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常见问题页模板

当今的消费者在遇到小问题时,一般更倾向于通过自助服务解决。所以对所有起来说,创建一个综合的常见问题页是必备的。这样顾客不必每一个问题都找客服,而客服也不重复回答顾客的常见问题,节约了大量的时间。

为什么企业需要常见问题页?

  • 知识库是最常用到的自助服务。(Forrester)
  • 90%的全球顾客希望企业能提供自助服务在线端,74%的顾客曾经使用过在线服务.。(Microsoft
  • 98%的顾客曾经使用过自助服务,包括搜索企业的常见问题、帮助中心以及其他在线资源。(Dimensional Research)
  • 对千禧年的一代来说,只要出现问题,他们首先会查阅品牌的常见问题页,表明顾客非常愿意自己找解决的答案。 (Salesforce)
  • 59%的消费者和71%的买家认为,是否有自助服务直接影响他们对一个品牌的忠诚。(Salesforce)
为什么企业需要常见问题页? - App - Uploads - 2019 - 09 - LiveAgent Knowledge Base Software.gif
知识库举例

如何4步轻松创建常见问题页

如何4步轻松创建常见问题页

列出常见问题的清单。通过客户服务部门可以知道哪些问题顾客问得比较多。

允许

对常见问题进行安排和分类。在搜索到的问题中定位常见的问题,并按顺序将他们分类,便于用户搜索到想要的问题。

解决问题的时间

回答简短、开门见山。根据问题的复杂程度,可以用1-2句话,最多2-4个段落即可。知识库中还可以添加相关的资源链接,让用户获得更多信息。

客户服务评价

常见问题页的维护以及内容升级。随着企业的发展或产品的增加,应该定期维护常见问题页,确保内容与时俱进。

常见问题页模板:常见问题举例

根据企业类型、所属行业以及目标客户的不同,常见问题模板会包含不同的内容。比如,可能会包含一般信息、产品或服务的使用、价格和货运的细节、退货退款等。以下是常见问题举例,在创建常见问题页的时候可以使用。

一般问题


What is [Product/ Service] and how does it work?
How much does [Product/ Service] cost?
In what countries can I use [Product/ Service]?
Which languages does [Product/ Service] support?
How does your product differ from the others?
Are there any benefits to using your product / having an account with you?
Is there a way I can learn more about your company?
Do you have a catalog?
How can I be notified about the latest promotions, new arrivals, or any ongoing sales?
What is your privacy policy?
How can I get assistance if I need it?
Do you offer live chat support?

订单


What happens after I place my order?
How do I redeem my discount/ promo code/ coupon/ reward voucher?
What is the status of my order?
How do I view my order?
What do I do if there is a problem with my order?
Will I be able to change my address after the order is confirmed?
Can I change my order after checkout?
Can I add another item to my order after checking out?
Can I cancel my order?
Why was my order canceled?
The item in my shopping cart disappeared when I tried to check out. What do I do?
What if the item I want is out of stock?
Do you restock items? Will you let me know when an item has been restocked?
Has my order shipped?
How do I track my order?
My order never arrived. What do I do?
I received defective/ incorrect/ missing items in my order. What do I do?

个人帐户


How do I create an account?
How do I edit my account information?
How do I update my address?
What do I do if I have forgotten my password or my password doesn’t work?
How do I add or delete a credit card connected to my account?
When will my credit card appear on my account?
How do I use my coupon code/ gift certificate?
My account has been suspended, how can I reactivate it?
How do I close my account?
How do I unsubscribe from your mailing list?

支付


Can I get a free trial before I purchase your service?
What forms of payment do you accept?
How do I pay for my order?
Can I split my payment into smaller payments?
Do you match prices if an item goes on sale after my purchase?
Which currency will I be charged in?
Do you accept international credit cards?
Do you charge sales tax on any item?
When will my credit card be charged?
I received an error when trying to make a payment. What do I do?
My purchase was denied, why do I still have a pending authorization hold on my card?

订单


How can I pay for your service?
What kind of pricing plans are available?
Is there a setup fee? Monthly fee? Are there any additional payments?
Will I be billed automatically each month?
When does my billing cycle start?
How do I access my billing information?
How do I upgrade/ downgrade my subscription?
I upgraded by accident, what do I do?
Is it possible to suspend my account for some time?

货运


What is your shipping policy?
Where do you ship?
How long does it take to ship my order?
What are my shipping charges?
Can I combine shipping on two or more orders?
Do you offer fast shipping?
Will I pay taxes for international shipping?
How can I track my package?

退货退款


Do you accept returns?
Are returns free?
I want to return my purchase. What do I do?
Can I exchange my order instead of returning it?
How long does it take to process a return?
I’m returning an item purchased with a gift card, how does that work?
What is your refund policy?
How long does it take for me to get a refund?

安全


Is your website secure?
Do I need to set my browser to accept cookies to use your website?
How secure is [Product/ Service]?
What types of data does [Company] collect?
Does [Company] protect my personal information?
How do you protect credit card and financial information?
Where is my data stored and how are [Company’s] data centers secured?
How is my password secured?
Will you use my data to build advertising products or sell it to third parties?
Will you disclose or sell the data that I provide to you about my customers?
Do you do background checks on your employees?

常见问题

如何创建常见问题?

通过使用LiveAgent广泛的知识库可以创建常见问题页。

常见问题页有用吗?

常见问题页可充实知识库的内容,也能让顾客自己找到常见问题的答案。有了常见问题页,顾客遇到小问题时,自己就可以搜索到解决方案,无需给客服发送邮件。另外,常见问题页是创建产品意识和提高流量的有效途径。

为什么应该创建常见问题页?

常见问题页可为顾客在使用您的产品或服务的过程中最常遇到的问题提供解决的答案。

Ready to build your knowledge base?

LiveAgent allows you to build multiple knowledge bases with FAQs, forums, and even suggestion boxes. Try it today with our free 14-day trial. No credit card required.<br>

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