One post tagged with "Documentation"

Something I learned last quarter is that FAQ pages are almost always wrong. They answer the questions the company thinks customers will ask, not the questions customers actually ask. So people read the FAQ, don't find their answer, and call support in frustration.

A support manager told me about their frustration: "We spent weeks writing the FAQ, but 70% of our inbound calls are about things we already documented. The problem isn't that information is missing—it's that customers can't find it the way they search."

That's the hidden cost of a bad FAQ. It creates more work, not less.