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Enhance Online Customer Service with FAQ’s

How better information can help you keep more customers


In today’s online world, many consumers do not want to wait for an answer to a question – particularly when an answer to that question is needed to complete an online purchase. In many cases the lack of information needed to complete on online transaction will cause consumers to leave a website – without purchasing – and go to another site where making a purchase may seem easier or where better information about how to complete a transaction is available. To prevent this from happening to your site, you might want to consider posting and frequently updating FAQs as tool to retain and convert your website visitors.

Keywords: small business advice, online customer service, customer service, small business service, personal service

It’s a fact that today’s consumers, particularly those who shop online frequently, want and expect instant access to information. If a prospective customer has a question that he or she wants answered before making a purchase decision, it’s important that the desired information is easy to get and can be found quickly. If not, that individual is likely to leave your site and move on to one of your competitors.

That’s why it’s important to publish comprehensive and easy to navigate frequently asked question (FAQ) pages on your website – especially on those sites that are used primarily for ecommerce (selling online). If prospective customers have a simple and fast way to get the information they want without having to leave your website or wait for a response to an online customer service inquiry, they’ll be much more likely to purchase from you.

If you plan to use a FAQ page as part of your online customer service efforts, it’s important to update the information frequently. The idea is to keep track of the most common requests and inquiries you receive, and publish them along with appropriate responses. Your customers will be happy because the details they want will be at their fingertips. What’s more, you’ll save time because you won’t have to personally field the same question over and over. Instead, you’ll be able to devote your personal attention to more ‘out of the ordinary’ requests – or on important tasks like finding more new customers.

Sandy Ross
Customer Service Guru
Sandy RossLearn how to use the web to serve your online and offline customers better.

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