An FAQ portal is a handy resource not just for customers but for agents too. Your support agents can use online FAQs as a reference guide to address customer concerns raised across calls, emails, or as tickets. 

As this resource is readily available, 24×7, it saves agents from the tedious task of scrambling for information across files and folders while the customer is waiting for a response. This means quick responses and quality service with minimum hold time.

Customers expect instant and accurate answers to their questions. If your FAQs give customers what they need, they start seeing your business as a trusted expert providing the best guidance. FAQ software for customer support comes with built-in reports that help you track article performance, identify improvement opportunities, and find out what’s working well and what’s not. 

Customers start trusting you even more when you provide them with the most relevant and updated information.