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Customer FAQ

Give advisors instant access to approved answers and reduce repeat questions across your support team. Try it in Elium.

Example: Fictional content for illustration purposes

What is your returns policy for online orders over €500?

Product Area
Returns & Refunds
Status
Published
Content Owner
SBSophie Bernard
Last Reviewed
15/01/2026

📋 Context

This question is asked most frequently by customers who purchased large electronics (televisions, laptops, home appliances) through the online store. Volume peaks after the holiday season (January–February) and during promotional periods. The standard 30-day returns window applies, but orders over €500 require a collection appointment rather than a drop-off at store.

✅ Approved answer

You can return any online order over €500 within 30 days of delivery at no additional cost. Because of the item value, we arrange a free collection from your address rather than asking you to bring it to a store. Once we receive the item and confirm its condition, your refund is processed within 5 working days to your original payment method.

📝 Step-by-step process

  1. Confirm the order is within the 30-day returns window (check delivery date in CRM).
  2. Verify the item is in its original packaging. If not, transfer to the exceptions team.
  3. Create a collection request in the logistics portal (Returns > Schedule Collection).
  4. Provide the customer with the collection reference number and estimated pickup date.
  5. Once the item is received at the warehouse, the refund triggers automatically within 5 working days.
This is an example. Create yours in Elium

The Customer FAQ Template helps you build and maintain a library of approved answers your team can find in seconds. Structured, searchable, and always up to date. It's the difference between advisors who improvise and advisors who deliver consistent, accurate responses. Your customers won't know the difference, but your resolution times will.

Category

Customer Success

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What is it?

Product AreaReturns & RefundsStatusPublishedContent OwnerSBSophie BernardLast Reviewed15/01/2026

Who should use this template?

This customer FAQ template is for teams that handle recurring customer questions:

  • Customer Service Managers: ensure advisors across all channels deliver consistent, approved responses

  • Knowledge Managers: maintain a structured, searchable FAQ library that stays current as products and policies evolve

  • L1 Support Advisors: find verified answers instantly during live calls or chat sessions without escalating

  • Training Leads: use FAQ entries as ready-made training material for new hires during onboarding

How to create this template in Elium

  1. Open the Template Builder: Go to your profile menu and select the Template Builder tab, or click “+ Create” and choose “Create a new template”.

  2. Set the scope: Choose an icon, enable the template, and decide whether it applies platform-wide or to specific spaces (e.g. your Customer Service knowledge base only).

  3. Add structured fields: Click “Field” to add metadata: a text field for the question title, a tag field for product or service area (pre-populate with your product categories), a date field for last reviewed, a user field for content owner, and a tag field for status (pre-populate with “Draft”, “Published”, “Under Review”). Mark question title and status as mandatory.

  4. Build the answer structure: Use the “+” button to add content blocks: a text block for context, a text block for the approved answer, a numbered list block for step-by-step guidance, and a link block for related articles. Add placeholder text in each block to guide contributors.

  5. Preview and save: Review the template layout, then save. Advisors can now select it when creating new FAQ entries, and you can apply it to existing content in bulk.

How AI helps

Capture faster. Paste a customer email thread or chat transcript into Elium’s AI. It identifies the core question, drafts an approved answer, and suggests the correct product category, so the knowledge manager reviews rather than writes from scratch.

Retrieve smarter. During a live call, an advisor asks Elium’s AI: “What is our returns policy for orders over 500 EUR placed online?” The AI returns the approved answer from your customer FAQ library. This is your team’s verified response, not a generic internet result.

Why teams use Elium for this

A customer FAQ is only useful when advisors can find the right answer before the customer loses patience. Search must be instant, answers must be current, and the format must be consistent. Elium delivers this: AI-powered search returns the approved answer from a natural question, structured templates keep every FAQ entry in the same format, and review dates flag answers that need refreshing.

Fnac Darty, the leading French electronics and cultural goods retailer with 1,800 customer advisors across 11 call centres, manages over 2,000 procedures and FAQ entries in Elium. First-contact resolution reached 80%, and average call handling time dropped by 10%. Advisors find verified answers instantly, even during seasonal peaks when 200 temporary staff join each site.

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