What is FAQ? Implement it and increase your company’s productivity
Have you ever thought of a question about a specific topic and when you go to type it into the search engine, thousands of people have already thought of it? Don’t feel unoriginal, it happens to all of us, even your clients. Usually, around a specific topic, doubts arise that are common among users company’s productivity .
Now imagine that every time the same problem or question comes up, you have to analyze it from scratch and give the same answer to thousands of people. That doesn’t seem efficient! Fortunately, there are FAQs. Do you know what FAQs are?
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 company’s productivity 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
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 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 greece telegram data in Spanish, people 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 help desk software – what is it? discover 6 advantages 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 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.
This concept was then popularis and brought into a commercial context. They are now quite common on websites. However, they do not only exist on the Internet,
some cases they are print pieces such as brochures
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:
1. Ruc customer effort Giving autonomy to the customer company’s productivity generates a ruction in resolution times. This translates into a ruction in effort for both the customer and the company. It is america email important to consider that customer effort is a key indicator and one of the pillars of customer experience .
A Zendesk study show that companies that manage customer data better have a 36% faster resolution .
2. Decrease in operating costs
Rucing the company’s effort brings with it a ruction in operating costs. Customer nes are rirect to be self-manag and generally, self-service tools and automation favor the use of more economical channels.