Do you track the frequent asked questions section on your website? I think you should. In fact, I think there should be a constant effort spent on tracking your FAQ section in order to improve your website as well as your product/service.
First off, if a question is asked (clicked) by almost all of your users (over 80%), rather than simply putting the answer up on your website, you should probably look to resolve it entirely. For example, if people keep wondering where the reset button is on your product, you should seriously reconsider the location of the reset button.
Next, if it’s obvious that some questions are more popular than others, you should separate them. Sure, still breaking them down in categories so that they can be browsed easily, but don’t just stop there. Put the questions into different visibility brackets based on their click rate, and sort them accordingly. Never ever use the alphabetic order when it comes to your FAQ — it doesn’t make sense and it shows just how lazy you are.
Your goal should be to answer ALL the questions (and eliminate all the doubts) before they even cross your customer’s mind.
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