[nithyad]

One is to add categories and the other idea is to have a good search. Your customers will look up the FAQ when they have a need and probably not right when they start using the service.

A good 2 minute video will be helpful if you want your customers to have an immediate understanding of your service.

[benrmatthews]

Thanks - break up into sections, good search to aid results, and an overview video as a starting point. Is there any advatage in using services like Get Satisfaction, or better to have your own FAQ / ask a question page?

[nithyad]

Non-savvy users usually look for a FAQ or a 'Contact us' page in case they have questions about the service. You can have a Get Satisfaction widget too for the savvy ones to offer feedback.