Depending on the software, you may be able to distribute FAQs on one or more web pages, via chatbots, and through live chat. What are the main elements of an FAQ template?įAQ (frequently asked questions) software is a program that enables you to create, edit, publish, and distribute FAQs for self-service customer support.
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To ensure you choose and implement the ideal FAQ tool for your team and your customers, this page will cover everything you need to know about FAQ pages, templates, and more.įeel free to skip around by clicking through the table of contents below: You need best practices, templates, and great FAQ software to maximize an FAQ page’s impact. And even the best tool doesn’t create your FAQs for you. So what makes one FAQ tool the ideal choice for a different organization might make it a terrible choice for yours.
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But the questions customers ask plus where and when they ask differ from company to company.
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Providing quick answers to frequently asked questions is an often overlooked, yet relatively simple way to establish the foundation of an effective customer service team. A guide to creating the best FAQ pages & templates with FAQ software