Handling Frequently Asked Questions can be tough at times and we often wonder what is the best way to deal with FAQ's?
The introduction of Live Chat has been groundbreaking in the world of Customer Support and has enabled people to get instant help, but there can be times when the FAQ page is a better option and in many cases having both is ideal.
Choosing between FAQ's and Live Chat is also very dependent on what your business is.
Firstly, every company should have a comprehensive FAQ page and not always just one page but sometimes you need many pages of answers - depending on your business. Take our Rocketspark Support page for example, this contains years' worth of answers and guides that address frequently asked questions that we experience a lot. It provides an excellent way for customers to find the answers they need. It saves you time, the customers time and everyone is much happier for it.
FAQ's benefits:
- Time-saving
- Gives you an opportunity to improve SEO
- Gives you an opportunity to show some personality
- Allows customers to find their own answer/s for their questions quickly
- Helps build trust with your target audience
Live Chat benefits:
- Convenient
- More personal - makes you available
- You can strike while the iron is hot! Reach out to customers before they even ask a question. Less wait time = happier customers
- You will gain insights
- Raise your sales
As you can see by looking at the benefits of each of these options, there is a lot of overlap between the two. Convenience and efficiency are the main goals for both an FAQ page and Live Chat.
The main differences that we notice are that Live Chat gives the customer a feeling that there is someone ready to help them right at their fingertips. The customer feels supported. Meanwhile, FAQ's provide a great opportunity to improve your websites SEO and this is something that Live Chat does not do.
Ultimately, the decision is yours - have one or the other or have both! With all things considered, it is whatever you prefer and what you find the best for your customers.