How to design a useful FAQs page?

11 Apr 2008 - 4:05am
6 years ago
5 replies
788 reads
Jose E.
2008

Hi All,

We are in the process of redesign/redo/relaunch our main website
grin.com, and I'll want to have something useful for our FAQ pages to
decrease our support phone calls. I guess if you have a great FAQ
pages the customers don't call you too much.

Can you point to a really well designed and useful FAQ pages or some
related article?

Thanks in advance
Take good care

Jose E.

Comments

11 Apr 2008 - 10:40am
Petteri Hiisilä
2004

tank6b kirjoitti 11.4.2008 kello 12:05:
> Hi All,
>
> We are in the process of redesign/redo/relaunch our main website
> grin.com, and I'll want to have something useful for our FAQ pages to
> decrease our support phone calls. I guess if you have a great FAQ
> pages the customers don't call you too much.

Hi Jose,

After you've come up with the final FAQ, it's a good idea to re-
evaluate your web pages against it. If people ask something
frequently, put a vector to the knowledge right in the front page.
There's often no need to state the question, just provide a link to
the page that contains the answer.

This doesn't replace the FAQ, but it adds another layer of good
service to the visitors.

The first 80 percent of customer calls can be eliminated if you know
what your customers want to know. The next 80 percent can be
eliminated with the FAQ. The next 80 percent can be reduced if you
repeat the most frequent answers just next to the phone number.

Ideally, you don't need the FAQ page(s). But in reality you of course
do, because many people expect you to have them.

Good luck!

- Petteri

--
Petteri Hiisilä
palvelumuotoilija /
Senior Interaction Designer
iXDesign / +358505050123 /
petteri.hiisila at ixdesign.fi

"Simple is better than complex.
Complex is better than complicated."
- Tim Peters

11 Apr 2008 - 10:57am
jabbett
2008

> The first 80 percent of customer calls can be eliminated if you know
> what your customers want to know. The next 80 percent can be
> eliminated with the FAQ. The next 80 percent can be reduced if you
> repeat the most frequent answers just next to the phone number.

You're bound to see results with a 240% improvement ;)

11 Apr 2008 - 1:01pm
Dante Murphy
2006

A couple years ago we were looking for an interactive help desk
solution, and a company called Inquira had an absolutely awesome product
for that and FAQs. Unfortunately, my company choose the cheap option
instead of the good one. But check out their products, and copy as
closely as you can (or just use theirs).

http://www.inquira.com/

Dante Murphy | Director of User Experience| D I G I T A S H E A L T H
229 South 18th Street | Rittenhouse Square | Philadelphia, PA 19103 |
USA
Email: dmurphy at digitashealth.com
www.digitashealth.com
-----Original Message-----

Can you point to a really well designed and useful FAQ pages or some
related article?

12 Apr 2008 - 11:26am
Caroline Jarrett
2007

>From Jose E.

: Can you point to a really well designed and useful FAQ pages or some
: related article?

I wrote an article about how to design good FAQs at:
http://www.usabilitynews.com/news/article3724.asp

best,

Caroline Jarrett
caroline.jarrett at effortmark.co.uk
01525 370379

Effortmark Ltd
Usability - Forms - Content

14 Apr 2008 - 7:09am
Jose E.
2008

Caroline,

Your article gives interesting insides on the how to write the
questions inside a FAQs page, user feedback etc, was very helpful.

Now just left some goods samples regarding the layout.

take care

Jose E.

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=27994

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