Do You Capitalize on FAQs?

​Lindsey Hefta: Enhance your customers’ experience and gather valuable feedback for content marketing. 

by Lindsey Hefta, Director of Marketing 

Does your credit union capitalize on commonly asked questions?

Many times, your front-line staff including customer service representatives and lenders are asked similar questions by many new and repeating customers time and time again. What are you doing with that knowledge – anything?

You should be.

How? There are many ways, including: blog posts, social media posts, how-to or FAQ tutorial videos, writing for better SEO return on your website, a separate FAQ page, pod casts, printed handouts, and more…

Not only are frequently asked questions a great way to improve your customer’s experience both in-house and online for your credit union, it is a great way to produce and provide valuable feedback surrounding a product or service that you offer – content marketing.

Providing quick information is a great way to provide value to your current members as well as your potential members. Not only will you come across as a trusted expert in that area(s), but you are helping them make decisions, reducing their time to get answers to simple questions, reducing their stress, and improving their overall experience – all while potentially increasing your online visibility, establishing your credit union as a knowledgeable source, and ultimately converting on additional customers or, at the very least, building a better relationship with your current members.

Where do you start? Use your team. Research. Find out what those FAQs are and how often they are repeated. Put yourself in your customer’s shoes to figure out what questions they might experience. Pick a few questions that keep rising to the top. Decide the best course of action(s) for your credit union on how to capitalize on these questions. Format the content and answers for easy consumption. Carry that out.

If you are ready to use FAQs to drive a better member experience, but are still not sure where to start – contact me today!
 
 
 

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