Identify the repeat questions
Ask your team to keep a list of questions they answer frequently for a few weeks. Common examples include how to upload documents, when returns will be done, what a specific form is, and how billing works.
Draft answers with AI
Give AI each question along with your firm's actual policies, and ask for a short, friendly answer. Review every answer for accuracy, especially anything involving tax rules or deadlines.
Where to use the answers
- A client FAQ page on your website
- Email templates for staff
- Client portal help sections
- New client onboarding materials
Keep answers general
FAQ answers should explain processes and general information, not give specific tax advice. Encourage clients to contact the firm for questions about their situation.
Update regularly
Tax rules and firm processes change. Review the answer library before each busy season and use AI to help revise answers quickly.
Train staff to use it
Make sure everyone knows where the answers are stored and encourage them to suggest new questions as they come up.
Measure the impact
Notice whether repetitive emails and calls decrease. Even a small reduction during busy season can make a big difference in workload and stress for your team.
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