Has your website got an FAQ page? If the answer is no, maybe it would be an idea to consider that lack.
Hitwise announced in a recent report that longer search queries are becoming more popular, with 5+ terms in each search query, have increased by 10% in the last 12 months. There are different reasons why this may be so, ranging from more discerning searchers through to the results not bringing back the required information with shorter queries.
An FAQ page may well contain all the information that is being sought by those who are using longer, more detailed or explicit search queries, and there are many now typing in questions, which your FAQ may rank highly on for the answers.
Highly technical FAQs that answer specific product related questions, or which explain in detail how something works (eg software functionality) are niche mini sites that should rank highly if the content is worded carefully and SEOd. More general FAQs, for instance about how to contact your customer service, return a product etc, will tend to get lost in the noise unless you make sure you include your company and product names in the answers or on the FAQ pages.
An FAQ is a great way to include useful content for your site visitors that will also pull in traffic from the search engines. Plus it can relieve the pressure on your human resources and keep your dealings with customers consistent if the answers are all out there on the Net and can be referred to by both staff and customers alike.