The introduction of frequently asked questions can be considered an effective measure to improve the efficiency and quality of customer service. There are many benefits to be gained from introducing FAQs and, although several companies have introduced them, there are some points to keep in mind when creating them. In this article, we will explain the FAQ scheme, the purpose of doing it, how to do it and the points to keep in mind.

FAQ is an abbreviation for "Frequently Asked Questions" and is a content that organizes frequently asked questions and answers. FAQs are the "Frequently Asked Questions" you see on corporate sites and e-commerce sites.

There are two types of FAQs: "internal" and "external." The first is for internal employees and contact center staff, and the second is content that works to resolve customer issues.

The FAQ operation is generally installed on official sites and CE sites. By setting it as "FAQ" or "Frequently Asked Questions", access users can get the information they want.

In addition, there are many cases where FAQ is operated by systems. It is useful for operating call centers and contact centers because it can be used to enter questions on the PC and display the answers.

The purpose of creating FAQs is to answer customer questions. By organizing frequently asked questions and answers as content, customers can resolve their queries without bothering to contact customer service.

Supporting the staff in charge of queries is also one of the purposes of creating FAQs. If there are frequently asked questions, employees and customers can solve the problem themselves, which reduces staff time and effort. Even when you respond directly, you can quickly find the answer by consulting the FAQs, which improves work efficiency.

In addition, it is also effective in improving the operational efficiency of contact centers and reducing the burden on staff. This is because the number of queries can be reduced by creating an environment where customers can solve their own questions.