Create a FAQ from the questions customers keep asking

Customers keep asking the same handful of questions, and every time someone new answers one, the wording is a little different, and it’s a little different from what’s actually true. A written FAQ fixes both: same answer every time, and an answer someone actually checked.

Do this

1. Gather real questions, in the words customers actually use, not your paraphrase of them.
2. Ask for a grouped, drafted FAQ, using the prompt below.
3. Separate approved facts from draft wording. The facts (pricing, policy, how something works) need a real check against your actual current policy. The wording is just phrasing, easy to fix later.
4. Get the facts checked by whoever owns them before publishing, even if the wording looks polished and confident.

Here are real customer questions, emails, or chat excerpts:
[paste them, in the customers' own words where possible]

Group these by what the customer is actually trying to accomplish,
not by surface wording (two differently worded questions about the
same underlying thing belong together).

For each group:
1. A clear question, phrased the way a customer would search for it
2. A draft answer

Mark any answer that states a policy, price, or process fact as
"NEEDS FACT CHECK", since you don't know our current actual policy.

Check this before you trust it

• Every answer marked “needs fact check,” without exception. It doesn’t know your actual current pricing, policy, or process; every factual claim is a draft to verify, not a fact to publish.
• Whether the grouping actually matches how customers search or ask, not just how you’d organize it internally.
• Tone. An FAQ answer that sounds evasive or overly formal undercuts the point of having one; read each answer as a customer would.

If it goes wrong

A drafted answer states a policy confidently and it’s wrong. This will happen, since it’s working from general knowledge or your rough description, not your actual current terms. That’s exactly what the fact-check flag is for; never skip it because an answer reads convincingly.

The FAQ ends up too long to be useful. Cut anything that’s a one-off question rather than a recurring one. An FAQ that tries to answer everything becomes as hard to scan as no FAQ at all.

Customers keep asking a question that’s technically answered on the page. That usually means the phrasing doesn’t match how they’re actually asking it. Rework the question wording to match their language, not yours.

Two answers turn out to contradict each other once fact-checked. That’s a real policy inconsistency worth resolving before publishing anything, not just a wording fix.