Three Reasons to read Support FAQs

Credit: Photo by Firmbee.com on Unsplash

Reason #1: Support pages shine light on your research blind spots

Good support pages often have top topics or questions, covering common questions from customers.

  • List pricing: Pricing is a signal of transparency (deeper dive in reason #2). I’ve encountered companies where FX pricing is neither on the website or in the contracts, and have viewed that as a signal to ask detailed questions about fees.
  • Why” questions, like “Why [insert a problem common to the industry]?”. For example, why was my card declined, why did KYC fail, why did crypto not reach my wallet address?

Reason #2: Support pages demonstrate transparency levels

Transparency is important. Here are a couple of topics I scrutinize.

  • Regulatory/compliance: For regulated industries, I look for pages on licensing, regulation and supported businesses (or conversely “prohibited businesses”). If a company says they have X license in Y country, I cross check on the country list of licenses, or if the country’s regulator has published notices on that company. I’ve noticed that some companies assert that they are regulatory compliant (especially verbally), but when I check regulator/licensing authority pages — they’re not in it. Trust, but verify.

Reason #3: Support pages shows you how much the company invests in their customer support.

I check how much content there is (roughly) and how recently it’s been updated for top topics. Some scenarios could be:

Final thoughts

It’s reassuring when support FAQs have clear answers to common problems. No one expects a business to be perfect (customer support is hard). The point is assessing if the business is invested in providing sensible answers to common questions.

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Celine Wee

Celine Wee

Musings are my own: a collection of learnings from Payments, Go To Market, Web3, Biz Ops across Stripe, Coinbase, Twitter