Creating a FAQ for your clients or a knowledge bank for your staff is a great way to improve the level of customer service with a minimum of effort. Depending on what you’re trying to share you might find it’s best to use Text, Images, Audio, Video or a combination of all. However you’re going to do it, a certain amount of writing is necessary. To make sure you get it right, here are a few things to keep in mind:
Make it easy to find things.
Use short descriptive headings for each topic
- There’s no point having several instructions with the same name, because users will have to look at each of them to find what they want.
- If several have similar names, make sure that the point of difference is at the start of the name. For example if you’re writing instructions for using a shopping cart on your website. Use “Removing an item” rather than “Shopping Cart Instructions, how to remove an item”.
Put like with like
- Put every post on the same topic together. You might be able to do this with tags and categories, but don’t forget about it if you’re doing a manual list.
- Hierarchical structures work best for this sort of thing. Think of it like a shopping trip – if you want a carton of milk you first go to where the shops are, then you go to the supermarket, then you go to the dairy section. And wherever you go, you always know where you can find the milk. Make it easy for your customers to find their milk
Don’t Overcomplicate
Remember the KISS principle. Keep It Simple Stupid. Your customers just need to know how to do something, so clearly lay out the steps involved with no extra fluff
Don’t use acronyms or industry terms that your customers might not be familiar with. Write your instructions and FAQ using simple and straightforward terminology and never assume that the reader will have prior knowledge of any part of the process.
Consider the Format
Use the appropriate format for the task. Often, video or pictures will be the best way to show how to do something. Other times dot point step by step instructions are more appropriate.
Provide multiple formats as often as possible. For example, I won’t watch an entire how-to video. I usually go to the transcript and read the instructions from there. If the transcript is unreadable, I’ll look elsewhere. Others won’t bother reading instructions; they always want video or images. My point is: you should take the time to make sure the transcript on video is easily understandable, and if you’re creating text only instructions, consider whether graphics of some sort are in order, or even whether you should include an audio or video accompaniment.
Where to find the inspiration
Inspiration can come from anywhere. You’ve probably already got quite a few things you’re regularly asked about, so start with those.
Then, set up a process for capturing questions from clients, potential clients, friends, family and anyone else who asks you questions relating to your industry.
If you have a larger company you might want to look at offering incentives, or using gamification to involve your customer service staff in the creation of a knowledge bank. After all, they’re the ones who will be fielding the queries and coming up with the solutions. If you encourage staff to thoroughly document questions and responses, a knowledge bank will pretty much compose itself.
So theres a few tips on what to consider when you’re creating a FAQ or Knowledge bank that will allow you to provide a higher level of customer service with a minimum of effort. It might take a little effort to get the processes sorted initially, but it will more than make up for it in the long run.
