Shipping and return policies. For example, you might want to have one for customer service questions, such as those about ordering and fulfillment, and another focusing on product issues. Use Standard FAQ Formatting Begin by listing the questions at the top of the FAQ page, with individual hyperlinks that lead the customer to the questions and full answers below. At the bottom of the page, be sure to add an option for viewers to e-mail your customer service staff in case their questions weren't answered by the FAQ list. Periodically Remember, an FAQ is a working document that should be periodically updated to reflect the most commonly asked questions.
Some organizations maintain a call log to spot questions trends.
E-mail correspondence leaves a trail of subject lines that can be helpful for identifying new questions. In addition to expanding your FAQ, these logs can also help you identify trouble spots in your writing or site design. The article covers navigation, capturing the questions, and how to answer them effectively. Technologies' PowerFAQ automates the FAQ process for you. This downloadable application re-sorts FAQs to make the most useful information the most accessible.