Best for
- FAQs that answer questions nobody asks while support answers the real ones daily
- Launch or change FAQs written before the flood instead of during it
- Deflecting the repetitive half of support volume without deflecting the customer
What you give it
- The question evidence: support themes, sales objections, search queries (or the change that will generate them)
What you get back
- Questions ranked by actual frequency and stakes — the real top twenty, not the imagined ones
- Answers that actually answer: the direct answer first, the honest caveat included, the next step linked — no marketing evasion wearing an answer's clothes
- Organisation by the reader's situation, plus the maintenance hook: new support themes flow in, stale answers get caught
How it works
- Mines the real questions: support tickets, sales objections, search logs — or for changes, the edge cases and the last comparable event's flood — because imagined FAQs answer imagined questions.
- Answers with the direct answer first: yes, no, or the honest 'it depends' with the dependency stated — the evasive answer generates the ticket anyway and spends trust doing it.
- Organises by the reader's situation and vocabulary: their mental model, their words (searchable), not the org chart's taxonomy.
- Installs the loop: new support themes feed in on a cadence, answers carry dates, and the stale ones get caught before they lie.
Example
You: Draft the FAQ for the pricing change before Tuesday's announcement.
Result: The draft worked from the evidence: last change's support flood (archived tickets mined for the real questions), this change's edge cases (annual subscribers mid-term, the discontinued plan's users, the invoice-timing question finance flagged). Twenty-two questions ranked by expected volume; the hard ones answered honestly ('Will my price increase?' — 'Yes, from your next renewal, by X — here is the math and here is what you get' — because the evasive version generates a ticket AND costs the trust), each answer with its next step linked. Organised by reader situation (existing monthly, existing annual, new customers), not by internal billing taxonomy. Post-launch: the predicted flood largely self-served; support's actual volume ran 60% below the last change's, and the two unpredicted questions were added by Thursday's maintenance pass.
Limits — please read
- An FAQ deflects the repetitive; the complex and the emotional still need humans, and the answers link to them honestly.
- Legal-sensitive answers get flagged for review, not improvised.
- If the same question dominates everything, that is a product or copy problem wearing an FAQ costume — it gets said.