Articles by Eric Fitzgerald
- Enhance Your Answers – How to Handle Frequently Asked Questions
Eric explains how companies should compile a comprehensive FAQ page to provide answers to commonly asked questions, creating a first port of call for customers. • FAQ pages are important sections of a website that educate potential customers and provide support. • While FAQ pages are useful, customers prefer fast, accurate answers, so companies need bots and automation to provide on-demand answers. • Macros allow support teams to craft ready-made answers that can be inserted into replies with a click, saving time and providing consistency. • Resolution bots can automatically resolve simple, frequent queries, speeding up response times. • Automated solutions can cut down the response time for frequently asked questions, reducing the burden on support teams. • Support teams prefer to handle more complex problems rather than basic, repetitive questions. Providing human support for challenging queries stimulates support teams and encourages creative problem solving.