A customer support expert with a technology background, Angelo Valle has valuable experience in a high-growth Saas environment with a focus on end-users or clients. He specializes in onboarding, assists to improve user interfaces and client retention and has strong knowledge in HTML, CSS and Hubspot CRM. Angelo Valle has previously held customer support positions that focus on guiding clients to solve various product issues.
One of the best ways of enhancing customer support is establishing a Self-service portal or Frequently Asked Question (FAQ) section. Nowadays, more customers are opting to use self-service options before getting in touch with customer care representatives. An FAQ page or section builds customer trust as it proves the vendor understands the challenges their customers face and knows how to offer solutions. FAQs improve customer service as they answer common questions which saves time and money by reducing the number of repetitive calls and emails to customer support teams.
To have an effective FAQ, it is key for product developers to consult with their customer service team to have a clear understanding of client needs and the type of challenges they experience while using a system. Using this information, it is easy to establish FAQs as well as document areas that need improvement. In addition, it’s a good strategy to analyze emails to identify issues customers often experience and make a list of common questions. This is an excellent strategy of gathering information for a self-service portal that will save customers time and enable them to quickly find answers to common product issues.
About Angelo Valle 