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Professional content for FAQs

If a picture is worth a 1,000 words, then a video is worth 1,000,000.

Go from this:

Boring FAQ - All Text

Example of a poorly designed FAQ – all text, long, boring

To this:

How to add agent in call forwarding?

Engaging FAQ Content – Silent Movie

Top 5 types of media used for customer communication.

1. Text
2. Images
3. Silent motion images or GIFs
4. Audio – (generally phone communications)
5. Videos

Most people would assume that videos are better for communication – they carry more information – body language, emotions in voice, and meaning in words. This is generally correct, while it’s also true that we humans have a narrow bandwidth at any given moment to absorb content. We get overwhelmed easily when too much information is made available. Effective communication requires us to follow the KISS principle. Keep It Simple, Stupid.  Only use the minimum needed to convey a message.

Depending on the context, it may be more appropriate to use only text.

The experts at Hungry Hamster understand the limitations and benefits of the various mediums. We have analyzed thousands of customer communication modes and design solutions that reduce customer service calls by 50-90%. We analyze every FAQ and choose the appropriate medium to communicate with your customers.

Below we provide examples of Hungry Hamster solutions for FAQs to effectively communicate with customers.

1. Show procedures on your website with GIFs

To make the procedure instructions easy to follow, we create GIFs optimized for customer communication.

Many companies that come to us have written procedures in their FAQs such as the one in the example below:

Sony Driver Update FAQ

Driver Update for USB Charging with a Windows 8.1 PC

Below is an example of a play and pause business GIF for one of Hungry Hamster’s clients.

FAQ Question: How do I add an agent in call forwarding in Super Receptionist?

2. Reply to customer emails with small file size embeddable gifs

We have designed customer communication gifs that can be viewed directly in an email. Below is a video example of how to embed them in email:

3. Sometimes videos are the only choice to explain answers fully

Gifs are generally effective when steps are well-defined (such as clicking on a tab) and there aren’t too many steps to follow. Videos work better when the steps of the procedure are subjective (such as “turn the knob only a bit”) and thus need to be seen, and the actions need to be accompanied by some explanation. Also, videos work better when there are many features or long, convoluted steps to follow.

4. Visual content is to enhance text and images, not to replace them

In many FAQ questions, vocalization and on-screen actions are not needed but rather add confusion. That’s because the steps are rather straightforward and are the only option on the website. For such questions, it is best to use either text or a combination of text and images.

– Bryan Meyer

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