Customers Keep Asking the Same Questions? Here Is a Fix
It is the fifth time this week that someone asked whether you ship abroad, how to change an order or what your opening hours are. Each answer takes a minute, but together they eat hours, and you still wonder why the answer is not on the site. The fix has two halves: answer the repeat questions automatically from your own pages, and use the questions you could not answer as a list of what to write next. This guide shows both.
Step 1: Write down the five questions you answer most
Do not guess. Open your inbox, your messages and your notes from the last month and count. Write down the five questions you answered most often, each in the customer's own words. Add the exact answer you gave. If you have a spreadsheet of past support tickets or chats, keep it: you can use it to test the chat in step 3.
Step 2: Put the answers where the chat can read them
The chat can only answer from what it can read. Make sure each of the five answers is written on your site, for example on a shipping, returns or contact page, or add it as a document or text. Then create your chat, add your website and let it read your pages. When a page lacks a clear answer, write it once, in plain words. For answers that must never vary, such as prices and refund rules, add a saved answer so the chat sends your wording exactly.
Step 3: Check it on questions you really got
Before visitors see it, ask the chat your five questions in the test chat. Then go further: upload past tickets or chats as a CSV file, and OneType answers each question as it would today. You see how many it would answer with sources, how many it would pass to a person and how many your content does not cover. Only the question column is read, in your browser, and emails, phone numbers and card numbers are masked. The results are kept for 30 days, then erased. Your plan sets how many replays you can run a month and how many questions each one can hold. Fix the gaps, then add the chat to your site with one script tag.
Step 4: Read the grouped unanswered questions
After a week of real visitors, open the unanswered questions. OneType collects the questions the chat held back on, plus the ones visitors rated as not answering, wrong or outdated. It groups them by meaning, so "Do you ship to Canada?" and "Can I order from Toronto?" show up as one gap with a count, the most asked first. For each group you see a representative question and up to three examples of how visitors phrased it. You do not need to read every conversation: this list is your content plan.
Step 5: Fix the content once and the next visitor gets it
For each group, click Answer, write the answer and save. It becomes a saved answer, live at once, and the group is marked resolved. Or update the page on your site and let the chat read it again. If a group is not worth answering, for example because it is off-topic, dismiss it and it leaves the list. Owners and admins can answer and dismiss groups, and everyone on the team can see them. A few minutes a week is enough: the list gets shorter, and so does the pile of repeat messages.
Stop repeating yourself
See how missed questions turn into answers: unanswered questions in OneType, or start free.