The best apps are often those written to solve a need shared by their developer, as this means they can fully appreciate the problem they are trying to solve. “FAQ” is one such app, and was designed to answer user support questions quickly and efficiently (or for any other situation where you might want the elements you need to compose emails right at your fingertips.)
Since its original release at the beginning of the year, we have handled a fair bit of user support for our popular “MailShot Pro” group email app, and I like to think that the way we have done so has contributed to the reputation, and probably the review scores, that we have gained in that time. We try to treat each customer as an individual. Each enquiry reveals differing levels of supporting information, and user expertise, or asks a slightly different combination of questions, so we wouldn’t feel entirely happy just sending out a stock reply. But we also found that we are also repeating ourselves a lot, and doing far too much typing on our iPhone and iPad keyboards.
FAQ makes customer support much less repetitive. You use it to hold answers to all the most common questions you receive, along with reusable elements like opening and closing phrases, and supplemental information you might need (including images or web links). The items you select can be quickly combined into a response, ready to mail out, or copied to the clipboard, ready to paste back into a reply.
FAQ can also be used in many other situations where you may need to repeat information to customers, colleagues or pupils- such as warnings and disclaimers, instructions for finding your offices, stating office hours etc.
UPDATE: This New video walks you through using FAQ for your customer support, and shows you it in action!