Web page is one of the fastest ways to improve customer service, make customers happier and cut support costs. FAQs evolved as a way to keep down the noise level in Internet newsgroups. Rather than answer the same questions over and over, newsgroup participants compiled a list of questions asked the most and stashed it on a server. Savvy e-commerce sitessoon started using FAQs as a basic customersupport tool. As a support tool, FAQs play to the strengths of the Internet audience.
People usually prefer getting answers themselves to asking someone.
If you make it easy for people to getthe information, they are likely to be more satisfied than if they had to talk to even the most knowledgeable and helpful customer servicerepresentative. FAQs have other advantages, too. They save money by cutting customer support costs. They can also increase sales by giving customers important information about your product they'd otherwise have to get out of a salesperson. Even the best FAQ is no substitute for customer support.