How To Build An FAQ Page
Frequently Asked Questions pages (FAQ pages) play an important role in delivering a great customer experience. They are designed to anticipate user needs and provide quick answers without the need for contacting customer support. As more people turn to the internet for information, FAQ pages have grown beyond simple question and answer lists- they’ve become a central part of any well-designed website. If you are looking to re-vamp your FAQ page or start one from scratch, here are some tips to help you make it the best it can be.
What Is An FAQ Page?
An FAQ page is a page on your website dedicated to answering the most common questions your customers and website visitors have. This can range from shipping times, company policies, how to contact support, or anything else that visitors would be curious about. FAQ pages are not About Us pages (it’s best to save your company story and how you got started for your About Us page), but they are both important for building trust and connecting with your audience. FAQ pages make it easy to answer common questions without overwhelming your customer service team.
How To Create An FAQ Page:
Identify Common Questions
If your business is not brand-new, chances are you’ve already had customers reach out to ask you questions. Take a look back at what questions have been asked regularly, and use those to start your FAQ page. The questions your customers ask will be based on your industry and the services you offer, so make sure to personalize them to your specific business.
Be Clear
When answering FAQ’s, make sure that your answers are clear and concise. You don’t want to leave your audience feeling confused or frustrated after they think they are getting an answer. Make your answers sound conversational, like you are answering a question a friend asked you, to ensure that you are being clear. While you still want to maintain an air of professionalism, your FAQ’s should be broken down as simply as possible. Consider adding photos or videos for extra information on certain questions, if applicable.
Make Your FAQ Page Easy To Find
There is nothing more frustrating than having a simple question and not being able to find the answer. Your FAQ page is supposed to help eliminate some of that frustration, so make sure it is easy to find. If customers have to hunt for the page to find their answers, they are likely to give up and move on to one of your competitors. Having it linked at the bottom of your homepage as well as having it as an option on a drop-down menu at the top of your page makes it easy for visitors to find what they are looking for.
Offer Additional Contact Information:
In case your website visitor cannot find the answer to their question on your FAQ page, make it easy for them to get in contact with your customer service team. Additional contact information can be posed as an FAQ question (“How do I get in contact with a customer service representative?”) or simply listed as a “Contact Us” option underneath your FAQ’s.
Creating or refreshing your FAQ page can take a bit of trial and error, but keep it simple and informative for the best results. Keep your FAQ page updated as you find new common questions or outgrow old ones.
