Category: Customer Support
Last updated on Jun 8, 2022
Today’s customers are net crawlers, and they need to find answers to their queries immediately. They don’t want to wait around for someone from your company to answer the phone or reply to an email – they want a well-rounded, extensive FAQ page to answer their burning question about your product or services.
FAQs are a tried and tested way to greatly expand the capabilities of your customer service department, as they allow your customers to self-serve their own queries, enabling your agents to deal with more pressing matters.
FAQ software, also known as knowledge base software, is an application that allows you to write, edit and publish self-service content for your customers. Depending on the software you choose, you may have the ability to serve content in multiple categories and have customers search for content using a search bar.
FAQ software may also come with the capabilities for connecting customers with content through live chat or a chatbot, expanding the ways that customers can benefit from self-service.
Creating FAQ pages are a vital component of your customer service strategy. Without FAQs, your customers are left in the dark or forced to contact a human to get an answer to a simple question.
When customers are getting started with your products and services, they often have common questions that can be answered by appropriate content. You’ll improve the user journey by having FAQs available every step of the way that provide answers to your customers’ questions. This makes customers less likely to churn or defect to your competitors, because they don’t have to look far for helpful and engaging content.
The more customers who can self-serve using your FAQ pages, the fewer tickets are sent to your customer support team. Instead of fielding basic queries all day long, your support agents are free to focus on the more complex problems and also undertake strategic work.
Since you are reducing ticket volumes by encouraging customers to self-serve, this approach saves you money on customer service because you will have fewer customers to deal with. You are able to accomplish more with less and need fewer agents available while your sales continue to increase.
Today’s customers are looking for instant answers to their questions. Your FAQ pages are always available with answers available in a few clicks. It takes much less time to use your FAQ pages than wait for a response from the customer support team, and customers will appreciate the investment in their experience.
When they have quick answers to their queries available, customer satisfaction is bound to rise. Self-service capabilities mean you’re providing what your customers expect, which is the ability to solve problems themselves.
Visitors who would otherwise browse your website and leave will be attracted by your comprehensive FAQs. Answering all your visitors’ questions means you can convert casual visitors into paying customers, all without lifting a finger.
The template for your FAQs is simple but there are a few features that you need to consider for your frequently asked question template.
There are a number of features you should look out for when thinking about investing in your FAQ software.
Here is a list of top FAQ software that will ensure good FAQ pages for your business. This detailed FAQ software review covers 13 tools and all the info you need: pros and cons, pricing, features, integrations, and screenshots to help you choose something that fits your needs.
Document360 is robust FAQs software for your business. It’s easy to get started with Document360’s intuitive portal and you can move on to creating FAQ online content right away. Your FAQs can be as simple or complex as you like, as Document360 supports tree navigation and full predictive search that searches article content as well as article titles.
It comes with an advanced portal for content producers with the ability to create content in Markdown. There is a state of the art editor, category manager, and analytics. Document360 integrates with lots of third party apps including Drift, Intercom and Freshchat, among many.
Make your FAQs public or private with the ability to require a login to view articles. The Knowledge Base Assistant allows you to seamlessly add FAQs to your SaaS application or website, so your customers can access FAQs in context without leaving your site.
Document360 costs $99 per project per month for its Startup plan.
An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!Get Started
HappyFox is FAQ software for your business. It’s simple to use and beautiful to execute – customers can easily find their answers with HappyFox FAQs. Even better, the FAQs are social media-ready and responsive for mobile, so customers can access them on any device.
You have the option to host a public self-service FAQs or an internal site just for help desk agents. You can create articles and sections, and easily embed images and videos into your content. The knowledge base CMS is easy to use for customers and staff.
When customers type in the search bar to look for articles in the FAQs, HappyFox automatically generates suggestions of related FAQ articles that could be useful for customers. It also comes with the ability for customers to proactively provide feedback on articles, submitting a form that tells you whether the article was helpful or not and why.
It’s possible in HappyFox to embed your FAQs in your website or application as a widget – the widget contains a link to your FAQs and allows your customers to self-serve without leaving the app.
HappyFox costs $29 per agent per month for its Mighty plan.
Slab is FAQ software for the non-technically savvy, so anyone can easily create FAQs with Slab that look good by default. The Slab interface is beautifully designed so that all FAQs offer a fabulous user experience with no effort required on the part of the creator.
The software is easy to set up and use so you can get started right away. Slab integrates with software like Slack, GitHub, Asana and Trello, and you can embed content from some of your favorite apps.
Unified search means you can pull in content from your Slab FAQs as well as all your other integrated tools. It’s simple to switch from other tools such as Guru, Google Docs, or Confluence.
Slab costs $6.67 per user per month for its Startup plan.
Helpjuice is a fully-fledged FAQ solution for business. It comes with many useful features that enable you to provide a self-service option for your customers. Despite these features, you can easily have an FAQ center set up in five minutes.
The software offers a Google-like search that enables your customers to find relevant content in seconds, which the team is constantly improving. It’s easy to customize your FAQs with dozens of custom-made themes, and the Helpjuice team is also on hand to help you customize your site.
Helpjuice FAQ pages are optimized for search engines, and your site will rank well in Google. Analytics in Helpjuice tells you what customers are searching for, who those people are, what you should be writing in your FAQs, what articles need improving, and more.
You can support your global base of customers using Helpjuice with the multilingual support – Helpjuice offers support for every single language and it’s easy to switch between languages from the authoring panel.
Helpjuice costs $199 per month for their Lite plan.
KnowledgeOwl is feature-rich FAQ software for you and your team. It’s easy to get set up and get started creating helpful self-service content for your customers. KnowledgeOwl comes with a simple WYSIWYG editor that also allows you to edit the HTML code. You can take advantage of themes, categories and layouts to create a site that makes it easy for customers to browse.
You can make your FAQs secure and prevent unauthorized access with KnowledgeOwl’s advanced user and reader management. You can gather customer feedback with comments and ratings to find out how useful your articles are.
You can use the software to create a glossary of terms that define particular words that you are using in your FAQs. You can choose from one of six publishing statuses for your articles that allow you to control visibility and workflow.
KnowledgeOwl costs $79 per month for their Flex plan.
Stonly is an interactive walkthrough software that guides your customers to the answers that they’re seeking. Stonly offers the ability to create engaging guides that are customized with relevant media in a step-by-step format. It can automatically display contextually relevant articles that render a seamless onboarding experience for your customers.
It’s simple to customize and style your guides using the UI, or add custom CSS to help match your brand. Creating your guides doesn’t require a developer or a designer, making them really fast to set up and launch. You can embed your guides anywhere on your website or in your current help center articles.
You can use customer data to segment and target users with guides and use guides to collect attributes that sync with your CRM. The platform provides integrations with Zendesk, Freshdesk and Front to log user data for a better support experience. You can use Stonly to create custom contact forms to collect user data, as well as NPS and other customer surveys.
Stonly costs $49 per month for their Starter plan.
Support Hero is FAQs software of which the main advantage is embedding your help widget anywhere within your website or application. The widget provides access to articles and videos from anywhere on your site and is context-sensitive.
Support Hero’s advanced reporting allows you to see what your users are searching for and what they need help with. Insights into your customers’ needs will enable you to create the best support content that matches their most common requests.
Connect Support Hero with your favorite helpdesk including Salesforce’s Desk, Freshdesk, and Uservoice. The Smart Contact Form encourages your customers to search the FAQs before contacting support, ensuring that “avoidable” support requests are a thing of the past.
Support Hero costs $49 per month for the Small plan.
Zendesk Guide is powerful FAQs software that comes as part of the Zendesk suite of software. Guide enables you to provide customers with a complete self-service support option and empower your agents to help more customers more quickly. You can create a branded customer-facing support site, an FAQs center for self-service support content, a community for customer collaboration and a customer portal to submit tickets.
Articles are divided into categories and sections, allowing you to easily organize your content in a way that enables customers to discover what they’re looking for. It’s possible to brand your help center with custom colors and fonts, and customize the page code if you have development skills available. You can also migrate existing content from another knowledge base and import it into Zendesk Guide.
Take advantage of Answer Bot which is a tool within Guide that provides relevant answers to customers through Artificial Intelligence.
Zendesk Guide costs $15 per month for the Professional plan.
HelpDocs enables your customers to help themselves with its stunning FAQ software. You can build, host and monitor your FAQs in one piece of software so you can be sure you’re meeting your customers’ needs. It’s possible to set up your knowledge base in just a couple of minutes so you can spend more time helping customers.
HelpDocs offers native integrations with software such as Front and Chrome. You can integrate with customer support tools and communicate downtime with status integrations. It’s easy to rearrange your FAQs by dragging and dropping your categories and articles, and save changes before publishing.
HelpDocs costs $45 per month for the Start plan.
Help Scout’s Docs is an add-on FAQ software that comes bundled in with Help Scout’s support ticketing system. Docs is flexible and easy to use, allowing you to create FAQ content in minutes with the text editor that offers formatting in both WYSIWYG and HTML.
You can use their tool called Beacon to embed a chat-style widget on any page of your website or application that gives your visitors direct access to your FAQs. Docs also integrates with Help Scout’s shared inbox so that agents can add links to FAQ content directly within a customer email conversation, lowering response times and making helping customers much easier.
Docs is SEO ready with the ability for your site to be indexed by search engines. The software is also mobile-responsive so customers can access the help they need wherever they are.
Docs costs $20 per user per month.
Elevio is fully functional FAQ software that allows you to create contextual knowledge for customers who are learning how to use your products. If your support teams are answering the same questions over again you can use Elevio to create in-app contextual content to deflect questions before they are asked.
The content editor is easy to use and a powerful tool that lets you build new content, and categorize and segment knowledge. Elevio’s Hub will auto-suggest missing content based on failed searches. The software reports on your content over time, letting you know when you need to make changes.
The Elevio Assistant and intelligent Hotspots deliver instant contextual support right within your app without any coding required – no more waiting for the dev team.
Elevio costs $79 per month for its Starter plan.
Whatfix is a Digital Adoption Platform (DAP) that can help you deliver FAQs to the users of your software. You can use Whatfix to introduce new features to your users through flows, beacons and popups.
As a Customer Experience Management Platform, Whatfix helps small and large businesses with application engagement, managing and personalizing the experiences with your software. The software enables users to perform critical tasks and reduce the time it takes to solve queries.
Whatfix features personalization, in-app knowledge management, change management, data validation, alerts and analytics.
Contact Whatfix for a pricing quote.
HelpCrunch offers valuable FAQ software that enables you to provide 24/7 customer self-service. It comes bundled in with their customer support software which you can use to take advantage of their integration.
HelpCrunch comes with a simple yet powerful visual editor that you can use to create your content. You can add images, videos and tables easily. It’s easy to manage the experience of your FAQs by grouping your content into categories and sections which will help your customers find answers more quickly.
The search function in HelpCrunch offers smart suggestions that automatically suggests relevant articles based on the keywords that are typed in. It integrates with Google Analytics so you can keep track of the failed searches on your FAQs and understand customer reactions to your articles. Keep your content SEO-optimized by metadata editing, and make your FAQs a part of your brand with appearance customization.
HelpCrunch costs $20 per user per month for its Basic plan.
Take your time when considering your new FAQs software, and take advantage of free trials to help you find a solution that truly suits your needs. It’s worth spending the time and effort on this process, since FAQs are so helpful for your customers – not only existing customers, but also for turning prospects into paying customers.
FAQs are an integral part of your customer service strategy, reducing the number of support tickets you receive and allowing customers to solve problems themselves. You can scale your support team to help a larger customer base, all the while hiring fewer agents because most problems will take care of themselves.
An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!Get Started
Yes. FAQ pages are beneficial to organic performance when they are optimised for relevant keywords, well-designed for optimal user experience (UX).
A decent rule of thumb is to write short responses to each question – two to three paragraphs is a reasonable length for a response. If you go any further, the page will become unwieldy and cluttered.
Customers will go to a well-written and well-organized FAQ page as their first source of reference. It will assist them in locating answers to questions that they would otherwise approach you about on an individual basis, taking time away from your many other responsibilities.