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FAQ from Support Tickets

Track last 100 support tickets — top 20 repeats = your FAQ page.

50 min Intermediate

Goal

Turn support load into FAQ that resolves 60-70% before reaching team.

Steps

1

Collect last 100 tickets (email/chat/CRM).

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Expected Outcome

Immediate

You have FAQ answering 80% of Qs.

Evidence base

School: Customer Service / Self-Service Theory

Founders: Bill Price · David Jaffe (2008)

Price (Amazon's 1st VP of Customer Service) & Jaffe — The Best Service is No Service (2008); "eliminate need for support" approach.

Frequently asked questions

How long does "FAQ from Support Tickets" take?

This exercise takes about 50 minutes, practiced solo in a Action format.

When will I notice the effect of "FAQ from Support Tickets"?

You have FAQ answering 80% of Qs. In the short term: In a month, ticket volume drops 40-60%.

Is "FAQ from Support Tickets" evidence-based?

Yes — it draws on Customer Service / Self-Service Theory (Bill Price, David Jaffe (2008)). Price (Amazon's 1st VP of Customer Service) & Jaffe — The Best Service is No Service (2008); "eliminate need for support" approach.

Is "FAQ from Support Tickets" suitable for beginners?

Its difficulty level is: Intermediate. No external tools required — it can be practiced directly inside the app.

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