In the transaction of product and services, customers always want to know sufficient information about the products to answer purchase objections, understand products and the exigencies of using products. The more you can answer their questions, the higher their satisfaction which improves the overall customer experience of a business.
One way to aid the information needs of customers about product and services is the use of FAQ (Frequently Asked Questions. This article covers that scope and unravel how Customer Relationship Management Group 2 under the Side hustle Bootcamp was able to prepare a FAQ for Air Peace by analyzing their customers' issues with the brand.
Let’s have a better understanding of FAQ first.
What is FAQ? A frequently asked questions list is often used in articles, websites, email lists, and online forums where common questions tend to recur, for example through posts or queries by new users related to common knowledge gaps.
The purpose of a FAQ is generally to provide information on frequent questions or concerns; however, the format is a useful means of organizing information, and text consisting of questions and their answers may thus be called a FAQ regardless of whether the questions are actually frequently asked.
Why is FAQ important for customer service? If your inbox is regularly full of the same questions and queries, it can become very time-consuming to reply to all customers with a response. Your FAQ section allows you to answer all your customers' regular queries at a go while making it easily accessible.
Having had a clear idea of FAQ, formulating an FAQ has to be based on a well detailed understanding on the products and services offered. The case study for Group 2 for preparing our FAQ was Air peace. Air Peace is a private Nigerian airline founded in 2013 with its head office in Ikeja, Lagos State, Nigeria. The founder is Allen Onyema who is the current Chief Executive Officer. Its fleet size is 31 and they operate in major cities in Nigeria and few international locations.
We carried out research to understand the services provided by Air peace and also to know the current customer pain-points. The research was carried by getting information from their websites, reviewing their social media channels and customer feedback websites. The insights gotten from analysis of the information served as a guide in the creation of an FAQ for the company. These FAQ features area where customers need guidance and was created looking at customers perspective and how certain situations affect them.
From this project we were able to learn in writing FAQ always put in customer view, keep answers brief and understandable, make FAQ page easily searchable and constantly update FAQ.
In conclusion, businesses and individuals involved in offering products and services should understand that customers will often have information needs that are necessary for them to gain comprehension and a reasonable tool for meeting such need is the creation of a FAQ.
Link to the FAQ drive.google.com/file/d/13euJD5MV_TSNbVnvXM..
To know more about Side Hustle Internship visit their website @ lms.terrahq.co