The trend towards self-help options will only increase over time, as it is almost always faster to get the answers you need and can drastically reduce the need for large customer service teams. If you have not spent the time, however, to set these systems up with the most concise and clear information your business will suffer. Here are 7 things to consider as you create and organize your FAQs and other self-help options:
- Provide comprehensive, but concise information - complete and detailed answers are helpful, partial information is frustrating.
- Cover as many topics as possible - if I can't find what I'm looking for then I'll have to contact your customer service team, which increases your costs.
- Pictures are cool - because many of us learn better from seeing it done.
- Videos are super cool - because this is the better version of still pictures.
- Measure how helpful your information is - because you need to know if you need improvement to your self-help resources and how to improve them.
- Make it easy to search and organize it well - because if it's too hard to find, I will hate your company and your product or service.
- Make it easy to ask for help - because no system is perfect and sometimes people just want to reach a human being.