You might be quite proud of your technical support for customers. You might have good people available, who can respond with the right answer either immediately or within an impressively quick timeframe.
But there’s another way of looking at this: what if every call to customer support represents a failure? If you had every answer to every problem available to every customer, they wouldn’t need any support. And 40% of customers prefer ‘self service’ to human contact.
Don’t forget, many businesses have terrible customer support, and that may influence customer expectations if they haven’t been in touch before. Many of us simply expect customer service to be rubbish by default.
An FAQ page, with video and whatever else is necessary, can not only save time and resources at your end, but also keep customers happier.