The quality and consistency of information within online help channels is the key to successful customer care. In my experience, there are common mistakes businesses make with digital content that lets them and their customers down.

In my blog so far this year I’ve been tackling the topic of how content ads value to businesses. I now want to share some real-life examples of how bad content can eat away at profits by incurring huge cost to the business.

Frequently asked questions or FAQs are a fictitious back-and-forth conversation with an ‘inexperienced’ person and a ‘knowledgeable’ person.