So now that you've got live chat all set up in this lecture in order to improve your customer service,
I want to introduce you to an opportunity that you're almost certainly familiar with.
And although it's an opportunity which is very simple and very powerful, it's also often overlooked.
So what am I talking about?
Well, I'm talking about setting up a frequently asked questions page, normally, of course, referred
to simply as an FAQ.
And to set it up, you can see that I'm already over here on online store and pages, so I just need
to click on add page and then give it a title, which of course is going to be frequently asked questions.
So that's the easy bit.
But what about the content?
What about the frequently asked questions themselves?
Well, the good news here is that this page will actually build itself.
And so let me explain.
As your business develops, you're going to see that your customers are going to ask you the same questions
over and over again.
And when they do, that's your opportunity to come back to this page.
Add the question that's always getting asked, the frequently asked question.
And of course, provide an answer.
And by doing that, within 2 or 3 months, you'll probably have around ten FAQs followed by some very
informative answers.
And that's where the simple and powerful part comes in.
Because when visitors come to your store, they will go to your FAQ page, and when they see that,
you're able to answer the majority of questions with really great answers, it's yet another really
great step forward in building that all important trust.
Now, I also said that it's an opportunity that's often overlooked, and that's because while I see
FAQ pages being used extensively on really big e-commerce sites for smaller businesses, for smaller
stores like ours, store owners for whatever reason, tend to ignore them.
They don't create them.
And given that it really only takes a couple of seconds to set it up in the first place, and then after
that, as I described, the content really builds itself.
It is definitely an opportunity that you want to take advantage of.
So I strongly advise you to create an FAQ page.
And so with that said, and the beginnings of my FAQ page set up, I'm going to come up here and simply
save.
And then I want to make a change to my top menu.
So going back to the site of course at the moment I have contact, but what I would prefer to do is
to change that to customer service.
And then under customer service have contact us and FAQ.
And while I appreciate that's only a small change, it is an important one because by writing customer
service at the top of my store, it says that I'm here to help.
Okay, so let's actually go ahead and make that happen.
So going back to admin we go down to navigation and straight to the main menu.
I'll scroll down a little bit and add a new menu item, which of course is going to be customer service.
And I'll link that to my Contact Us page.
Click on add and then let me just collapse the little Our blog submenu to make it easier to see.
Because what we now want to do is to move customer service up to underneath our blog, and then slightly
indent contact so that it sits below customer service itself.
I'm also then going to make a small change because I want it to read contact us.
So let's just click on edit.
I'll type in us and simply click on Apply Changes.
So that's that done.
And then of course I want to add in my FAQ.
So clicking on add menu item.
Once again I will put in FAQ and then of course link it to my newly created Frequently Asked Questions
page.
And now when I save and go back to the site and refresh.
Now of course I see customer service and underneath customer service I've got Contact Us and FAQ.
And so with those two pages, in combination with the live chat that you've now set up, you really
have taken customer service to a whole new level.