Customers prefer to find out the answers to questions themselves before they call or send an email. You can be proactive here by providing them with a frequently asked questions (FAQ) section on your website.
The more detailed and direct answers, the better. The more answers, the better. You can take advantage of cross-team collaboration here, too. Get everyone in your business involved in some way in writing the FAQs.
A good FAQ section is essential to the customer service experience and takes your customer service from being reactive to proactive. For a small business, this eases the load on staff responding to questions and helps you to focus on delivery.
This form of customer service puts the task of finding out about a service in the hands of the customer – so it must be easy to use and provide useful information. If not, customers might get frustrated with your service.
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