[Sohcahtoa82]

> And in emails they put in "We're experiencing a higher-than-usual volume of support requests and we encourage you to look at the FAQ instead".

To be fair, you wouldn't believe the number of people that will send a request to support before looking at the FAQ when the item (and resolution) is in the FAQ.

[scrollaway]

I would :) I also do CS for my company.

I honestly believe almost nobody reads FAQs, and the presence of an item in an FAQ is a symptom of a UX failure somewhere down the line.

[mistermann]

And the inability to find it in the FAQ is itself a failure. It seems like almost no one is even trying, no wonder we tend toward monopolies.