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Best practice Writing FAQs for your Weply Chat
Writing FAQs for your Weply Chat
Updated: September 30, 2022
Using FAQs in Weply Chat
Setting up FAQs in your Weply profile is a great way to ensure that your chat consultants have all the information they need to help your potential clients. By verifying that your FAQs are updated and accurate, you'll be able to cut down on the number of questions that come through email or phone. Setting up FAQs allows your chat consultants to have pre-written answers ready at hand for common questions that come through in a chat session with your visitors. Let's start by getting the basics right.
What's a FAQ?
A FAQ is a Frequently Asked Question. It's those questions you get asked again and again. And maybe you're even answering these questions on your website, but not everyone knows where to find the answers.
Weply Chat lets you create a FAQ in your account so that we can help answer those questions whenever someone contacts you through your chat. Our chat consultants can access your list of questions and answers and use them to provide the most accurate and quickest responses possible.
What do FAQs look like?
The FAQs each company sets up vary widely, and we'd almost say that none of our 1,800+ customers' FAQs are the same. They can be both simple questions and more advanced ones where your expertise is required to answer the question. Below are 3 examples of FAQs in three very different industries:
Labor union
Car dealership
Real estate agent
As you can see, there is a huge difference between just these three examples. There is plenty of room to make them as customized as possible for your particular customers. Some find that website visitors have difficulty finding the right information on the website itself, where it would make sense to have FAQs linking to the right sub-page. In other cases, it may make sense to share your expertise in your field so that your external chat consultant can answer more advanced questions.
Best practice
We recommend listing a few and the most common questions with corresponding answers. Our Customer Success Managers will work with you to set up your FAQs so they are super sharp. In addition, we will continually assess, by looking at the common questions asked in your chat dialogues, whether there are any trends that we should be aware of. If there are, our Customer Success Team will be in dialogue with you about how we can update and optimize your FAQs so that chat consultants can be as helpful as possible.
Our Customer Success Team is ready to advize and guide you on setting up your FAQs. Maybe you already have 5 suggestions for what they should be, maybe you have none - we'll meet you where you are. We have experience with most types of businesses, so we're always ready to guide you through the setup. Contact us on +45 21 199 199 or support@weply.dk.
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