Include space for live support options.

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 […]

What are common unknown downstream costs?

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 […]