An FAQ on FAQs

By Tamara Wilhite

 

An FAQ is a Frequently Asked Questions list. An FAQ includes the most commonly asked questions a helpdesk or company’s customer support line has received along with answers they want users to have.

 

 

  1. What are some of the most common FAQs for customer support?
  • How do I get an account?
  • How do I log in?
  • What is my password?
  • How do I reset my password?
  • How do I reactivate my account?
  • I think your system is down – who do I contact?
  • How do I get help in any case?

 

  1. What else should go into an FAQ?
  • How does a user get a product upgrade or replacement?
  • What do you do when you’ve reset the password and it doesn’t work?
  • What other authentication errors could a user get?
  • What common browser settings can interfere with using your website?
  • How do users distinguish between legitimate emails from your organization and phishing?
  • Where do users get information on your privacy policy?

 

  1. What should NOT go into an FAQ?
  • Personal contact information for any member of the helpdesk team, and avoid references to specific names
  • Very long sales pitches, though a short description of why your product is not the same as one of a similar name is reasonable
  • Criticism of a competitor
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