Reducing repetitive customer emails
Most support inboxes hold two kinds of email: questions answered a hundred times before, and questions that genuinely need a person. The goal is not fewer emails. It is an inbox with only the second kind.
The sequence
- Collect a week of incoming questions. Group them. The repeats are usually under twenty distinct questions.
- Write the answers down once, in one document. Plain sentences, current facts.
- Make that document askable: a chat page grounded in it, linked where customers already look, on your site and in your email signature.
- Let the questions the document cannot answer come to you by email, with the visitor's contact.
Why this holds up
- The repeat questions get instant answers at any hour.
- The unanswered ones arrive as a list of what to document next.
- Nothing is invented on your behalf, because the assistant is limited to what you wrote.
FAQ Plus is the askable-document part: upload the document, share the chat page, keep the real questions.