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Shoddy math. You can't take the average time to answer a customer inquiry and then assume that reducing the number of inquiries will reduce your work load by th
by kevinpet 15y ago
Shoddy math. You can't take the average time to answer a customer inquiry and then assume that reducing the number of inquiries will reduce your work load by that much. The questions that can be answered by a good FAQ are precisely those questions that can be handled quickly.
In other words, it overestimates the time savings from having an FAQ.
- evanhamilton 15y agoYou have a point about the actual amount of time saved, but there are plenty of questions that are very complex that can be answered by a good FAQ. For example: we offer Single Sign-On for UserVoice. If we didn't have any documentation at all about it, we'd spend many, many more hours answering basic questions like "how do I set up SSO?", "how can I encrypt my JSON token?", etc. Yes, we still have to answer specific questions that can't be anticipated by an FAQ, but we've saved ourselves many hours with this documentation.