Predlošci za FAQ stranicu

Današnji potrošači se okrenu samoposlužnim opcijama kada trebaju riješiti neki manji problem ili naći informacije o proizvodu/usluzi. Baš zbog toga, sveobuhvatna FAQ stranica je nešto što svako poduzeće mora imati. FAQ stranice zapravo pomažu i klijentima i zaposlenicima. One rješavaju klijente nepotrebnog napora kontaktiranja korisničke podrške i spašavaju zaposlenike od gubljenja vremena odgovarajući na najčešća pitanja.

Zašto vaše poduzeće treba FAQ stranicu?

  • Baze znanna koje uključuju FAQ su najčešća samoposlužna opcija dostupna danas. (Forrester)
  • 90% svjetskih potrošača očekuje da brendovi i organizacije imaju u ponudi online portal za samoposlugu, dok ih je 74% već koristilo takav portal u prošlosti. (Microsoft
  • 98% potrošača je već isprobalo samoposlužno rješenje, uključujući traženje kroz FAQ kompanije, centar za pomoć ili druge online resurse. (Dimensional Research)
  • 39% milenijalaca prvo provjeri FAQ kompanije kada imaju problem, pokazujući jasne sklonosti za samostalnim traženjem odgovora. (Salesforce)
  • 59% potrošača i 71% poslovnih kupaca kažu da dostupnost samoposlužne usluge utječe na njihovu vjernost. (Salesforce)
Predlošci za FAQ stranicu
Knowledge base example

Kako kreirati efikasnu FAQ stranicu u 4 koraka

Predlošci za FAQ stranicu

Kreirajte popis najčešćih pitanja. Možete dobiti uvide u pitanja od vašeg tima korisničke službe kako bi identificirali ponavljajuća pitanja i probleme zbog kojih vam se klijenti stalno obraćaju.

Permissions

Organizirajte i kategorizirajte najčešća pitanja. Odredite zajedničke teme unutar popisa pitanja i logički ih grupirajte tako da vaši korisnici mogu lako preletjeti stranicu i naći ono što traže.

Resolution time

Neka odgovori budu kratki i jasni. Ovisno od kompleksnosti pitanja, možete koristiti od 1-2 rečenice pa sve do to 2-4 kratka paragrafa da odgovorite na pitanje. Stavite poveznicu na relevantne resurse unutar vaše baze znanja za detaljnije informacije.

Customer service reviews

Održavajte FAQ stranicu i ažurirajte sadržaj. Redovno revidirajte najčečća pitanja kako vaša kompanija ili proizvod raste i mijenja se, kako bi osigurali da sadržaj ostaje relevantan i aktualan.

FAQ predlošci: Obični primjeri najčešćih pitanja

Ovisno o vrsti vašeg poduzeća, sektoru industrije i specifičnim potrebama ciljane publike, vaš FAQ predložak može uključivati različite odjeljke koji pokrivaju mnoštvo tema. Oni mogu uključivati općenite informacije, korištenje proizvoda ili usluge, detalje o cijeni i prijevozu, povratu proizvoda i povratu novca i više. Imamo par primjera najčešćih pitanja koja možete koristiti za kreiranje vlastite FAQ stranice.

Općenita pitanja


What is [Product/ Service] and how does it work?
How much does [Product/ Service] cost?
In what countries can I use [Product/ Service]?
Which languages does [Product/ Service] support?
How does your product differ from the others?
Are there any benefits to using your product / having an account with you?
Is there a way I can learn more about your company?
Do you have a catalog?
How can I be notified about the latest promotions, new arrivals, or any ongoing sales?
What is your privacy policy?
How can I get assistance if I need it?
Do you offer live chat support?

Narudžbe


What happens after I place my order?
How do I redeem my discount/ promo code/ coupon/ reward voucher?
What is the status of my order?
How do I view my order?
What do I do if there is a problem with my order?
Will I be able to change my address after the order is confirmed?
Can I change my order after checkout?
Can I add another item to my order after checking out?
Can I cancel my order?
Why was my order canceled?
The item in my shopping cart disappeared when I tried to check out. What do I do?
What if the item I want is out of stock?
Do you restock items? Will you let me know when an item has been restocked?
Has my order shipped?
How do I track my order?
My order never arrived. What do I do?
I received defective/ incorrect/ missing items in my order. What do I do?

Moj račun


How do I create an account?
How do I edit my account information?
How do I update my address?
What do I do if I have forgotten my password or my password doesn’t work?
How do I add or delete a credit card connected to my account?
When will my credit card appear on my account?
How do I use my coupon code/ gift certificate?
My account has been suspended, how can I reactivate it?
How do I close my account?
How do I unsubscribe from your mailing list?

Plaćanje


Can I get a free trial before I purchase your service?
What forms of payment do you accept?
How do I pay for my order?
Can I split my payment into smaller payments?
Do you match prices if an item goes on sale after my purchase?
Which currency will I be charged in?
Do you accept international credit cards?
Do you charge sales tax on any item?
When will my credit card be charged?
I received an error when trying to make a payment. What do I do?
My purchase was denied, why do I still have a pending authorization hold on my card?

Obračun


How can I pay for your service?
What kind of pricing plans are available?
Is there a setup fee? Monthly fee? Are there any additional payments?
Will I be billed automatically each month?
When does my billing cycle start?
How do I access my billing information?
How do I upgrade/ downgrade my subscription?
I upgraded by accident, what do I do?
Is it possible to suspend my account for some time?

Prijevoz


What is your shipping policy?
Where do you ship?
How long does it take to ship my order?
What are my shipping charges?
Can I combine shipping on two or more orders?
Do you offer fast shipping?
Will I pay taxes for international shipping?
How can I track my package?

Povrat proizvoda/novca


Do you accept returns?
Are returns free?
I want to return my purchase. What do I do?
Can I exchange my order instead of returning it?
How long does it take to process a return?
I’m returning an item purchased with a gift card, how does that work?
What is your refund policy?
How long does it take for me to get a refund?

Sigurnost


Is your website secure?
Do I need to set my browser to accept cookies to use your website?
How secure is [Product/ Service]?
What types of data does [Company] collect?
Does [Company] protect my personal information?
How do you protect credit card and financial information?
Where is my data stored and how are [Company’s] data centers secured?
How is my password secured?
Will you use my data to build advertising products or sell it to third parties?
Will you disclose or sell the data that I provide to you about my customers?
Do you do background checks on your employees?

Najčešća pitanja

Kako kreirati FAQ?

Možete kreirati FAQ koristeći LiveAgent-ovu opširnu bazu znanja iz svog LiveAgent računa.

Imaju li FAQ stranice efekta?

Kreiranje FAQ stranice je odličan način poboljšanja svoje baze znanja i pružanja odgovora na najčešća pitanja klijentima. FAQ daje vašim klijentima pristup informacijama koje traže uz pomoć brze pretrage, umjesto da moraju slati email. Nadalje, FAQ stranice su jedan od najefikasnijih alata za kreiranje svijesti o proizvodu i generiranja prometa.

Zašto mi treba FAQ stranica?

FAQ stranica na vašoj web stranici vam omogućava pružanje odgovora na najčešća pitanja koja ljudi imaju o vašem poduzeću ili proizvodima.

Ready to build your knowledge base?

LiveAgent allows you to build multiple knowledge bases with FAQs, forums, and even suggestion boxes. Try it today with our free 14-day trial. No credit card required.<br />

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “How do I create FAQs?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “You can create an FAQ section by using LiveAgent’s extensive knowledge base from within your LiveAgent account.” } }, { “@type”: “Question”, “name”: “Do FAQ pages work?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Creating an FAQ is a great way to improve your knowledge base and provide customers with the answers to common questions. FAQs give your customers access to information they are looking for with a quick search rather than having to send an email. Moreover, FAQ pages are one of the most effective tools to create product awareness and generate traffic.” } }, { “@type”: “Question”, “name”: “Why should I have an FAQ page?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Having an FAQ page on your website lets you provide answers to the most common questions people have about your business or product.” } }] }
Nazad na predloške Kreirajte račun besplatno

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