|***REWARDS FREE ZONE***|
I was interested in this post by Kevin Kelly about FAQs because it relates to BzzAgent’s goals for transparency and because the benefits of transparency are something many companies are still ignoring.
“Most organizational FAQs are written by the marketing or PR arm. I think that is fine. It’s actually okay to have the marketing folks write the answers. After all, why not have the organization present its best case? There might be nuances and selling points that should be covered. The problem is that the same folks make up the questions.” [Emphasis mine]
Having Marketing folks write the questions for a FAQ is not trying to be help the customer, it’s trying to spin. There are times when a company CAN’T answer its most frequently asked question(s) (For instance, “ZOMG!!!1!11! Shaloha! WHEN?”) for valid reasons. For the most part, however, if a question comes up again and again about a specific product, the producer of that product should try to answer it somewhere on their website.
Why is it important to have good FAQs?
* It forces you to face the problem.
* It forces you to face your answer.
* It’s an opportunity to sell (yes).
* It projects your character and brand.
* You can control the answer…
I tried to find BzzAgent’s FAQ to see what types of questions we considered frequently asked and whether we did a good job of answering them. What I realized is that the majority of the front end of BzzAgent.com is all about answering questions and providing information about what we do and how we do it.
What do you think readers, do most companies do a good job answering your questions on their FAQ? Does BzzAgent?
What questions about what we’re doing do you have a hard time finding on the website [besides rewards!]?ReTweet