We implemented a 'smart' contact form. I basically was a decision tree based on our FAQ (updating our FAQ also updated our contact form). People had to choose t

We implemented a 'smart' contact form. I basically was a decision tree based on our FAQ (updating our FAQ also updated our contact form). People had to choose the subject and some follow up questions wit radiobuttons. At the end (just 2 or 3 clicks) we showed them the answer from the FAQ. It that didn't answer their question they could fill in their question. 5^3 (5 choices and max 3 clicks) makes 125 possibilities and will cover most questions (if not all). It made the support questions drop with 90% with the same customer satisfaction if not more. TL;DR: People don't read FAQs, make them pick the correct subject for contacting you while showing answers to common questions. It will decrease support questions with 90% (n=1 though).