Selfservice FAQ's.....hoe te formuleren?

The dream goes something like this: “Now that we offer our customers web self-service, they answer their own questions. The phones are quiet and the e-mail flow has dwindled to a trickle.” This self-service dream includes images of a 24/7, personalized, customer-enabling, transaction-completing, purchase-facilitating automated wonder.

At the very center of this dream are mighty and magical FAQs. These FAQs reflect the questions that customers do ask. And they answer the customers' questions, solve their problems, and enable them to take action -- without a follow-up e-mail or phone call.

An impossible dream? You'll probably never dream up all the questions your customers might ask, or write answers to respond to all situations. But well-written FAQs will at least let you sleep peacefully! These five tips will help you build web self-service on a solid foundation of FAQs.