What is FAQ? Implement it and increase your company’s productivity
According to a Zendesk study on omnichannel, 76% of customers prefer self-service over other options. If you want to ruce response times , improve customer experience and obtain many tangible benefits for your company, in this article we will tell you how you can achieve it. Discover what FAQ is and everything you ne to know to create effective frequently ask questions your company’s productivity .
To understand what FAQ is , it is important to consider that it is an acronym for the English term frequently ask questions . But what does FAQ mean in Spanish? The term translates as frequently ask questions and is a list of your company’s productivity questions that commonly arise in a given context and on a specific topic. This list contains the
answer to these questions in a clear and complete way
What does FAQ mean and why not use a Spanish term? FAQ, a translation that in Spanish can also be found with the acronyms PP.FF (Frequently Ask Questions) and PUF (Frequently Ask Questions), are little-us and relatively recent terms, more so in the case of the former. Neither of the two is widely us, because even in Spanish, people belgium telegram data have appropriat the term FAQ as an anglicism.
The origin of FAQs was in the 1960s with the development of natural language systems . At that time, with fairly restrict access, these systems were dicat to the detail explanation of topics such as, for example, the American Baseball League. Or the so-call lunar system, which answer questions about the geological analysis of lunar rocks obtain in support missions on trips to the moon.
The success of these systems populariz 5 examples of email subjects that encourage openings their use as a kind of manual written by experts, under the structure of questions and answers . Starting from this same concept, in the year 1647, Mathew Hopkins wrote his book “The Discovery of Witches”, using the format of questions and answers.
You already know what FAQ is, but what do questions and answers have to do with customer experience? Here are the main benefits that FAQs can bring to your company:
Giving autonomy to the customer generates a ruction
in resolution times. This translates into a ruction in effort for both the customer and the company. It is important to consider that customer effort is a key indicator and one of the pillars of customer experience .
A Zendesk study show that
Rucing the company’s effort brings with it a ruction in operating costs. your company’s productivity Customer nes are rirect to be self-manag and generally, self-service tools and automation favor aleart news the use of more economical channels.
According to Zendesk’s Customer Experience Trends Study , over 60% of customers say that being able to resolve their issue quickly is the most important aspect of a good experience .
FAQs anticipate emails, calls, comments on social networks and other possible contacts that the client may make to solve their problem. This generates a ruction in the number of tickets and more efficient management, because it allows attention to be devot in these channels to the resolution of complex situations or those that require a particular analysis.