FAQs That Reduce Support Load
A well-built FAQ section answers the questions customers ask most, before they need to pick up the phone or open a ticket. Done properly it improves the customer experience and measurably reduces the support team's workload.
The secret is to base it on the real questions people ask, not the questions you wish they would ask or the ones that flatter your product.
Building a Useful FAQ
Your support inbox is the best source of material — it tells you exactly where people get stuck.
- Gather the questions support actually receives.
- Group them and write plain, honest answers.
- Order them by how often they come up.
- Link from the answer to fuller help where needed.
Keeping It Honest
Do not use FAQs to sneak in marketing claims dressed up as questions. Readers see through it instantly, and it wastes the trust an FAQ is meant to build. Keep the answers genuinely helpful and update them as your product and policies change.
Frequently Asked Questions
How many questions should an FAQ have?
As many as are genuinely common, and no more. A bloated FAQ is as unhelpful as none at all.
Where should the FAQ live?
Close to where the question arises — on the relevant product or checkout page, not only on a separate page.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.