The FAQ is retired.
Why?
An FAQ list never tells us what customers really concern and what they don't. We once had a long list of FAQs. We thought it good until we published our own live chat robot. Having reviewed the chat logs, we find:
- Our FAQs include many questions that customers never ask.
- There are also many questions on the FAQ list but customers still keep asking about them.
Obviously, the customers are so diversified that a short FAQ list cannot cover all of their concerns. If we add all questions to the list, it gets so long that customers don't bother to read it at all.
In comparison, our live chat robot is more helpful to both customer and ourselves.
- Customers get the exact answers they need. In fact they don't bother to read through a long list at all.
- It's so simple, easy and fast to get an answer that customers love to ask more questions.
- The more questions they ask, the more we know about them.
- The more we know about them, the better we can serve them.
So we dropped the FAQ. Got questions? Ask us now!
