How often do your customers ask questions that are already “answered” on your website?

Most FAQ pages are built around what companies want to tell their customers, not what customers actually want to know. It’s like having a conversation where you’re answering questions nobody asked.

Quick tip: Talk to your customer service team. They hear the real questions every day. Look at your last month’s support tickets and spot the patterns. What are people actually asking? Then reshape your FAQ using their exact words.

Because here’s the truth: The best FAQ isn’t the one that looks the best – it’s the one that prevents the next support ticket from being opened.

– Amy