Frequently Unanswered Questions.


While struggling with the shortcomings of the upgrade of The Times's online registration system, I have received a number of communications urging me to consult the FAQ page on their website.

But if your customers/users are asking a number of questions that frequently, maybe an FAQ page is not the best solution. Wouldn't it be better if those questions were answered (intuitively or explicitly) at the point when they occurred to them? The problem with frequently asked questions is that they need to be asked at all.

Their prevalence shows that the creators of a product/service have not only failed to put themselves in the shoes of the customer in the first place, but have also failed to react to the feedback that the frequency of those questions provides.

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