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July 22nd, 2019

Teamwork Makes the Dream Work: Complimenting FAQs with Live Support

Teamwork Makes the Dream Work: Complimenting FAQs with Live Support

A strong FAQ page is an important part of optimizing your website for conversion. In fact, Neil Patel describes it as “one of the most valuable moments in a conversion funnel”. It can help to answer questions that would otherwise leave customers on the brink of purchasing, strengthen trust in your brand, reassure leads and even help SEO.

In the modern world, self-serve is becoming increasingly popular. However, a little assistance can be welcome too. Live support software can be a great compliment to FAQs. Providing help for those that prefer to be talked through things, those that need some clarity on the harder-to-understand stuff or just to be a sounding board for customers’ options.

Let’s take a closer look at the benefits of having a FAQ page:

 

SEO

A FAQ page could help to boost your SEO as it gives you another chance to include more keywords on your website to help with your Google ranking.

Save Your Business Time and Money

The clues in the name FAQ’s with this on. It stops your staff having to answer the same questions over and over again (frequently) and frees them up to be doing other things.

Helps to Build Trust

A strong FAQ page can help to build trust in your company, showing that you know what you are talking about.   And it can help to reassure leads you are the right choice.

Another Chance to Talk About Your USPs

FAQs give you another chance to show what is special about your product, and why people should buy it. Helping to move leads from interest to purchase.

Quick and Easy for the User

Again, if you structure them well, FAQs provide quick and simple answers to user’s questions, hopefully increasing the chances of them investing in you. They may head elsewhere if they can’t find the answers to their questions.

 

FAQ’s and Live Support

Live support can complement FAQs nicely because:

  • Some customers may prefer a more old-school customer service approach, preferring to speak to someone in person. Live support can be a great medium for this. Providing instant, personal support from an agent.
  • Some issues may be complicated to explain and easier to talk through.
  • Customers may like a sounding board to find out the best fit for them. You may have lots of different features or subscription levels for your product which could get confusing. Live support can provide an ear.

 

Be Clever, Work Together

FAQs can be a pretty powerful section of your website, among other things, they could be the final push a lead needs to take them from interest to purchase. Live support can be used to support them and provide a personal touch. A quality live support software such as Xeno can give help to make this process easy, with a self-powered CRM, all contact consolidated into one place and a conversational bot that can help customers out when agents are busy or not available.

Avatar Chloe
Written by
Chloe
Growth at Xeno—I wish there was a chatbox on every website to help my technologically challenged mother discover the wonders of the interweb.
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