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What is DocFAQ?
Good websites often have a question and answer section. DocFAQ is an easy, web-based way to create a Frequently Asked Questions (FAQ) section for your website. DocFaq offers simple FAQ creation, but is no longer supported by its developers. Learn about alternative FAQ scripts, plugins and software below.
Have questions you need addressed on your website about products or services? An FAQ section saves you time and provides an important service for your website’s visitors. FAQ sections are especially helpful if you need to let customers know about privacy and return policies, complicated services that need explanation or essential systems in a clear format.
You can also use this section to gather together basic information such as hours of operation, lists of services, and payment options. An FAQ section lets your customers know you are aware of their concerns and address them in a direct manner. This section can be created manually or done automatically with a program like DocFAQ
Elements of an FAQ Section
The size of your FAQ section is often not as important as the quality. Your questions can be created by administrators or can be actual customer questions. Good FAQ pages usually contain:
• Useful questions that answer essential information. Your FAQ section should not just be a dumping ground for information from your website. Customers should be able to find useful information to answer their most pressing questions in this section. Also, be sure not add questions just for the sake of filling up space. This is respectful of your customer’s time.
• A clear format that is easy to read or skim. Highlight your questions so they stand out. Then make sure your body text is in clear sentences and short paragraphs. This structure facilitates customers in easily finding pertinent information. Realize that some visitors will read through your entire site while others will skim for the information they want.
• Easy to understand language which is clear to your customers. If you use language that is particular to your product or profession, you may confuse visitors who are unfamiliar with those terms. An FAQ section should not produce more questions than it answers. Use understandable language when possible. If you need to use complex language, provide definitions as well.
• Organize and categorize your questions, especially for longer FAQ sections. Questions should be ordered so that they flow logically. Group questions according to type or order of importance to your customer and put them in categories. Searching through a lengthy list of questions gets frustrating so make sure you add a search feature which links to your FAQs.
Following is an example of a good FAQ question:
A: How do I change my password?
-Q: If you have forgotten your password, click on the link below the password box that says Forgot Password?
-If you would like to reset an existing password, go to settings, select Change Password (second from the top) and you will see a screen to enter your existing password and new preferred password.
-If you have any additional questions, click on the customer service box in the right hand corner of this page.
Having your FAQ section generated automatically helps you respond to your customers efficiently. Instead of answering customer questions individually, you create a system for your customers to get answers while you focus on other areas of your website or business.
DocFAQ is no longer available through its original developers, though some hosting companies do still offer it. Although the application is simple to install and use, there is no technical support available. If you have any questions about using DocFAQ you would have to find other current users who know how to assist you.
There are a few more current options that create FAQs for you such as FAQMasterFlex, Nanorep, and phpMyFAQ. Each of these options have different features.
FAQMasterFlex is a straightforward program that provides a nice format for website visitors to use your FAQ. You manage this program by simply entering questions and answers into your own field boxes. The program allows visitors to click on each question to reveal the answers. One big advantage is that the program is easy to use and yet still provides a professional look. Because it downloads in smaller files it won’t overwhelm each visitor’s server.
Another FAQ program, Nanorep for example, is a dynamic FAQ creation tool designed for a website with chat and ticket agents available to answer questions. It combines what your agents answers with what customers ask. You set up Nanorep, then have it import information from your website and previous FAQ section. One nice feature of Nanorep is that it can personalize answers.
phpMyFAQ is multilingual and can be used for big or small FAQs. It is user and group based so that all of those with access to your FAQ can contribute. This option is better suited to an open community where you would want many contributors helping to ask questions and provide answers. The advantage of a community created program like this one is the community also provides support. It is not well suited to individual businesses or small organizations.
A different option is a plugin. Some web creator programs (such as WordPress) provide an FAQ plugin to make that section for you. Having any kind of FAQ section helps customers feel they are getting answers to their questions which in turn helps your business.