The Help Centre module in Chatmyer is designed to help businesses educate and support their customers right from the widget. One of the most impactful ways to use it is by creating FAQ articles that target common sales and pre-purchase concerns — the kind of questions that customers often ask before buying.

These questions usually include:

• “Do you offer free shipping?”

• “What is your return or refund policy?”

• “Can I modify or cancel my order after placing it?”

• “Is there a size guide for your products?”

• “How secure is the payment process?”

Instead of answering these over and over via chat or ticketing, you can provide answers upfront, directly inside your Help Centre.

Step-by-Step Guide to Writing Pre-Sales FAQ Articles

1. Gather the Most Asked Questions

Review your past chats, emails, and tickets. Talk to your support and sales team — they’ll know what customers ask before purchasing.

2. Write in a Conversational Tone

Avoid technical jargon. Keep it simple and natural — as if you’re speaking directly to the customer. Use clear headings and bullet points for quick readability.

3. Be Transparent and Honest

Don’t sugarcoat your policies. If you don’t accept returns on certain items, say it clearly. Transparency builds trust and minimizes conflict.

4. Use Internal Links Where Necessary

If you have detailed policies elsewhere, link them in the FAQ for users who want to explore further. Chatmyer allows linking directly within the Help Centre articles.

5. Organize by Category

Divide questions into categories such as:

• Shipping & Delivery

• Orders & Payments

• Returns & Refunds

• Product Info

• Discounts & Offers

This makes it easier for visitors to find what they’re looking for inside the widget.

6. Keep It Updated

Outdated information can lead to confusion and loss of trust. Make sure to revisit and revise your FAQ articles regularly, especially during sales, promotions, or policy changes.

How It Helps Your Business

• Boosts Conversions: Shoppers with clear answers are more likely to complete their purchase.

• Reduces Live Chat & Ticket Load: Fewer repetitive questions for your support team.

• Improves User Experience: Customers get instant, self-service answers directly from the widget.

• Increases Brand Trust: Reliable and consistent communication builds customer confidence.

Final Tip:

Use analytics (available in Chatmyer) to track which FAQ articles are viewed the most — this will help you identify what content to expand or optimize.