FAQ (frequently asked questions) software allows your company to answer frequent customer questions in a self-serve, efficient manner. Every company has questions they regularly get from customers (as well as those really weird ones). Instead of letting answers remain in a vacuum, use an FAQ service to share that knowledge with your customers.

Providing customers with an FAQ section through a company knowledge base or help center allows them to find answers to common questions — directly from you. When it comes to your company’s help center options, FAQ software does a lot of heavy lifting. (FAQs, like, totally work out.)

To make the most of your FAQ opportunities, you need to know exactly what your customers are asking. That’s where we come in. (Cue: Superhero music) Zendesk helps you tally which articles customers are visiting and commenting on most, giving you everything you need to decide what information to include in FAQs. Knowledge is power, and FAQ software is a powerful customer service addition for any company. (Especially yours. But don’t tell the others.)

A self-serve FAQ software solution

Give your customers what they want. No matter how great your team is, many customers prefer to find the answers to their questions without calling a customer service agent.






Zendesk FAQシステム、ソフトウェアを使用した、カメラメーカーObscura社のヘルプセンターの例です。



Begin by thinking about your customers’ most frequently asked questions. Make sure to check all potential platforms: tickets, phone calls, blog comments, Twitter, live events, etc. Whether it’s routine for your team or brand new, it’s important to regularly track these questions and identify which ones can be answered easily through a knowledge base article. To build the best FAQ section, track which content your customers are utilizing in your help center. Meet your customers where they are.


  • スタイルガイドを策定し、品質と一貫性を保てるよう管理する。
  • 専門部署がFAQ記事の文章を確認・承認する。
  • 文章を短くし、簡単に読めるようにする。​
  • 顧客が理解できないような業界用語や専門用語を使用しない。略称を使用する場合は、定義を付け加える。


Zendesk makes it possible to improve your customers' self-service experiences and reduce support requests. Our knowledge management software helps you keep track of what customers are asking, including which articles they’re reading and commenting on, which means you have everything you need for those sweet FAQs. If you think that's great, combine Zendesk knowledge base software with Zendesk customer service analytics, and you can easily show management the impact self-service options have on your business. Like we said, our job is to make you look good.