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Customer Service vocabulary · Support Tools & Self-Service

FAQ

Meaning in customer service, with examples

/ˌef eɪ ˈkjuː/abbreviationCore term

In customer service, FAQ means: Frequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.

In Turkish: Sıkça Sorulan Sorular, SSS

How it is used

Used as "the FAQ", "our FAQ page" or "FAQs". Agents often send a link to the FAQ instead of typing a full answer, and teams update it when the same question keeps coming in. It is pronounced as letters (F-A-Q) or as one word, /fæk/.

Example sentences

  1. You'll find the full answer in the FAQ section of our website.

  2. We updated the FAQ after many customers asked about the new delivery fees.

Common collocations

  • FAQ page
  • FAQ section
  • check the FAQs
  • update the FAQ
  • knowledge baseA collection of articles, guides and answers that agents or customers can search to find solutions to common problems.
  • self-serviceWays for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.
  • help deskA team or service, often inside a company or for software products, that answers users' questions and solves their technical problems.
  • chatbotA computer program that answers customer messages automatically, often on a website or messaging app, before or instead of a human agent.

More terms: Support Tools & Self-Service

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