The challenge of a lot of people asking questions, is that you then have a lot of answers. These questions are variations of the same theme but asked in slightly different ways, therefore the answers are multiplied – yet individually they’re not quite complete.
FAQ sections are one way to help give customers a quick and comprehensive answer. However these sections often, once developed, get added to and quickly become out of date. As a customer what you end up staring at is thousands of not so frequently asked questions.
At giffgaff we’re a little guilty of having a few too many questions in our Support /FAQ section, some of which are a little out of shape. So as part of Customer Service week - we’ve got a plan for some housekeeping and we're enlisting the help of our community.
We’re signing up our mobile savvy individuals in our community – who know much more than I about ‘USSD short codes’ and 'setting up an iPhone'.
Also, do we really have 500 “frequently asked” questions? No, not really. We'll be trimming the volume down and improving the searchability so members can find the information they need faster.
Also, we're all about integration - we'll be rolling out including bit.ly links on all the guides, making it easier to provide help to the character constrained twitter helpers.
Our final blog instalment will about our challenges separating out content from support.