Simply put, an FAQ is a web page that presents the main and most frequently asked questions about a company's products and services, followed by their respective answers.
In other words, the FAQ is a self- vzambia email address service tool through which the customer can clarify various doubts, without needing to speak directly with an agent.
What is FAQ?
To fully understand what FAQ is, it is also necessary to know what this acronym means.
FAQ is an acronym for the English term Frequently Asked Questions , which in Spanish is usually translated as “Frequently Asked Questions.”
This is a web page , which must be available in a visible and easily accessible place within the company's website, that offers answers to the most common questions that customers have .
The idea is to offer a self-service solution that allows the brand's consumers to quickly obtain answers and guidelines or guides to simple questions, for example: payment methods, shipping conditions, delivery times, how to make a change, among others.
How important is the FAQ?
Knowing what FAQ is is not enough to understand why this resource is so important for your company. Here we will present all the basics.
Having a FAQ is a way to optimize customer service and, thanks to this, increase their level of satisfaction .
For example, the FAQ prevents a consumer from having to contact one of your company's customer service channels to clarify simple questions.
By consulting an FAQ, you reduce the time it takes for the consumer to get the answer they need, which doesn't take up your agents' time, leaving them free to handle more complex requests.
Thus, among the various reasons that justify the creation and offering of a FAQ we can mention:
Improved customer experience
Increased productivity of your customer service team
Reduction in service time
All of these points, in turn, also contribute to increasing customer loyalty rates and increasing sales volume , as it can also facilitate this process.
Recommended reading: “ Strategies for customer loyalty that work ”
What is the WhatsApp FAQ?
The WhatsApp FAQ is the page of answers to frequently asked questions made available by the instant messaging application for its users.
This is a good example of an FAQ, especially for companies that offer a variety of products and/or services.
The reason why this is remarkable is that the questions are grouped by topic, which makes it much easier for users to search. The categories that can be consulted are:
