Your best FAQ topics are already sitting in yesterday's inbox.
The idea
Start with questions customers actually ask. For every answer, include the condition that changes it: location, appointment type, product variation, or policy date. Avoid loading broad claims your team cannot keep current. A short and reliable answer is better than a confident paragraph that becomes wrong next month.
Put it into practice
- Collect ten repeated questions from calls, email and chat.
- Draft answers in plain language and mark where a human must verify details.
- Assign an owner to review prices, hours and policies when they change.
What this looks like
Instead of 'We ship everywhere,' a shop might answer, 'We currently ship within the contiguous US; contact us for other destinations.' Only use that sentence if it matches the shop's real policy.
What to measure
Review how often customers ask the same question again after receiving an answer. Repeated follow-ups signal missing context.
WHERE ZU WEB FITS
Give ZU Web your approved response guidance and route questions outside those rules to your team.
Choose ZU Web for $2.99/month Standard plan includes 100 new chat conversations per month. See current plan details before buying.