Customer service deals with standard questions every day. For this reason, they are the perfect department to develop a frequently asked questions page (FAQ).
An FAQ section is the best solution for answering simple questions, and it saves time for both the customer and the employee since contacting support would be unnecessary. Customers who prefer to do things independently benefit from that, for an FAQ sheet will give them the independence they want. Besides improving your customer's experience, FAQ also increases a company's online visibility on Google and other search engines. It can also boost sales because people will have basic information to make a decision.
Customer service reps can keep track of the simple questions and complaints they get daily, especially those with quick answers, to write into an FAQ page.
For employees doing chat support, importing the answers to frequent questions into the chat tool as canned messages is a great idea to ensure quick responses.