Form · Customer success
FAQ form template
Put it at the bottom of your help pages to catch the questions they miss. It records where people looked first and how much the gap is holding them up, asks what was confusing when an answer existed but didn't help, and only asks for an email when someone wants a personal reply.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Couldn't find what you were looking for? Ask here and we'll use it to improve our answers.
What question couldn't you find an answer to?
Which area is it about?
Where did you look before asking?
Did you find anything close?
Which page was it, and what didn't make sense?
How much is this holding you up?
Would you like a personal reply as well?
Where should we send it?
Ends with
Thanks for asking 💡
The flow
Where each answer leads. Every route here is editable once the form is yours.
Long text
Dropdown
Multi select
Single select
Long text
Opinion scale
Yes / No
What this template uses
- Long text
- Dropdown
- Multi select
- Single select
- Opinion scale
- Yes / No
- 5 branches
Questions to consider
- Which help pages will link to this form, and should each link pass the page name as a hidden field?
- Do the areas in the dropdown match the sections of your help center?
- Who turns new questions into FAQ entries, and how often do they review them?
- Can your team promise a personal reply, or should this form only collect questions?
How to use the responses
Group the questions by area each week and look for the same question asked in different words. Anyone marked as stuck deserves a reply first. When people say they found an answer but it was confusing, fix that page before writing a new one, and borrow their wording for the page title so the next person finds it.
How to customize and share it
- 1Rename the areas in the dropdown to match the sections of your help center.
- 2Remove the reply questions if you only want to collect questions, not answer them one by one.
- 3Embed the form at the bottom of your FAQ and help pages, where people land when they're stuck.
Frequently asked questions
What is an FAQ form?
A form that collects the questions people couldn't find answered in your FAQ or help pages. It shows you which answers are missing and how customers phrase their questions.
Where should I put an FAQ form?
At the bottom of your FAQ and help articles, where someone who didn't find an answer is already looking. You can embed it on the page or link to it.
How do I turn submitted questions into FAQ entries?
Group questions by area, pick the ones asked most or marked as blocking, and write the answer using the customer's own words in the heading.