What is a FAQ page and why do you need one?
As a business owner, you're trying your best to help customers as much as possible. But you're probably not a customer service expert. As much as you want to provide excellent customer service, being able to answer every question a customer may have might be an impossible task, especially when you're busy running your company. Therefore, creating a FAQ page is a brilliant way of helping your customers quickly find the answers they need. However, not all FAQ pages are created equal – and some companies have created overly complicated ones. Unproductive FAQ pages frustrate people who visit them and don't answer any questions.
Let's take a look at what you can do to ensure that your new FAQ page is the one people gain value from.
Find your most commonly asked questions. You can easily access a wealth of data if you have a ticket system. If your customers reach out through email or direct messaging, review the inquiries to identify the most commonly asked questions and use those for inspiration.
Keep your answers short. Once you've identified the main questions, it's time to create content and answer these questions. Aim for concise, informative responses, as your customers don't want to be overwhelmed by paragraphs of text. Try to answer each question in a simple and clear way.
Always keep your page updated. If one question gets asked repeatedly, you can add it to the top of the list so that new customers immediately see it. You could also create hyperlinks in other areas of your website that lead back to your FAQ page, so they don't have to search for it again. You'll get a lot of questions, and you should always be working on keeping your FAQ page up to date.
Don't be afraid to include links. Include links on your FAQ page, making it easier for customers to find what they need.
Use categories. Use categories to organize your FAQ page. Include topics like "Product Questions," "Shipping Questions," and so on. This way, if someone has a general question about your business, they can see all the answers in one place without having to scroll through each section individually.
Ideally, your FAQ page should be able to answer your customers' most common questions and support their interaction with your website. It may seem like a lot of work when first starting – especially if you've never created a FAQ page. But the bottom line is that people will go elsewhere to get their questions answered if you don't have a solid FAQ page. And that could potentially cost your business. So, it makes sense to make it a priority to set one up ASAP.
If creating a customer-centered, solution based and supportive experience is your top priority, we can help! Fill out the form and we will get back to you as soon as possible.