How To Handle Frequently Asked Questions (2024)

FAQs

How To Handle Frequently Asked Questions? ›

FAQs should always be short and to the point. Aim to answer each question as succinctly as possible. If any require longer answers, consider providing a short answer with a link the user can click on if they need more information.

FAQs should always be short and to the point. Aim to answer each question as succinctly as possible. If any require longer answers, consider providing a short answer with a link the user can click on if they need more information.

Use automated responses

Even when an agent knows the answer to a customer's question, it takes time to write a well-thought-out reply. Automated responses cut down on this time by providing prewritten responses to common questions that agents can quickly add to their messages.

Keep it Simple & Organized

So, keep your solutions brief and to the point. Ruthlessly chop down any overly wordy answers, and break-up longer answers into easy to consume paragraphs. Instead of stuffing as many answers as possible onto a single page, think about breaking up your FAQ section into skimmable sections.

Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service. At the same time, there are also many other benefits to having FAQs on your website.

A short answer response should follow this basic structure: a topic sentence that answers the question, evidence to support your answer, and a sentence or two of introspection.

An effective FAQ page should include a clear and concise introduction, questions and answers divided by categories, links to additional resources, and a search function to help visitors quickly find the answers they are looking for.

When writing questions, use the first person (I, me, my) so that it feels like you're directly answering the customer query. Try to answer fully. If you can answer the question fully in one answer, you can avoid linking customers to different pages to find the information they want.

Though you want answers to be thorough, it's equally important to keep them short and to the point. Users come to FAQ pages for answers, you don't want to make them work for it. Include enough information to completely answer the question, but try not to exceed 2-3 sentences for each.

Listen Attentively: Pay close attention to the question being asked. Listen actively to ensure you understand it fully before formulating your response. Ask for clarification if needed.

How do you practice quick response? ›

A canned response is a pre-written text or template used by help desks to allow support agents to send quick replies to common customer queries. These canned responses are also known as: Predefined responses.

That said, you want to find a nice middle ground. Fewer than five questions might indicate you haven't done your research… or that you didn't need an FAQ to begin with. Fielding dozens of questions isn't good either, but if they're all necessary, consider splitting your FAQ into multiple pages.

Frequently asked questions (FAQ) are questions and answers that follow a certain topic – a collection of common questions that tend to be asked repeatedly on issues such as timing, delivery, handling, product information, and return policy. FAQs can be anywhere on the page, most commonly at the top or bottom.

FAQ schema is specialized markup you can add to a webpage's code that contains a list of questions and answers. Google then reads this markup and uses it to generate a rich snippet.

When you are ready to answer a request or inquiry, you should provide a clear and concise answer that addresses their needs and expectations. You should use polite and professional language, avoid jargon and slang, and provide evidence and examples if necessary.

Thank the person for their interest: Start by thanking the person for their interest and request for more information. Acknowledge their request: Confirm that you have received their request for more information and that you will be happy to provide them with the information they need.

Always reply inline and use a blank line to separate your answers from each question. Don't assume that the recipient will see any formatting.