Guide
Build a simple FAQ that cuts support tickets in half
Answer the questions you already get asked every week, before people have to ask them.
Pull your 10 most repeated questions
Go through the last month of support emails or DMs. The questions that show up again and again are exactly what belongs on the page, don't guess, use real data.
Write answers like you're texting a friend
Short, direct, no corporate hedge-speak. 'Yes, we ship internationally, it takes 7-14 days' beats three sentences of qualifiers.
Group questions by topic
Shipping, Returns, Payments, Product, Account. A wall of 40 unsorted questions is as unhelpful as no FAQ at all, people give up scanning before they find their answer.
Link directly to specific answers from support replies
Instead of retyping an answer, paste the direct link to that FAQ entry. Saves you time and gives the customer a page they can bookmark or share.
Review it every time a new repeated question appears
The FAQ isn't a one-time project. Any question you answer three times in a month should get added. It should slowly absorb more and more of your support volume.
That’s the whole thing.
Keep going
What to read next
- 01
Customer Support & Fulfillment
Set up a shared customer support inbox
Stop losing customer emails in your personal inbox or a teammate's DMs.
- 02
Customer Support & Fulfillment
Write a return and refund policy customers can actually understand
A clear policy prevents most disputes before they happen, and makes the ones that do happen easier.
- 03
Customer Support & Fulfillment
Create response time promises you can actually keep
A simple SLA (service level agreement) that sets expectations instead of leaving customers guessing.