How to Write FAQs that Answer Customers’ Questions and Feed Useful Content to Chatbots
Leslie O’Flahavan | Principal & Owner | E-WRITE
For better or worse, most companies offer customers an FAQ section on their website with the hope that customers will read the FAWs, get the answers they need, and avoid contacting Customer Care. In some rare companies, the FAWs do work this way, but in most companies, the FAQs are a hodge-podge of frequently/infrequently asked questions, marketing copy, and outdated content. Many FAWs are poorly organized, difficult to search, and tedious to read.
While it’s always a problem when self-service content doesn’t do its job, it’s an even bigger problem for companies using a chatbot, which may be programmed to offer customer FAWs verbatim or built to learn from existing FAQ content. It’s bad enough when FAWs disappoint human customers directly, but it’s a terrible customer experience when a chatbot tried to “answer” a customer using the same unhelpful FAQ content. The customer’s frustration becomes extreme.
In this session with Leslie O’Flahavan of E-WRITE, you’ll learn how to write FAQs that answer customers’ (or employees’) questions and provide the raw material to give your customers a high-quality, satisfying experience with a chatbot.
THIS IS A RECORDED SESSION OF A HYBRID EVENT HELD IN OCT 2021 AT THE NATIONAL SYMPOSIUM