Work with FAQ entries
Frequently Asked Questions (FAQs) are an important part of service request handling. Since many customer inquiries repeat over time, it is a good idea to create FAQs that contain answers to such recurring questions.
Note
This feature requires a license for SuperOffice Customer Centre.
Advantages to having an FAQ library
- FAQs can be made available in your Customer Centre, where customers can search for answers themselves.
- FAQs speed up the work of support agents, who can quickly add links to FAQ entries when replying to customer inquiries.
- FAQs is a great way to send your customers precise and quality-assured answers.
What is the difference between an FAQ entry and a reply template?
If you select a reply template, it is pasted in as ordinary text that you can edit before sending the reply. The benefit of using reply templates is that they can be tailored to the precise situation.
If you select an FAQ entry, a link to the FAQ entry in the customer centre is pasted in. This means you cannot edit the FAQ entry before sending your reply to the customer. The benefit of using FAQ entries is that you let the customer know that there are FAQs available that may be of use in the future.