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Subject:Re: FAQs - Good or bad? From:"Gene Kim-Eng" <techwr -at- genek -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com> Date:Wed, 18 May 2005 11:56:18 -0700
The type of client and the quality of the primary product documents
are almost (but not quite) irrelevant. Even if your company produces
the best product docs in the world, there will always be a certain
percentage of users who are just stubborn SOBs who prefer to pick
up a phone rather than take the shrink wrap off the books or click
on a fileand RTFM. For these, you have limited choices: if you're
one of the big dogs on the block, you can ration your users to 90
days of free product support that begins with the first question they
could have gotten the answer to in 30 seconds and then make them
pay, or if you can't afford to say no to them you give them the support.
Either way, providing users and your call center staff with targeted
lists of the most-asked questions so they can find them without
necessarily having to follow the entire workflow or even know the
context has the potential to help make life easier and reduce your
costs.
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