How to create effective help question and answer?

How to choose a frequently asked question, train with different Intent so that it can recognise variations of the question, write an answer and more.

Customers ask questions about a broad range of topics. You should create answers for each of these topics.

Here’s how you can go about creating the most relevant help content

First, Identify your common topics/queries.

Common topics are different for every business.  Some examples might include ‘delivery’, ‘return policy’ ‘size n fit’ if you are an e-commerce business while for a SaaS product company it could be  ‘password’, ‘adding users’, ‘generating reports’ ’subscription’ or ‘updates’

You should work with your Customer support/success team to identify the common questions your customers ask about. You can also use ML-powered Question Generator feature.

Then, create a list of the common topics you identified. Here’s an example of what a list of topics might look like:  

  • Shipping and Delivery
  • Return Policy
  • Adding users
  • Password
  • How to 
  • Billing and invoices
  • Reports
  • Updates 

Once you’ve chosen a single topic, list at least a couple of common questions customers ask about that topic. For example, if your topic is ‘shipping & delivery’, your list of frequently asked questions might be:

  • Where’s my order?
  • What are the shipping charges?
  • What does ‘ships within 24 hours’ mean?
  • Can I change my delivery address?
  • Can I choose the day and time of delivery?

As you can see, each of these questions is closely related to one topic, but require different answers. 

Finally, create an answer for each common question

You should create an answer for each common question you identify within a single topic.  

Intent keywords -Training Faqprime with Intent for a single question is easy.

Quite often a question can be asked in various ways by the customers e.g. question  ‘Where’s my order’ could have multiple variations i.e.‘When will my order be delivered’ ‘How long should my order take to arrive’ and for each variation, the answer would be the same.  In such an event you need to train the help bot by adding Intent keywords for the common question to ensure that the bot will auto-suggest the intended question when that keyword is searched.

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