Do you know the dynamic FAQ?
Different types of FAQ: from online FAQ to dynamic self-learning and conversational FAQ
First, let’s start by redefining the classic FAQ. This acronym means Frequently Asked Questions, translated by Fair Questions into French. Its objective is to synthesize all the most asked questions so that they do not have to answer them several times. So you enter the questions by hand and the updates are done manually; it’s a static FAQ.
For some time, a new type of FAQ has appeared: the dynamic FAQ. From the egg (from Pokemon) was born the Magicarpe! But why was the first version not satisfactory? Because inevitably the classic FAQ was abandoned after a while because it was no longer updated (“dead in the bud”). Yes, unfortunately managing a FAQ is extremely time consuming and requires some coordination between the web team and the customer service team.
This dynamic FAQ is enriched by new questions from users and answers from experts. But very quickly limits appeared: the search engine used was very limited because it was based on keywords or slightly boosted (with the opensource code “elastic search” for example).
Meanwhile, since 2016, a dynamic evolution of the FAQ has appeared. A transformation worthy of the transformation of Magicarpe into Leviator. This transformation has made it possible to reach new heights in terms of automating the answers to Internet users’ questions.
Now let’s tackle the Leviator of dynamic FAQs: the self-learning dynamic FAQ. It is a FAQ that is enriched with new questions from users and answers from experts like the Magicarpe but which – as its name suggests – learns on its own from its environment (answers from experts but also from clicks made by Internet users). This means that it grows automatically and becomes more and more intelligent, especially in terms of language. Cool, isn’t it?
Did you know that like Magicarpe, the dynamic FAQ has a 3rd evolution; the Mega-Leviator, more commonly known as the “Anti-chatbot” at TeamBrain. This super dynamic FAQ embeds interactive answers, like a chatbot but without its drawbacks.
You get it… there are several types of dynamic FAQs more or less advanced.
Don’t worry, like your pokédex I will guide you and detail the different types of FAQ we offer at TeamBrain. Here we go!
The TeamBrain dynamic FAQ is self-learning and interactive
TeamBrain offers two versions of dynamic FAQ: a first version as described in the definition and a second one even more advanced.
But what is their precise operation?
The Dynamic FAQ (Leviator) works as follows: it has a search bar in which one asks its question, which is handled by an expert. Once the answer is capitalized in the FAQ, the next time someone else asks it, the answer will be automatically given. Its major advantage is that the user no longer has to browse the FAQ, the search engine takes care of it. This is beneficial for the site owner, who may have more questions in his FAQ, without overloading the user with proposals. But to go even further, TeamBrain also allows you to associate questions that have the same answer: Where is my order? > When will I receive my package?
The second version is called the “Anti-chatbot” (Mega-Leviator): the dynamic FAQ with interactive responses. This is the fusion of the dynamic FAQ and chatbot that features a search bar or a self-learning info-bubble and interactive responses. This means that for example: if you ask What is the delivery time? the Anti-chabot could answer you: which delivery mode do you want? You tell him your choice and he will give you the deadline.
These are questions that need additional information for the Anti-Catbot to answer. This allows you to integrate more complex knowledge into your databases.
And the icing on the cake: the “Anti-chatbot” is cheaper than the standard dynamic FAQ solutions on the market. What for? because the solution is a real SaaS solution, technically “scalable” … but that will be the subject of another article!
An ideal FAQ for e-commerce sites
When you have an e-commerce site, it is imperative to answer support questions 24/7 by promoting self-care, but it is equally important to identify your potential buyers, your leads. The TeamBrain dynamic FAQ allows you to direct your visitors to the right path (selfcare or sales), thanks to the CTA (Call To Action) that you can insert in your answers,
The dynamic FAQ that automatically feeds your SEO
All the content of your dynamic FAQ can of course be used in a ‘tooltip’ but can also be automatically integrated into a FAQ page, ideal for optimizing your SEO.
How do I create an online FAQ?
Creating an online FAQ is simple but requires respecting a certain number of good practices:
– the initial content: put yourself in your visitors’ shoes and integrate questions and answers that really meet their needs
– allow visitors to ask their questions but also to submit new questions if theirs are not present in the FAQ
– collect opinions on existing responses
To learn more, please read the following article: How to create a faq
For all pokémon fans: Pokémon creators were inspired by Chinese mythology for Magicarpe. In this mythology, a tradition was that if a carp managed to climb up a waterfall or a waterfall among many in China called The Dragon’s Gate,it would turn into a dragon. This is where Magicarpe derives the origin of its evolution, which is none other than Leviator.
I hope that through this article you have become pros on the different types of FAQs that exist today.
If you already have a Selfcare solution and would like to challenge it, please ask us… (as examples :
e-bot7,Stonly, MayDay, Inbenta, Smart-Tribune, MindSay, Dydu, Synapse, Witivio, BotNation, BotStar, Clustaar, Crisp, Easyware, FreshDesk, Intercom, Landbot, Lepetitmartin, Levia, Posos, Studizz, Tolk, Vizir, Yesouibot, Zendesk
Until the next article I wish you a good week ! PS: don’t forget to follow us on our social networks to be aware of our latest news