TAP TAP GO
Start with incoming questions
Review enquiries, demonstration notes and support conversations for recurring questions. Group similar issues and choose wording a customer would recognise. Avoid using the format to repeat promotional statements disguised as questions. A useful answer explains scope, conditions or the next step. If the answer depends on the customer’s situation, say which information is needed rather than offering a universal promise.
Give each answer an owner
Assign responsibility for maintaining factual answers and review them when the product or process changes. Link to a deeper resource when a short answer would omit important context. Keep the most decision-relevant questions easy to find. If an answer repeatedly leads to more confusion, revise the explanation or the underlying process. The FAQ should reduce uncertainty, not simply reduce the number of people who contact you.
Hypothetical example
A hypothetical business receives repeated questions about who maintains team profiles. Its FAQ explains the administrator’s role, employee editing boundaries and how changes are requested. That answer is more useful than a generic question asking why the product is innovative.
Make it practical.
Use this checklist as you read. Checks are not stored.Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.
