The FAQ stream can answer the most common questions your visitors have. Your site visitors will click on the question, and the stream will provide the required answers.
You can add the FAQ stream to your automation with the first-site-visit trigger, or create it separately with a different trigger, depending on when you want your visitors to see the questions.
Ready-to-use FAQ stream template
Our ready-to-use FAQ flow template is available to all our clients. You can find the FAQ template in the Flows panel under the Communication Enhancement Templates category in your Tidio account. Depending on the industry you operate in, it will be labeled as FAQ flow for online stores , restaurants , etc.
Create your own FAQ stream
To create the FAQ flow from scratch, go to the Flows category (the flow icon in the menu on the left) and select the Create from scratch option.
Select the trigger.
Once you enter the stream editor, you will be asked to select a trigger. The trigger is a point that starts the stream’s path – it determines under which conditions the stream will start.
We recommend using the First Visit trigger to show the stream to any new person who visits your site immediately. However, you may want to use the Chat Icon Click trigger specifically if you prefer the stream to run when a visitor opens your chat widget.
Add questions
Once you have selected the trigger – add the Decision (quick replies) action to display the questions you want to address. When you select and drag the point from the list to the grid for editing, it will automatically connect to your trigger.
Now, edit the content of the Decision (quick replies) point in the editing window on the right. You can add the most frequently asked questions you want to answer in the Add quick reply section.
Add answers
Close the Decision (quick replies) dot, the edit window, and from the Actions list, drag the number of Send a chat message dots you have questions about to the edit grid. When you’re done, drag an arrow to each dot, as shown in the gif below.
Once each of the Send a chat message points has a question assigned to it, you can start writing the answers to the questions inside each of those points. These are the answers the stream will provide whenever a visitor selects a particular question from the list.
Later, you can also use our Help Index to measure whether your site visitors found the answers helpful.
Now that the stream is ready, you can save and run the stream on your website in the top right corner of the editing panel.
Best practices for streaming FAQ
To ensure your stream is helpful and effective, there are some best practices to consider:
- FAQs: Make sure the questions you include in the stream are truly FAQs. This could include questions about shipping, returns, technical support, and more.
- Clear answers: Your answers should be clear and concise. Avoid overly technical or complicated language.
- Update content: Be sure to update your questions and answers regularly, especially if there are changes to your policies or products.
- Use friendly language: Try to use friendly and pleasant language so that visitors feel comfortable asking questions.
- Additional guidelines: If necessary, add links to additional articles or help pages that can assist visitors.
Measuring success
Once your stream is live, it’s important to measure its success. You can use analytics tools to track:
- Number of questions asked: How many times did visitors select questions from your stream?
- Conversion rate: Is there a correlation between the questions asked and conversions on your site?
- User feedback: Did visitors find the answers helpful? You can ask them at the end of the stream.
summary
The FAQ stream is a great tool for improving the user experience on your site. By providing answers to frequently asked questions, you can save time and improve visitor satisfaction. Be sure to follow best practices and measure the success of your stream to ensure it delivers maximum value.