WEBVTT 00:00.050 --> 00:05.510 So now that you've got live chat all set up in this lecture in order to improve your customer service, 00:05.510 --> 00:09.590 I want to introduce you to an opportunity that you're almost certainly familiar with. 00:09.590 --> 00:15.320 And although it's an opportunity which is very simple and very powerful, it's also often overlooked. 00:15.320 --> 00:16.760 So what am I talking about? 00:16.760 --> 00:22.190 Well, I'm talking about setting up a frequently asked questions page, normally, of course, referred 00:22.190 --> 00:24.470 to simply as an FAQ. 00:24.470 --> 00:29.600 And to set it up, you can see that I'm already over here on online store and pages, so I just need 00:29.600 --> 00:35.900 to click on add page and then give it a title, which of course is going to be frequently asked questions. 00:35.900 --> 00:37.220 So that's the easy bit. 00:37.220 --> 00:38.630 But what about the content? 00:38.630 --> 00:41.720 What about the frequently asked questions themselves? 00:41.720 --> 00:45.830 Well, the good news here is that this page will actually build itself. 00:45.830 --> 00:47.780 And so let me explain. 00:47.780 --> 00:52.730 As your business develops, you're going to see that your customers are going to ask you the same questions 00:52.730 --> 00:54.410 over and over again. 00:54.410 --> 00:58.250 And when they do, that's your opportunity to come back to this page. 00:58.250 --> 01:02.060 Add the question that's always getting asked, the frequently asked question. 01:02.060 --> 01:04.130 And of course, provide an answer. 01:04.130 --> 01:10.700 And by doing that, within 2 or 3 months, you'll probably have around ten FAQs followed by some very 01:10.700 --> 01:12.080 informative answers. 01:12.080 --> 01:15.590 And that's where the simple and powerful part comes in. 01:15.590 --> 01:21.260 Because when visitors come to your store, they will go to your FAQ page, and when they see that, 01:21.260 --> 01:26.990 you're able to answer the majority of questions with really great answers, it's yet another really 01:26.990 --> 01:30.170 great step forward in building that all important trust. 01:30.200 --> 01:35.090 Now, I also said that it's an opportunity that's often overlooked, and that's because while I see 01:35.120 --> 01:41.750 FAQ pages being used extensively on really big e-commerce sites for smaller businesses, for smaller 01:41.750 --> 01:45.890 stores like ours, store owners for whatever reason, tend to ignore them. 01:45.890 --> 01:47.210 They don't create them. 01:47.210 --> 01:52.220 And given that it really only takes a couple of seconds to set it up in the first place, and then after 01:52.220 --> 01:55.340 that, as I described, the content really builds itself. 01:55.340 --> 01:58.970 It is definitely an opportunity that you want to take advantage of. 01:58.970 --> 02:02.690 So I strongly advise you to create an FAQ page. 02:02.690 --> 02:08.420 And so with that said, and the beginnings of my FAQ page set up, I'm going to come up here and simply 02:08.420 --> 02:09.230 save. 02:09.710 --> 02:12.860 And then I want to make a change to my top menu. 02:12.860 --> 02:18.920 So going back to the site of course at the moment I have contact, but what I would prefer to do is 02:18.920 --> 02:20.930 to change that to customer service. 02:20.930 --> 02:25.250 And then under customer service have contact us and FAQ. 02:25.250 --> 02:31.070 And while I appreciate that's only a small change, it is an important one because by writing customer 02:31.070 --> 02:35.000 service at the top of my store, it says that I'm here to help. 02:35.000 --> 02:37.670 Okay, so let's actually go ahead and make that happen. 02:37.670 --> 02:43.250 So going back to admin we go down to navigation and straight to the main menu. 02:43.250 --> 02:49.100 I'll scroll down a little bit and add a new menu item, which of course is going to be customer service. 02:49.100 --> 02:52.280 And I'll link that to my Contact Us page. 02:52.280 --> 02:58.940 Click on add and then let me just collapse the little Our blog submenu to make it easier to see. 02:58.940 --> 03:05.030 Because what we now want to do is to move customer service up to underneath our blog, and then slightly 03:05.030 --> 03:08.720 indent contact so that it sits below customer service itself. 03:08.720 --> 03:12.740 I'm also then going to make a small change because I want it to read contact us. 03:12.740 --> 03:14.480 So let's just click on edit. 03:14.480 --> 03:18.770 I'll type in us and simply click on Apply Changes. 03:18.770 --> 03:20.120 So that's that done. 03:20.120 --> 03:23.000 And then of course I want to add in my FAQ. 03:23.000 --> 03:24.650 So clicking on add menu item. 03:24.650 --> 03:33.380 Once again I will put in FAQ and then of course link it to my newly created Frequently Asked Questions 03:33.380 --> 03:34.130 page. 03:34.130 --> 03:39.260 And now when I save and go back to the site and refresh. 03:39.260 --> 03:45.290 Now of course I see customer service and underneath customer service I've got Contact Us and FAQ. 03:45.440 --> 03:50.570 And so with those two pages, in combination with the live chat that you've now set up, you really 03:50.570 --> 03:54.080 have taken customer service to a whole new level.