Can FAQs be included in my script?
Yes. Basic FAQs are generally programmed during your trial period. When operators have key information at their disposal, they can better represent your business. This can also free up more of your time so that you don't need to return every call the service receives. However, please keep in mind that including too many FAQs, or FAQs that are lengthy or with complex industry-specific language, can be a detriment as it will take the operators time to find the correct question and answer.
After accessing your FAQs in our system, the operators will scroll through to look for questions that match keywords mentioned by your callers. Therefore, when writing FAQs, it's a good idea to:
- Keep your questions short and keyword-rich.
- Ensure that your answers are written in such a way that someone who does not know the ins and outs of your industry can easily follow the language.
SAS Advanced Service
On the Advanced platform, FAQs can be found by logging in to your portal, clicking the Scripts tab from the left-side menu, and then clicking the script name that you'd like to view. FAQs can also be added to your account at any time by following the instructions in this tutorial.