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FAQ What do you think are the general challenges in running FAQ site?
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Nowadays, many companies post FAQs (Frequently Asked Questions) on their homepages to provide a means for customers (consumers) to solve their own questions about products and services.
In addition, the customer service department represented by the contact center (call center) uses FAQs for the purpose of improving response quality, productivity, and sharing knowledge.
Meanwhile, most companies have the following issues in the operation and management on FAQs.
■ The FAQ site on the homepage and the contact center are not linked
The FAQ site on the homepage is created by the homepage creating members, and in many cases the contact center (call center) is not involved in creating the FAQ contents. However, the FAQ site on the homepage is required to post information not only from the perspective of the company but also from the perspective of the customer (consumer). The active engagement of the contact center department, which handles customer service daily, can quickly reflect the "information being sought now" on the FAQ site.
■ Customer (consumer) FAQ and in-house FAQ are dual control
If the FAQ site for customers (consumers) and the FAQ site for in-house use exist separately, there is no choice but to manage them separately. If the contact center operators do not understand what FAQ contents are posted on the company's homepage, the operators may respond inconsistent answers while customer service. In addition, it will lead to lower speed and quality of customer service.
■ The knowledge accumulated in the company cannot be utilized
If the search accuracy of the in-house FAQ system is low, it takes time to find the knowledge you want. In addition, information are scattered across multiple internal systems, making it difficult to search and often inconsistent. Also, the information has not been updated properly and timely, its freshness and accuracy are becoming low. In the case of an in-house system, employees cannot view it outside of the office and they do not use it eventually.
FastAnswer2 (FAQ Knowledge System) can solve the above issues about FAQ operation and management.
Click here for the product features of the FAQ knowledge system "Fast Answer2", which was developed with the concepts of "Easy to create", "Easy to find", and "Easy to nurture."
Management ID：647
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