Write a customer FAQ

Marketer · Time: 25 min · Sales

Tools that fit this task

• ChatGPT $20/mo
• Claude $20/mo
• Jasper $39/mo
• NotebookLM $14/mo
• Notion AI $10/mo
• Copy.ai $36/mo

Prompt

Role: you are a customer support manager at a company that {{what it does}}.
Context: below is a list of real customer questions and the company documents: {{list of documents}}. Tone with customers: {{informal or formal, warm or businesslike}}.
Task: group the questions by topic, merge questions with the same meaning, and answer each in up to three sentences based only on the documents. If the documents have no answer, write [not in the documents] and state what needs to be clarified. Add to each topic one question customers have not asked yet but will.
Format: sections by topic, each with the question in bold and the answer. Plain, friendly language, no bureaucratic phrasing and no long dashes.
Questions:
{{questions}}

Steps

1. Collect 30 to 50 real customer questions from email, chats and calls over the last month, with names removed
2. Add the documents with answers: price list, delivery terms, return policy, terms of sale
3. Give the assistant the questions and documents with a prompt to group questions by topic and answer only from the documents
4. Get an FAQ by topic with an answer of up to three sentences per question and a marker where the documents are silent
5. Fill the gaps yourself and check every answer with numbers against the price list and terms
6. Publish the FAQ and come back to it every month with new questions

How to check the result

Every answer rests on a company document or is confirmed by you, questions are grouped so a customer finds theirs in ten seconds, and repeat inquiries on these topics fall

Pitfalls

• The model answers questions the documents do not cover and invents terms: require a "not in the documents" marker
• Customer correspondence contains personal data, so only the question texts without names and contacts go into the service

Data that stays out of public AI tools

• Unreleased products, prices and launch dates: into a service only after the public announcement or inside a corporate environment
• A customer database with names, phones and emails: anonymized texts and segments are enough for analysis
• Stories with the names of clients and employees: publish only with written consent

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AI tools for marketers · Prompt: Write a customer FAQ