# Create a FAQ from the questions customers keep asking A draft FAQ organized by what customers are actually trying to do, with the approved facts kept separate from the draft wording. **Time:** 10 minutes **What you'll have when you're done:** A draft FAQ organized by customer intent. ---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. ---

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