The FAQs determine the way in which the agents will speak to your visitors.
Your onboarding specialist will work with you to set up your FAQs prior to going live, review it at your 7 day check-in and send you a detailed report at the 1 month review.
A FAQ is composed of the Title and the Response.
The Title is what the visitor will ask. Eg “Where are you located”
The Response is what the agents will reply. Eg. “Our office is located at 123 Huckleberry St”
There are two types of FAQs that we use:
1. Mandatory Questions
2. General Questions
1. MANDATORY QUESTIONS
Like the name suggests, these are the questions that the agent must ask the visitor.
Known as MQ for short - they are used to qualify your visitors to make sure they are an actual potential customer.
Simply put: it tells the agents what to ask and in what order.
Some recommendations we have for setting Mandatory questions:
IDENTIFY WHAT IS A TRUE QUALIFIER
A real qualifying question is one that tells you if the customer can be sold to or not.
It is not a question where regardless of the answer, you would consider them a potential; instead we call these nice-to-have's.
We always want to prioritise qualifying questions, then collect the lead information, then ask the nice-to-haves.
KEEP IT SIMPLE
The more questions you ask of your visitors the more likely it is that they will get distracted or annoyed and leave the chat.
We recommend limiting your FAQs to no more than 3 qualifying questions and 3 nice-to-haves.
YES OR NO QUESTIONS
Phrase questions to receive a yes or no answer whenever possible. If it's not possible: provide a list of options to the visitor.
This allows us to set instructions for handling particular responses, without having to account for all the possible ways a visitor will respond.
For example: if your business only caters to tall people
Bad question: "How tall are you?"
Good question: "Are you over 1.75m in height?"
That way we can tell the agents in simple terms: if YES collect lead - if NO do not collect lead
Another example: if your business has multiple locations
Bad question: "Which location are you interested in?"
Good question: "Which of these offices are you interested in
- Location A
- Location B
- Location C"
2. GENERAL QUESTIONS
These are used to respond to the questions that visitors will ask over chat.
Tips for good General Questions:
DON'T OVERDO IT
The chat is like talking to a receptionist. It's useful to be able to answer the basics, but ultimately we want to encourage the visitor to speak to someone on your team that knows your product best.
Therefore it is not necessary to have every an exhaustive list of every question you can think of.
Our agents are trained to respond to questions without an answer by steering the visitor to submit their contact information for you to reach out.
Your onboarding specialist will help you add the minimum requirements [such contact info, response times, location etc.], for everything else - theres the Exit Statement
ADD KEYWORDS TO THE TITLE
The agents use the General Question section as a key word search. For example if the visitor is enquiring about the cost of your service they could say 'what is the cost' / 'tell me the price' / 'can I get an estimate'.
Your visitors wont always ask you questions the way you think they will.
Instead of writing the question as "What is the cost", try to add as many key words the visitor might use and instead write as "cost/price/fee/quote/estimate".
SENTENCE STRUCTURE
The responses should always be in sentence format. Avoid starting a response with 'Yes' or 'No'.
Remember that the visitors will phrase the questions in many different ways.
If you are thinking the question
AVOID THE SALES PITCH
Your visitors see through the marketing jargon and excess pushing of products / services. Keep the tone of the chat conversational by avoiding unnecessary informational. Similarly, visitors are less likely to continue in a chat where responses are big slabs of pasted information.