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In the Indian market, repetitive customer queries are a significant challenge for support teams. A considerable number of customers reach out to support for the same issues, which can lead to inefficiencies and increased costs for businesses.
Market stats
- Support agents spend a significant portion of their time handling repetitive queries.
- Over 50% of customer queries in many industries are related to common issues that can be preemptively addressed through well-structured FAQs and self-service options
- Automating these interactions through FAQs and AI can save more than 2 hours per day for support professionals, increasing their efficiency and allowing them to focus on more complex issues.
Benefits of Implementing FAQs:
- Reduced Workload for Support Agents: By providing answers to common questions through an FAQ section, support agents can focus on more complex and unique issues, leading to better resource utilization.
- Speedy Answers for Customers: Customers can find answers to their questions quickly without waiting for a support agent, leading to a better customer experience.
- Cost Efficiency: Reducing the volume of repetitive queries can significantly cut down operational costs associated with customer support.
Types of FAQs
1. Order related queries
The most commonly asked queries are usually related to the orders and their delivery.
Provide post-purchase assistance to your customers by listing the commonly asked queries
2. Product-related queries
Create automated responses for the common questions on your product.
Empower customers with all the information on product usage, storage instructions and highlight the benefits.
Create multiple trigger phrases for every question and configure the relevant answer.
Return and Refund related queries
Return and refund-related queries often involve questions about order cancellations and return policies. Customers seek details on how to cancel orders, return timeframes, and refund conditions. Clear, accessible return policies can help reduce these repetitive queries, providing quicker resolutions for customers and more efficient workflows for support agents.
