XML Feeds
| « Are You Deep Linking to Improve Your SERP Results | Answers to Extreme Ezines How Do You Promote » |
Saving Time Answering Questions
02/07/09
Saving Time Answering Questions
This may seem like a no brainer because several business sites have an FAQ section and you might assume everything is there. WRONG!
The easiest place to notice what Q&A’s you are missing is in your mail box. When a client or potential client emails you a question, be sure to take note.
Double check to see if your FAQ page addresses the question,
Make sure the answer give on the FAQ page is complete.
If these 2 things are done then it could be that your visitors did not find your FAQ page.
Now, you are figuring that the visitor is just a moron and decided to write you rather than look at your FAQ page? Before you start calling names you should check a few things out.
One great way to see how your page is working is to ask a friend or family member (someone that is not familiar with your site or product) to visit your page and give them a list of things to look for and read as if they were interested in becoming a customer.
I say give them a list because you will need to know if once they locate your FAQ’s do your answers make sense to a commoner. Ask another person that may not be familiar with online shopping to take a look, can they figure out what you sell and how to PAY you easily? Would they feel as comfortable buying from your web site as if they were shopping in their favorite store?
I have found that when a question arises, I like to make a document with the question and 2 versions of the answer.
Version 1 is for someone that you feel is just in need of a simple no instructions answer.
Version 2 is a complete walk through of the process or more in-depth product information.
All new questions that come into me are answered this way and then placed in a ‘my documents’ folder. This folder is labeled FAQ’s for business name. If you have several products like I do with the Wholefoods Farmacy you may need to have sub folders with details for each product.
Many times you do not want every single detailed answer on your FAQ page. Add the ones that seem most appropriate to your FAQ page as needed. Do not forget that any time there is a change in product, payment, ordering process…Update your FAQ page.
You are now set for saving time. Your Q&A page is fresh and easy to find!
If you do get more email questions, you have the answers pre written, just copy and paste from the document and hit send.
Ok, just for those of you that will say ‘but, you did not say that’ ? Before you hit send with your answer to the person please, address them by name on your return mail. You don’t want them to think you are just copy and pasting without noticing them as a real person.
Thanks for stopping by!
Sheryl Loch
5 comments
I reckon the biggest mistake that can be made is making a FAQ page and not keeping it updated as things are usually constantly changing. The other problem is the assumption that the FAQ contains everything a consumer could possible want to ask, ergo taking note of questions from emails as you noted above as being an integral part of keeping the FAQ's up to date. 
Hey Sire,I have been to many FAQ's and thought I knew what was going on just to find out what was listed was old news.
There is no way to have all the answers on an FAQ page - I know I get some really complicated, off the wall, or just plain strange ones. Yes, they do need answered, I just may not put the wackiest of them on a page. LOL!
Hope you are staying safe & away from any fires down there!
Good advice Sheryl, I'm pretty proud of my FAQ section for our ad tracking site. I like the blog format. It's funny, I never thought to update them until I read your post. Now I have a weekend project coming. Things like the elimination of our affiliate program or the price increase changes the answers. Thanks for the tip. I used the FAQ url for this comment if you want to see it. Hey Brian,That is why I am here - to keep you inline, online. ;)
I was gonna leave you a 'Honey Do' Post It Note but, your a bit far away.
It looks like you like you have used actual questions that your members have ask. Gives it that real feel.
If I think of anything else that you need to fix, I'll make a post and send you the link. LOL! I am tooo funny today.
Good thoughts, Sheryl. I've actually found myself leaving a website when I couldn't find a relatively simple question answered on their FAQ page. Sadly, I haven't even posted my own. Isn't that pathetic?! But I'll have to work on it. I like the idea of having a friend or family member provide questions on a "walk-through." Thanks!