FAQ pages are intended as an initial support option for customers looking for an immediate answer to a quick question or problem. It shouldn’t replace your knowledge base or your entire support team, but rather supplement your support channels as an additional, lightweight resource.

When customers do have questions that extend beyond the range of your FAQ page, you should have options available that directly connect them with your support team. You could add a link that opens a new support ticket or even just list your call center’s phone number at the bottom of the page. The idea is that customers shouldn’t have to navigate back to your home page just to locate your company’s email or phone number.

You’ve likely been told the purchase costs, but don’t forget to include what’s needed in the future. How about training? What about enhancements? Support? Do you get all future version improvements for free, or what are those costs? It’s important to look several years down the road to understand the overall costs involved so you receive a proper return on investment.

At Rockton, we try to make our downstream costs super simple. We have an optional maintenance plan that sells annually at 20% of the software price, and it includes almost everything: unlimited support, all upgrades, and all enhancements. Because our products are so simple to use, training is rarely needed.