what do you do if you received the question from visitor but those question already have the answer in the FAQ page??
1. answer it again
2. tell them to take a look at FAQ
or anyone have another choice?
thank
zhai

We get this all the time. I'm sure all hosts do.

Personally, I do both of your options. I tell them the answer straight-out in the e-mail, and also suggest they have a look at our handy-dandy FAQ (and provide the link, of course) for any future questions.

I find it a good compromise, since you don't want to come off badly on your customer service ("Geez, all this stuff is in the FAQ, what are you bothering me for?") yet steers them toward the information you already have in place so they don't bug you again about this kind of thing.

However, we do have the occasional customer that keeps bugging us for dumb questions. We answer them, because we appreciate their business, and keep advising them that there are resources to conveniently answer their frequently asked questions. Hopefully they'll wise up.

The first time I asked a question from the faq, I got a very nice email explaining what the faq is for, and a copy/paste of the relevant question.

It was done so smoothly, very tactifully and I was impressed.

I now read all faqs carefully :)


Lats...

I often answer that type of question with a cut'n'paste of the answer from the FAQ (after making sure the question they are asking really is the same one as in the FAQ - sometimes the question is only "similar to" and not really the same) followed by, "as found in our FAQ at http://....." or "as found in our announcement at http://.....".

In other words, I answer the question, but tell them where I got the answer.

It's similar to when someone asks me a question about their script (script related - not a server issue) that is beyond my knowledge. Instead of just answering, "This is a script issue. Don't waste my time.", I'll take 20 seconds to look for a tutorial to point them to.

In other words, I would rather make this mistake of being overly helpful than not helpful enough.

Generally we will answer the question, but provide a link to the FAQ for reference and ask the client to check there before contacting us the next time they need help.

I paste the answer from the FAQ and then add "For future reference, this question is answered in our FAQ at ...".

And then I bill them for support.

Just kidding.

I say "Look you stupid idiot - you're wasting my time asking me questions that are already in the freakin' FAQ. Next time, RTFM!"

:D :D :D

Just kidding. I do what everyone else does - politely answer their question and point them to the FAQ.

--Tina

Originally posted by AffordableHost
I say "Look you stupid idiot - you're wasting my time asking me questions that are already in the freakin' FAQ. Next time, RTFM!"

:D :D :D

Just kidding. I do what everyone else does - politely answer their question and point them to the FAQ.

--Tina

LOL yeah more than once I've actually TYPED "read the f***ing manual you moron!", only to backspace and answer it nicely....

Wonder what'll happen if I press the send accidentally one of these days....

thank for all
i got a good tactic now
thank again
zhai

Back when i used to own ADEHost (and when ADEHost had a FAQ :D), i actually *got* an inquiry from an idiot who asked and reconfirmed around 35 FAQs! You can imagine I spent an hour reconfirming all it said. Thank God I don't host any more :D :D :D

Nothing, just simply answer it again and act as if you never published the FAQ page. Believe it or not, a lot of people asking these questions know there is FAQ and come from that page but they are just too lazy to read it or something. So, you just answer it for them and say it is in the FAQ page.

I would always just answer any question.......
While some things are in the faq, some people just need reassurance, and there are a lot of people that are very busy and would not have time to read through FAQ's.........

Funny thing / sad thing about FAQ's

Nobody likes to use them.

I just finished installing a new control panel and I have to remake all the FAQ's

I think it will take me at least 1 year to have a reliable one.
so I'm commited to working ono it and at the same time helping the control panel people improve the user manual. ( i'm not the sharpest tool in the shead so I always need details )

Tina (from AffordableHost), your's happens to be the best I've seen, I think you have spent at least 2 years working on it if not more. I consider yours to be a piece of "hosting art" and the communication skill associated with it are wonderful.

mike

Have a look at this page:

http://www.nameroute.com/contact.html

Since we implemented this we have not had a single enquiry on any of the listed subjects.

Gordon