For any business offering a service or solution, customer care and client communication are always huge priorities. However, answering the same questions over and over again can quickly become time-consuming and repetitive for tax and accounting firms of all sizes.
FAQs from tax and accounting clients
In any tax and accounting firm, there are numerous frequently asked questions (FAQs) your team will deal with regularly.
Accountants are often asked questions about taxes, such as what records to keep, reporting deadlines, which tax forms to use, and so on. Those in sales may face questions about the cost of your services, the terms and conditions, how to cancel, and which services to sign up for.
While many of these answers depend on the type of client and their business, in a lot of cases, they can be answered with a standard reply.
This makes building an FAQ resource a perfect time-saving goal.
3 ways to manage client FAQs
Here are three different ways you can manage client FAQs in your tax and accounting firm.
1. Create an FAQ page or content hub
Many websites have an FAQ page that clients can read through. This can be a simple, single page, or it can be an in-depth content hub that breaks down all the common questions clients may ask.
2. Compose standardized answers
If you’d rather not just send a link as a response to a question, a more personal touch is to create a series of standardized answers that your team can pop into an email when answering clients. This is how a lot of support chats work because it saves your employees from typing the same solution dozens of times each day.
The good thing about this approach is that you can tailor your answers to the client’s personal situation, if necessary, and it will feel less like a copied-and-pasted reply.
3. Use FAQs as part of your onboarding process
Another thing that accounting firms can do is create a resource specifically for the onboarding process.
Onboarding a new client can be a complicated task, but having a resource that explains the process and provides answers to common questions is a great way to make clients feel more supported.
How to create an FAQ list for your tax and accounting firm
Creating an FAQ list can start simple. You can make a list of FAQs you already know about, but it’s also worth speaking to different teams to get their input as well. Those who work in sales may have different FAQs they come across compared to those working in accounting or payroll.
The next step is deciding how to present the FAQ list. Will it go on the website? Will it be an information hub or a web page? Will it be a simple document that everyone in the firm has on hand? Once you’ve decided, you can start creating the content. Be sure to ask others to review it for clarity and accuracy before you publish it.
Remember to keep your tax and accounting firm’s FAQs updated
Whichever type of FAQ list you choose, you should consider how often to update it. Commonly asked questions may change as your clients’ needs develop, your service changes, or your firm expands.
It’s good practice to revisit your FAQ list regularly to update and add new answers. That way, clients are getting timely information and advice that’s relevant to them today.