FAQ software helps teams scale, cut costs and deliver better customer (and employee) experiences - try it for free.
A guide to the best FAQ software
Last updated January 12, 2024
When customers have questions, they want fast answers. Having an FAQ page with relevant, up-to-date information can provide convenient support to internal and external customers while making your support team more efficient.
The best FAQ software can help you create an exceptional customer experience through self-service. Our guide breaks down the tools, key features, benefits and best practice, so you can have the information you need to pick the right FAQ software for your business.
Oh, and don’t forget to check out our FAQ section that answers FAQs about FAQs. Whew.
- What is FAQ software?
- The 13 best FAQ software and tools
- Comparison of the top 13 FAQ software
- Features of FAQ software
- Benefits of having an FAQ tool
- Best practice for creating an FAQ page
- How to create an FAQ database
- How to choose the right FAQ software
- Frequently asked questions
- Try FAQ software for free
What is FAQ software?
FAQ software is a program that enables you to create, edit, publish and distribute FAQ answers for self-service customer support. With the right software, you can share relevant FAQs across web pages - via chatbots and live chat - for proactive support when customers need you the most.
Because FAQ services asynchronously share knowledge with your customers, you can help them resolve their issues faster while saving your support agents valuable time.
The 13 best FAQ software and tools
- Zendesk
- Document360
- Wix Answers
- Slab
- HappyFox
- Zoho Desk
- SupportBee
- HelpScout
- Groove
- Helpjuice
- CloudTutorial
- KnowledgeOwl
- Stonly
1. Zendesk
Zendesk provides insight into the questions your customers are asking so you can make the most of your FAQ opportunities. Features like Content Blocks allow you to create brief pieces of useful information - like short paragraphs, images or videos - that are relevant to several topics. You can place this content within multiple relevant articles and when you update the content block, it automatically changes anywhere the block appears.
Content Cues use machine learning technology to keep your help centre articles relevant and up to date. Content Cues can help you by:
- Identifying gaps in your knowledge base and suggesting actions to fill those gaps
- Displaying trending topics for you to create new articles
- Flagging existing articles for you to review so you can update or archive them
Additionally, features like Team Publishing help your teams collaborate and manage content. They can set up collaboration workflows to review, approve and publish content. They can also stage content updates for published articles without affecting the live content.
When the software is implemented alongside the Zendesk AI-powered chatbot and ticketing system, you can reuse FAQ answers to quickly resolve customer issues. Customers browsing your website can look for what they need or engage with Zendesk bots for assisted self-service - without the involvement of a live support agent. If a support agent does need to step in, they can use the FAQs to find a swift solution.
Internal FAQ software isn’t just great for customers, it’s a powerful resource for your entire team. From new hires to experienced veterans, an internal knowledge base of FAQs minimises the time your employees spend finding information. Whether it’s a question about employee benefits or holiday schedules, our FAQ software helps employees get the answers to their questions so they can focus on their work.
Features:
- Smart knowledge base and help centre
- AI-powered bots
- Community forums
- Intelligent knowledge management
- Ability to create and link articles while servicing customers
- AI-powered Content Cues
- Team Publishing
- Content Blocks
- Robust search engine (unified, federated, semantic search)
- Customisation for different audiences, regions, or brands
- In-context self-service (web widget/mobile SDKs)
Pricing:
- Suite Team: $55 per agent/month
- Suite Growth: $89 per agent/month
- Suite Professional: $115 per agent/month
Free trial: 14 days
2. Document360
Document360 offers handy FAQ software for businesses of all sizes. The intuitive self-help portal allows you to build your FAQ page right away. It also allows you to create simple or detailed FAQs that you can make public or private. Private FAQs require a username and password to view them.
The predictive search functionality displays relevant results and the optimised page structure makes it easy to navigate. An additional feature lets you add frequently asked questions to your website or mobile app, so customers can conveniently access your FAQs on your page.
Features:
- Smart search
- Text editor
- Clear displays and navigation
- Customisation and branding
- Feedback and analytics
- Multilingual support
- Mobile responsive platform
Pricing:
- Standard: $199 per project/month (3 team accounts)
- Professional: $399 per project/month (5 team accounts)
- Business: $529 per project/month (5 team accounts)
- Enterprise: $799 per project/month (10 team accounts)
Free trial: 14 days
3. Wix Answers
You may be familiar with Wix for its famously easy-to-use website builder, but the company also provides FAQ software through its Wix Answers product and Wix FAQ app. If you’re using Wix’s website builder already, you can download the Wix FAQ app for no additional charge to add FAQs to your site.
But if you’re looking for more robust FAQ software, Wix Answers is the way to go. With Wix Answers’ knowledge management solution, you can create FAQ pages that include step-by-step guides, chatbot integrations, analytics and more.
Features:
- Category management
- Multilingual support
- Customisable with CSS and JavaScript
- Rich content editor
- Labels
- Translation workflow
- Privacy settings
- Add and publish articles
Pricing:
- Business VIP: $59 per month
- Business Unlimited: $32 per month
- Business Basic: $27 per month
Free trial: 14 days
4. Slab
A key part of creating a great FAQ page is sharing the knowledge, support tools and data across multiple teams. That’s where Slab comes in - the FAQ solution unifies your team’s tools to manage information and create a single source of truth.
Among many other features, you can use Slab’s intuitive interface to create, edit and publish a knowledge base full of FAQs and comprehensive how-tos for your customers. You can use it to make your team more effective by creating and defining processes and workflows. Plus, you can try Slab’s free FAQ software to see if it’s a good fit.
Features:
- Templates
- In-content feedback
- Comments
- Versioning and version history
- Page analytics
- Permissions
- Knowledge sharing
- Notifications
Pricing:
- Startup: $8 per user/month
- Business: $15 per user/month
- Enterprise: Contact sales
Free plan: Available (up to 10 users)
Free trial: 30 days
5. HappyFox
HappyFox’s FAQ software offers intelligent case deflection, which directs customers to your FAQs when they try to submit support requests for issues that an FAQ page can resolve. It also automatically curates your most popular FAQs.
Unfortunately, HappyFox’s FAQ software is contained within each of its four help desk software plans, so there isn’t an a la carte option. But if you’re looking for additional features beyond FAQs - like pre-composed chatbot replies, custom analytics dashboards and multilingual support - HappyFox is worth a look.
Features:
- Omnichannel ticket creation
- Secure hosting
- Migration assistance
- Self-service knowledge base
- Canned actions
- SLA management
- Dashboard
- Client portal
Pricing:
- Mighty: $39 per agent/month
- Fantastic: $59 per agent/month
- Enterprise: $79 per agent/month
- Enterprise Plus: $99 per agent/month
Free trial: 14 days
6. Zoho Desk
Zoho Desk’s FAQ software allows you to set up multiple branded self-service portals for access to the knowledge base. The knowledge management system features an article repository with sections including FAQs, how-to articles and assistance with known issues. Zoho Desk also has community forums that allow customers to share tips, ideas and solutions.
The FAQ software features built-in reporting that provides analysis of customer trends, behaviors and engagement so you know what they’re searching for. Additionally, the auto-suggest feature helps support agents find relevant articles related to an issue and enables them to insert the article into the ticket.
Features:
- Product-based ticketing
- Predefined SLAs
- Reports and dashboards
- Customer happiness ratings
- Social and community channels
- Mobile apps
- Workflow and assignment rules
Pricing:
- Standard: $20 per user/month
- Professional: $35 per user/month
- Enterprise: $50 per user/month
Free trial: 15 days
7. SupportBee
SupportBee’s FAQ site helps you build a branded experience for your customers. The software offers simple design customisations that allow you to tailor the portal with brand colours and logos. It also lets you use a customised domain for the portal, specifically to fit the customer.
With this FAQ software, you can embed your knowledge base in your mobile app or website. But fully integrating SupportBee into your workflow may take some additional implementation through the API, as SupportBee has only a few native integrations relative to other FAQ software options.
Features:
- Knowledge base snippets
- Multiple knowledge base support
- Full-text search
- Rich text editor
- PDF, image and video file support
- Embeddable help articles
- Design and branding customisation
Pricing:
- Startup: $15 per user/month
- Enterprise: $20 per user/month
Free trial: 14 days
8. Help Scout
Help Scout is a knowledge base designed for self-service. Using HelpScout, you can quickly create, update and publish FAQ pages with text, tables, videos, images and intuitive search engine optimisation features. With Beacon, Help Scout’s knowledge base and chat widget, visitors can search for FAQs from anywhere on your website rather than a single page.
As a full-featured knowledge base software solution, Help Scout goes beyond FAQs. You can use it to build and host an optimised help centre, track what your customers are searching for and publish internal resources that are only visible to your team.
Features:
- Workflow automation
- API
- Over 50 integrations
- Reporting and analytics
- Messaging
- Live chat
- 3 mailboxes
- Contact forms
Pricing:
- Standard: $25 per user/month
- Plus: $50 per user/month
- Pro: $65 per user/month
Free trial: 15 days
9. Groove
Groove provides well-designed FAQ software that can help streamline FAQ creation, publication and distribution to support agents and customers. If you use Groove’s ticketing system, the FAQ tool allows agents to pull answers straight from the knowledge base while live chatting or emailing with a customer.
Groove’s FAQ software has a variety of customisation options to create a branded experience. You can upload logos and match your brand colours as well as customise the look of your text with Google Fonts.
Features:
- 25 mailboxes
- Live chat
- Reporting and analytics
- Assignments
- Rules
- Customisable knowledge base
- 40+ integrations
Pricing:
- Starter: £25 per user/month
- Plus: $50 per user/month
- Pro: $80 per user/month
Free trial: 30 days
10. Helpjuice
Helpjuice’s customisable FAQ tool is simple to use and designed to help your business scale. Its native editor and publishing interface make it easy to collaborate on FAQs, structure your pages, publish multiple versions of FAQs and control permissions. It has powerful analytics, so you can make your FAQs more relevant over time, too.
Helpjuice features a WYSIWYG editor, so you can start building your FAQ page immediately. It has many integration options that can level up your tool to fit your business needs. It also has reporting tools that can help you find opportunities to improve your knowledge base and boost team productivity.
Features
- Content analytics
- API
- Branding customisation
- Knowledge base editor
- Integrations
- Multilingual support
- Full-text search
- In-app widget
Pricing:
- Starter: $120 per month (up to 4 users)
- Run-Up: $200 per month (up to 16 users)
- Premium Limited: $289 per month (up to 60 users)
- Premium Unlimited: $499 per month (unlimited users)
Free trial: 14 days
11. CloudTutorial
As a standalone knowledge base, CloudTutorial’s FAQ software helps your customers get the answers they’re looking for. It offers a clean interface, search, analytics, customisation and out-of-the-box SEO. Plus, its robust search engine provides relevant results instantly, so your customers can get their questions answered fast.
CloudTutorial works as well for mobile apps as it does for websites, and it’s available in three different plans - all with largely the same features. Plus, you can use CloudTutorial’s question-and-answer software for internal and external FAQ pages.
Features
- Custom domain
- Internal and external knowledge base
- Custom redirects
- Customisable HTML/CSS
- Category and subcategory organisation
- Reporting
Pricing:
- Starter: $24 per project/month (2 Team accounts)
- Growth: $59 per project/month (5 Team accounts)
- Enterprise: $119 per project/month (15 Team accounts)
Free trial: 14 days
12. KnowledgeOwl
KnowledgeOwl’s FAQ software is easy to install, so you can start building your FAQ page right away. It has code and no-code functionality, allowing you to edit the HTML of your FAQ page or use the WYSIWYG editor. You can customise your page with different themes and layouts. The software also features an intuitive structure, so you can create a site that is simple for customers to navigate.
KnowledgeOwl features a help widget that recommends personalised help centre articles based on the customer’s location. KnowledgeOwl allows you to create private FAQs, requiring you to log in to view and access the information. Reporting features and customer feedback enable you to understand the effectiveness of your FAQ page and articles.
Features
- Rich text editor
- Configurable workflow
- Content library
- Email alerts
- Content management
- Customisable branding
- File management and recovery
- SEO management
- Full-text search
Pricing:
- Flex: $79 per author/month
- Business: $299 per author/month
- Enterprise: $999 per author/month
Free trial: 30 days
13. Stonly
Stonly offers an interactive platform featuring modern FAQ pages and other customer self-service resources. The drag-and-drop editor allows businesses to create FAQ pages without learning code or investing in a dev team. You can also customise your FAQs to reflect your brand image.
Stonly’s advanced analytics feature lets you track your FAQ page performance and measure its effectiveness. From the Stonly dashboard, you can update the content of your FAQs quickly to keep content fresh and maintain accuracy. You can also add images and videos to your content to boost customer engagement.
Features
- Interactive guides
- Integrated search bar
- Customisable widget
- Reporting and analytics
- No-code functionality
- Multilingual support
- Compatibility with different devices
Pricing:
- Small Business: $249 per month (up to 5 team members)
- Enterprise: Contact Stonly
Free trial: 14 days
Comparison of the top 13 FAQ software
How do the top FAQ tools stack up against each other? Our convenient comparison chart lists a few important features of FAQ software at a glance.
| FAQ Software | Starting price | Free trial | Key features |
|---|---|---|---|
| Zendesk | $49 per agent/month | 14 days |
|
| Document360 | $199 per project/month | 14 days |
|
| Wix Answers | $59 per month | 14 days |
|
| Slab | $8 per user/month | 30 days |
|
| HappyFox | $39 per agent/month | 14 days |
|
| Zoho Desk | $20 per user/month | 15 days |
|
| SupportBee | $15 per user/month | 14 days |
|
| Help Scout | $25 per user/month | 15 days |
|
| Groove | $25 per user/month | 30 days |
|
| Helpjuice | $120 per month (up to 4 users) | 14 days |
|
| CloudTutorial | $24 per project/month | 14 days |
|
| KnowledgeOwl | $79 per author/month | 30 days |
|
| Stonly | $249 per month (up to 5 team members) | 14 days |
|
Features of FAQ software
The right FAQ software features can help you deliver the best self-service support at scale. Here are a few features to consider when picking the right tool for your business.
AI-powered bots provide quick responses to customers, offering resources to help them find answers to frequently asked questions. When customers ask a question in the chat window, the FAQ bot can suggest a help centre article. This can deflect potential tickets, freeing up agents to handle more complex issues. If the customer finds they still need help, the bot can seamlessly pass the customer over to a human agent, along with the context needed for live support.
AI-powered FAQ bots can automatically translate the conversation into the customer’s native language to create a personalised interaction. AI chatbots can also provide around-the-clock support across channels, meeting the customer whenever and wherever they are.
It’s crucial to establish a seamless workflow to create, update and manage content that feeds your self-service resources. Features like Zendesk Content Blocks allow you to add content and media across articles and update the information automatically in one centralised location.
Content Cues is another tool that uses AI to keep your help centre articles organised. It helps you find gaps in your knowledge base and flags articles that need updates and improvements. Team publishing makes it easy to revamp outdated articles - with just a few clicks, you can tag or assign tasks to team members within the help centre.
The right FAQ software should include a robust search engine so customers can find what they need immediately. Optimising the content on your FAQ page can help your customers find what they’re looking for on your website. SEO-optimised FAQ content can also direct them to your FAQ page if they use Google to search for answers about your product.
According to the Zendesk Customer Experience Trends Report 2023, customers become angry when they can’t complete a simple task on their own. This goes for finding information as well. Building a help centre tailored for different audiences, regions or brands can ensure customers find targeted resources that help them get fast answers.
Reporting and analytics can help you understand the effectiveness of your articles, see which information customers view the most (and the least), and find areas where you need to improve. You can also use this data to identify content gaps in your knowledge base and flesh out your help centre.
With reporting and analytics, you’ll have the metrics and actionable insights to continuously improve your FAQs, enhancing the overall customer experience and reducing customer churn.
Benefits of having an FAQ tool
The right FAQ software can help your business in several ways. Here are a few of the benefits that come with using FAQ tools.
By answering simple questions without involving an agent, FAQ pages can lower ticket volume in the queue. This allows your agents to focus on more complex issues and high-value tasks. When common queries do get through, even newer agents can resolve them because they can use the FAQ pages as a resource.
FAQ software allows your business to offer customer self-service options while being cost-effective. When customers can resolve their own issues, this reduces the number of tickets in the queue. The more issues you can solve without involving an agent, the more efficient your operation can be.
In our Customer Experience Trends Report, 29% of agents said a lack of basic information online is a self-service gap that frustrates customers. Self-service options like FAQ pages provide convenient information and reduce the time it takes for customers and agents to resolve issues.
Agents can reference FAQs to quickly answer a question or offer additional resources, while customers can use an FAQ page to find answers around the clock. As a result, FAQ software can help you lower resolution times and boost CSAT scores.
Sometimes a simple, unanswered question is the difference between a sale and an abandoned shopping cart. FAQ pages allow you to proactively ensure customers get the last piece of information they need to make the purchase.
Conduct research and identify questions that other customers ask that lead to conversion. This will enable you to create an FAQ page with relevant information to help customers and your bottom line.
Best practice for creating an FAQ page
Building an FAQ page requires more than listing a few common questions and answers. Here is some best practice to follow to create an effective FAQ page that benefits your customers, your employees and your business.
Research customer FAQs
When you’re creating an FAQ page, it’s essential to identify trends surrounding the questions your customers ask and to take advantage of that valuable information. To find these patterns, research and analyse your existing customer interactions.
Reviewing support tickets and speaking with customer service agents are great ways to discover a wealth of frequently asked questions. Google Search Console is a research goldmine that allows you to see terms and keywords that prospects use to search for your products or services. Your marketing team should already be compiling and analysing this data, so you can tap into their research to supplement yours.
Make your FAQ page easy to navigate
Even if your questions and answers are on point, they’ll get lost in the shuffle if they’re not easy to find. Don’t make your prospects and customers scroll through dozens of questions to find the one they’re looking for. Instead, use navigation elements - like a table of contents - with clear labels to guide the customer to the answer they seek. You can also divide your FAQs into separate pages organised by topic to create targeted, product-specific pages.
Answer FAQs clearly and concisely
There isn’t a universal recipe for creating a successful FAQ page. However, no one wants to read a novel to find the answer to their question. Write scannable content, avoid long blocks of text and use clear language. Each FAQ should be easy to read and written in a conversational tone.
Avoid using technical terms or industry jargon that can create a clunky reading experience. If you must include internal terms, define them to improve the experience for your customers.
Don’t prioritise conciseness at the expense of a comprehensive answer. If you can’t completely answer a question with a few paragraphs, consider directing readers to an external resource such as a blog post, demo or even a live consultation.
Optimise the page for SEO
Google can be the best friend of your FAQ pages and help centres - when they’re executed correctly. Optimise your FAQ page for SEO so if a customer runs a Google search about your product or service, your website will be at the top of the search results page.
Here are a few tips to help you optimise your FAQ page so your customers can find the information faster and easier.
- Do keyword research to identify the words, terms and phrases your customers use to search. Keyword research also helps you find any content gaps.
- Organise your page into main topics and subtopics so it’s easy for Google to crawl.
- Make your content scannable by using bulleted lists, short paragraphs and bolded words.
- Connect related articles with internal links.
Continuously update your FAQs
As your company scales and evolves, so will your customers’ questions. Avoid the mistake of setting and forgetting your FAQs. Make it a priority to revisit your FAQs each quarter to see if you need to add, update or remove anything.
Even a single update can take a significant amount of manual work off your agents’ plates by giving customers the resources they need to serve themselves. Helpful features like Content Cues and Team Publishing make it easier for your team to stay on top of updates.
How to create an FAQ database
Now that you know the best practice for creating an FAQ page, you can make your own. Follow these six steps to build an FAQ database that enriches the customer experience.
Steps to creating an FAQ database:
- Research: Identify and compile your customers’ most frequently asked questions.
- Write: Assign SMEs to draft clear and concise answers to your FAQs.
- Organise: Structure your page for easy navigation.
- Design: Customise your FAQ page to align with your brand’s style, voice and tone.
- Publish: Go live with your FAQ database on your website.
- Manage: Continuously update, refresh and improve your FAQs.
How to choose the right FAQ software
The right FAQ software for your business is the one that makes it simple to create, edit, update, publish and distribute FAQs. Here are a few things to consider when making your choice:
- Advanced reporting and analytics to provide insights and key metrics about your FAQ page performance.
- An easy-to-use interface that creates a great customer and employee experience.
- Robust integration options with the channels (ie live chat, website, mobile app) where you want to distribute your FAQs.
- Flexibility and customisation options that match your branding needs.
- Collaboration tools for FAQ creators.
- Intuitive search and categorisation features for your FAQs.
Many of the considerations in choosing the right FAQ software are subjective. Take advantage of free trials and test out the FAQ tools you’re considering so you can pick the best fit for your business.
Frequently asked questions
Deciding and prioritising which questions to add to your FAQ page comes down to a few simple considerations:
- Can this question be fully answered on the FAQ page?
- How frequently is this question asked?
- Is it okay for the answer to be public?
- How much time will this FAQ save support agents?
If you can fully answer the question, it’s a frequently asked question and the information is not private, it’s a good candidate for an FAQ page. If that leaves too many FAQs, you can prioritise which questions to include by ranking each FAQ by how much time it will save your support agents.
While your actual FAQ page may be quite long, the list of components needed for an FAQ template is short. The main elements include:
- Questions and answers: An FAQ page can’t be an FAQ page without common questions and answers.
- Intuitive navigation structure: A simple list might be the only navigation you need for a brief FAQ covering a single topic. But an FAQ template for a longer page with multiple topics may require drop-down navigation, anchor links or a table of contents.
- Topics: Grouping FAQs by topic goes hand-in-hand with creating the page’s navigation structure. Without clearly defined topics, it’ll be difficult to make smart choices about navigation design.
- Front end design: Any content you create, including FAQs, reflects your brand. Include typography, colours and other branding elements in an FAQ template.
Ideal places to put your FAQ section include your product and checkout pages, as that’s where customers tend to have pre-purchase questions.
Many FAQ software options provide an ever-present web and mobile app widget, which ensures your FAQ section can be everywhere you want it to be. In that case, you don’t have to worry about where you place your FAQ section because your customers can access it anywhere.
With an open-source FAQ system, the source code is publicly available for anyone to copy, modify and redistribute. Conversely, closed-source FAQ software relies on proprietary source code.
While open-source FAQ software may have all the features of proprietary FAQ software, the cost of implementing those features varies widely. Depending on the nature of the software’s underlying code, you may need specialised developers to implement it. At Zendesk, we offer open-source FAQ software, meaning third-party developers can build new integrations on our platform once you sign up to use it.
If you’re considering open-source FAQ software, look for features such as full-text search, analytics and an intuitive interface. And make sure you can allocate the necessary resources to fully implement the software.
To find the best frequently asked questions to include in your knowledge base and/or on your website, start with your ticketing system. If you don’t have a ticketing system, go where your customers go when they have questions about your products or services. In most cases, a few questions will consistently show up more than others. These are your FAQs.
Beyond that, if you have FAQ software with analytics, you can mine those analytics for hints about what customers are searching for and where they’re getting hung up. With those insights, you’ll find several frequently asked questions.
FAQ page analysis is all about diving deeper into the questions your customers ask most often. Through this analysis, you’ll gain insight into how your customers describe your product or service, how they ask questions about it and where they consistently run into trouble. With that information, you can modify your website to improve its ability to communicate what your product or service does and doesn’t offer.
You can use your FAQ page analysis to answer more of your prospects’ and customers’ questions, avoid confusion and instill more confidence throughout the buying process.
Frequently asked questions
The general areas of an FAQ page are highly dependent on the industry and the nature of a company’s business. For example, an online retailer will generally include FAQs on return policies, shipping, payment methods, and/or reward programs. Alternatively, a software vendor might include FAQs on their free trial periods, licensing policies, security, data retention, and more.
You should put your FAQ section where your customers most need it. As you might expect, this varies based on context. However, generally speaking, product and checkout pages—where customers might have pre-purchase questions—are often an ideal spot for FAQ sections.
That said, many FAQ software options provide an ever-present web and mobile app widget, which ensures your FAQ section can be everywhere. In that case, you don’t have to worry about where your FAQ section is placed because your customers can access it anywhere.
Open source FAQ software functions in the same way the closed-source FAQ software does. The critical difference lies in your ability to copy, modify, and otherwise manipulate the source code underlying your FAQ software. With open source FAQ software, the source code is publicly available for anyone to copy, modify, and redistribute. Conversely, closed-source FAQ software relies on proprietary source code. Zendesk offers open source FAQ software which means third party developers can build new integrations on our platform once you have signed up to use the platform.
While open source FAQ software may have all the features of proprietary FAQ software, the cost of implementing those features varies widely. Depending on the nature of the software’s underlying code, you may need specialized developers to implement it for you.
So if you’re considering open source FAQ software, in addition to looking for features such as full-text search, analytics, and an intuitive interface, make sure you can allocate the necessary resources to fully implement the software.
To find the best frequently asked questions to include in your knowledge base and/or on your website, start with your ticketing system. If you don’t have a ticketing system, go to the place your customers go when they have questions about your products or services. In most cases, there will be a few questions that consistently show up more than others. These are your FAQs.
Beyond that, if you have FAQ software with analytics, you can mine those analytics for hints about what customers are searching for and where they’re getting hung up. With those insights, you’ll find several fruitful frequently asked questions.
Deciding and prioritizing which questions to add to your FAQ comes down to a few simple considerations:
- Can this question be fully answered on the FAQ page?
- How frequently is this question asked?
- Is it okay for the answer to this FAQ to be public?
- How much time will having this FAQ published save support reps?
If the question can be fully answered, it's a frequently asked question, and the information is not private, it’s a good candidate for an FAQ. If that leaves too many FAQs, you can prioritize which questions to include by ranking each FAQ by how much time it will save your support reps.
FAQ page analysis is all about diving deeper into the questions your customers most frequently ask. Through this analysis, you’ll gain insight into how your customers describe your product or service, how they ask questions about it, and where they consistently run into trouble. With that insight, you can modify your website to improve its ability to clearly communicate what your product or service does and doesn’t offer.
In this way, you can use your FAQ page analysis to answer more of your prospects’ and customers’ questions, avoid confusion, and instill more confidence throughout the buying process.
Give FAQ software a whirl
Zendesk is an intuitive yet powerful FAQ tool that helps you organise and distribute your most frequently asked questions. With Zendesk, you can easily create and update an FAQ page to your specific needs and then distribute it wherever your customers and agents need it. Give it a try today.
Related FAQ software guides
Knowledge is power. Be a self-service superhero by providing your customers with an FAQ section through a company knowledge base. Read on to learn how.
Knowledge base softwareHelp centre softwareCustomer self-service portalsCustomer portal softwareFree knowledge base softwareKnowledge management softwarePartner portal softwareClient portal softwareInternal knowledge baseKnowledge management system
Check out a free Zendesk demo
Start free trial
