Are your customers frequently asking the same questions and do you have no time to answer all of them personally or want to use your help desk capacity in an optimal manner? Then add a so-called FAQ (Frequently Asked Questions) page to your online store. After publication, it can be found in the navigation at the footer of your website, underneath Customer service (and possibly on the right at the top, depending upon the theme you have chosen).
It's convenient to first start drawing up a list of categories, for example based on questions that have previously come in.
- Subsequently navigate to SERVICE > FAQ in the left menu of the back office.
- Create a category by clicking the green plus icon in the navigation at the top of the screen. A pop-up window appears, where you can enter a category. A possible category could be 'Shipments and Returns, where you can place questions such as 'When will I receive my order?' and 'How long do I have to return goods?'. Click on Save to continue.
- Click on the Questions tab on the next page and subsequently on the green plus icon in the navigation at the top of the screen.
- You can add a question in the pop-up window that appears. The following page displays the question concerned, and you have the opportunity to formulate the answer shown to your customers in the text field below.
Do you have a variety of questions of which, on second thought, you would like the change the order? Do this by dragging them. You can change answers afterwards by clicking the pencil icon to the utmost right of the question concerned. Do you want to delete questions that are no longer relevant or applicable? Click on the red stop sign next to the question(s) you wish to delete at the right side of the screen.