It is well known that good customer service is essential for the success of any business. 95% of consumers believe customer experience is vital for becoming loyal to a company. Unfortunately, a top-notch customer experience requires lots of time and money, which can be challenging for a business to provide.
There are certainly chatbots, support lines, and customer reviews to guide customers toward making a purchase, but one overlooked customer service strategy that is affordable and efficient is the FAQ page.
FAQ pages on company or product websites are one of the most critical and essential parts of the website. Imagine saving hours of sales calls or emails and assisting potential customers in making decisions on their own.
This detailed guide will answer the question of what FAQs are and how they can help your business.
What is an FAQ page?
In a nutshell, an FAQ page is a place to publicly answer all your “frequently asked questions” (FAQs). Frequently asked questions have many sources, like the most common inquiries from customers or questions you anticipate customers will ask.
Here are a few ways FAQ pages are distinct from other pages on your website:
- FAQ pages usually present a question and then briefly respond. For example, “How do I book for a ride?” would be answered with a standard answer that spells out all the steps involved. Often, answers may link off to pages or articles with more information.
- An FAQ page is a wonderful start if you’re prepared to offer self-service options. FAQ pages are beneficial to clients with various needs, can help and it is inexpensive and simple to adopt.
- FAQ pages can help reduce customer service and support loads. By providing common questions and answers, potential and current customers may not need to contact you directly.
- FAQ pages can help convert potential customers. By dispelling any confusion or helping potential customers find the information to help them decide to make a purchase, FAQ pages can aide in a successful purchase.
- While an FAQ is typically considered a simple collection of questions and answers, it can also be a component of a company’s help center. This allows you to create and manage assistance articles as your organization expands. An FAQ can serve as its article inside a knowledge base template, or it can be incorporated into a lengthier series (e.g., “How to get started with my order”). A chatbot can also serve users by answering common questions (FAQs) outside the help center.
Why You Need an FAQ Page For Your Website
It is common for businesses to get the same questions all the time, like “Do you accept credit card payments?” and it can be a hassle.
Online support teams spend a significant amount of time answering the same questions. With a FAQs section, it could’ve saved them hours of their time.
Also, optimizing your FAQ page goes far beyond enhancing the client experience. Keep a FAQ page in mind when creating your website to ensure that it enhances sales rather than diminishing them. So why an FAQ page?
1. Save time
This may be the most obvious argument, but a FAQ page has a clear advantage. The FAQ page not only saves customers time but also staff time. Customers won’t have to wait on the phone for hours for easy answers, and employees won’t have to answer every query individually.
2. Earn trust
Consumers are increasingly cautious of using web-based information as they realize that information is not always accurate. Instead, they now rely on customer reviews, viewing the product via multiple websites, or checking prices online.
By building a detailed FAQ page, you can ensure that clients find the answers they need and continue purchasing on your site.
3. Provides new insights
It is challenging to put yourself in the shoes of a shopper. Some people buy on the spur of the moment, while others do extensive research.
Tracking the clicks on your FAQ page might provide you with previously unknown information about your product or service.
4. Drive internal pageviews
If you want your FAQ to be incredibly detailed, which it should be, you can provide links to resources within your FAQ that will allow your consumers to learn more.
Whether you link to a more detailed blog or a product description, this content will let buyers get the entire picture before buying a product.
5. Prevent negative reviews
Negative reviews usually contain problems that could have been avoided. For example, issues with return policies can be avoided by including a detailed FAQ section that covers how extended returns will take and how refunds are processed. Rather than forwarding them to a support number, direct them to the FAQs. They’ll be relieved to find an answer and avoid making the phone call.
FAQ Pages vs. Knowledge Bases
FAQ and knowledge base pages are not the same, though they can be confusing. FAQs store specific questions and answers, while knowledge bases include general sequential information. They can be found on one or a few pages with questions and answers, whereas a knowledge base is a centralized repository that can contain FAQs, articles with solutions to customer problems, how-to guides, video tutorials, and definition lists.
FAQs frequently address questions about customer service, including:
- How do I track my order?
- What is your return policy?
- When will I get my refund?
Knowledge bases typically include step-by-step guides and articles on using a product or service. For example:
- Getting Started
- Payments and Billing
Best Practices for Creating FAQ Pages
It is essential to consider the following procedures whether you already have a FAQ page but think it could offer more value or you’re trying to develop a new FAQ resource for your website.
1. Plan to Maintain Your FAQs
You must ensure that your FAQ material reflects that the questions from your audience will change regularly. This will be informed by information from Google Search Console (GSC), on-site search behavior, and more significant industry trends.
2. Look Outside of Your Company Database
Although your data is excellent for serving your current clientele, there are frequently numerous layers of FAQs to address. You can utilize free resources like Answer the Public, Google Trends, rival websites, and more to find answers to more general questions.
3. Structuring FAQs
You should think carefully about how you arrange your website and each FAQ to make various content accessible to users and search engines. Consider expanding on-click wording to make answers to detailed FAQs clear and straightforward to utilize.
4. Use Data to Refine & Improve
FAQ pages lose their significance over time and rapidly become outdated. Make sure you test website modifications and continually improve everything from headlines and clickable page components to new data-driven content additions and calls to action.
Items necessary for creating FAQ pages
1. Questions that go to Customer Service
Including commonly asked questions on a website is essential, even though it could seem obvious given the few references that have previously been made. The way you position your responses is vital. Even if the inquiry has a negative meaning, write your questions from the consumer’s viewpoint and make the answer positive.
2. Key Selling Points
The best location to collect information that educates clients about your company, its products, and major selling points is on your FAQ page. A customer will look for reasons why your product is superior to a competitor’s in the same manner that they will look for answers to their inquiries.
3. Speak to Objections
It is vital to address the objections from buyers even though they are frequently asked. You should create a page that addresses FAQs to help close the sale because many questions will often arise during the buying process.
The customer will require encouragement to move on to the next phase after their questions have been addressed. They will probably buy the product or schedule an appointment if there is a call to action on the FAQ page, where they learn about the product and their objections.
Examples of the Best FAQ Pages
You can draw inspiration from our selection of 6 best-in-class FAQ pages from various industries when designing your FAQ page. The top FAQ pages for 2022 are listed below:
On its FAQ page, ActiveCampaign strives for simplicity. The page is simple and shows their most frequently asked questions, each with a dropdown answer that may be selected. The responses are concise and direct. Users won’t have to spend much time seeking solutions. On a single page, everything is shown in detail.
The Whatfix FAQ page is straightforward to navigate. First, elegant dropdown menus are used to categorize questions. Then, by selecting the relevant link, which directs you to a different page with in-depth answers, you can read all questions under that category. Additionally, a search box is located at the top of the page to assist users in finding the precise information they need.
Users will have the easiest time navigating Spotify’s FAQ page. Users can locate themselves and return to the Spotify Community Knowledge Base by using the placemarks located beneath the search bar. In addition, you can discover category-specific icons and questions that connect to articles with answers throughout the page.
Twitter offers several FAQ sections in its knowledge base that are devoted to particular subjects, such as Troubleshooting & FAQs and Verification. The most frequently asked questions are listed on Twitter’s New User FAQ page and are nicely categorized into sections like “Replies” and “Direct Messages” in the sidebar.
They also have a sleek and aesthetically attractive search bar that lowers down and directs users to articles in their knowledge base to assist customers in navigating this section and finding precise answers.
The best word to describe Microsoft’s FAQ website is “clean.” The only categories on the landing page are “Windows” and “Office,” which have plus signs. Upon clicking the drop-down menu, a list of inquiries is displayed.
One FAQ page that doesn’t need a search bar is Shopify’s FAQ page. Visitors may not even need to search their questions because there are just 14 total queries. To view all questions and answers on one page, scroll down or pick one of the four themes on the left.
Optimizing Your FAQ Page for SEO
FAQ pages can be a win-win because they give your prospects the much-needed information while improving your search engine performance. These pages also help visitors become your clients. But note that you still want to add valuable and exciting information to optimize these pages.
Here are some tips for optimizing your question-and-answer pages for search.
1. Format Questions for Featured Snippets
Featured Snippets are helpful on search result pages and provide fast answers to common queries. They can be used to increase the traffic to a website.
To ensure they get picked up more often, ask questions in a similar manner as they would on search results; that way, they will be seen as informative.
In your search, you should also look at the Featured Snippet in case Google has prepared an answer. Use that as inspiration, and try creating your list-based solution if one is present.
2. Use Header Tags to Organize Your FAQ Categories
When optimizing your FAQ page, use header tags like H1, H2, and H3 to categorize the queries into relevant FAQs and improve comprehension for search engines. Doing so will also improve your search performance as seen in this example from Adobe.
There are categories such as “General FAQ” and “FAQ by plan” on the frequently asked questions page to make the text more accessible for search engines. In addition, including sections like “Basics” can help with SEO by including more information about different topics.
3. Add Links to Your Content
You should include links in your responses. Links can help site visitors find more information on the page and show search engines how content relates to other pages on the site.
4. Apply FAQ Schema
Using FAQ schema on your website can help with search engine visibility and more optimization for a mobile searcher. This would have the effect of someone conducting a voice search receiving your response directly when they’re searching.
Here’s an example of a rich result:
5. Monitor and Maintain Your FAQ Page
Constantly seek new ways to create high-quality FAQ pages. Remember to check your SEO efficiency regularly to see if and when adjustments need to be made.
6. Easily Add FAQs to WordPress with Kadence Blocks
A well-made FAQ page can allow you to take care of customer service requests and maintain your position as a knowledgeable leader in your industry. In addition, FAQs are essential for improving customer service and streamlining the user experience.
Therefore, creating a FAQ page that will fulfill these requirements is worthwhile. We hope you will use this guide to create your FAQ page to give your clients the necessary answers they desire.
Kristen has been writing tutorials to help WordPress users since 2011. As marketing director here at iThemes, she’s dedicated to helping you find the best ways to build, manage, and maintain effective WordPress websites. Kristen also enjoys journaling (check out her side project, The Transformation Year!), hiking and camping, step aerobics, cooking, and daily adventures with her family, hoping to live a more present life.