An FAQ page or Frequently Asked Questions page, is a section with a list of common or regular asked questions asked by customers and their answers or solutions. The list relates to a specific subject and provides necessary information for users or visitors to a site. Topics in the FAQ may vary from product or service usage, business hours to prices, and more depending on the business type.
Is FAQ important for a business? Yes, it is. With the help of FAQ, visitors and users of a website can quickly get answers or information needed without wasting time researching or calling customer care. On the other hand, the company or business will save used to answer calls and messages since the number of questions from clients and interested visitors will have decreased.
So, what do you consider while writing the FAQ page? What will push you to write an FAQ? The number one reason for writing an FAQ page satisfies your customers or visitors to your website. It is thus essential to look at the commonly asked questions from your customers. The business world is full of competition, and therefore it is appropriate to check on your competitors’ websites to have a general understanding of commonly asked questions. This is how you can write the best FAQ page for your business while considering the following.
- The type of your business
- Frequently asked questions
- Targeted market
Make FAQ your Page Title
A page with FAQ as the heading is easy to find. Clients and visitors to a website are likely to frequently visit if they can easily find answers to their questions. Being specific allows the client or visitor to know what to see on the page.
Use simple language
For a visitor or client to visit the FAQ page, they already have questions that need answers. Therefore, it will be inconsiderate to have them go back to the dictionary to decipher the meaning of words used in the FAQ section. Using simple language makes it easier for customers to go through the questions and answers, thus saving time. It is, therefore, appropriate to understand your customers by asking the following questions.
- What is the background of your customers?
- How old are they?
- How often are the questions?
Use Question and Answer format
Questions are what your clients and page visitors seek. Answers are what you need to give them, which is another better way to do that than aligning clients’ questions with proper solutions? Clients and website visitors would probably prefer searching for their exact answers instead of reading the words’ volume. The questions ought to be general to cover a wide range of clients. The easier it is to get solutions for clients and visitors, the more traffic you get for your business website. Each question should have a specific answer.
Subsequently, you can include a space for a live support option for questions you might have left out. A live support option would allow you to get more questions to add to your FAQ page.
Keep your answers short
Who would want to read long paragraphs for simple questions? Clients and website visitors prefer Simple short answers compared to long, complicated explanations. This will be understandable. Quick answers save time. A client or visitor can smoothly go through as many questions and answers as possible. Besides being short, the answers should be specific to the questions.
Avoid linking a question to a different page
How disappointing is it for a client to scroll down a list looking for an answer only to find a link redirecting them to another page for an answer? Clients and website visitors often have more than one question. Customers’ solutions are like goods that a client needs, and sending a client to a different page is equal to sending them to another shop or store. Furthermore, linking an answer to a separate page diverts customer’s attention to contents on the page. A client is, therefore, likely to lose interest in the remaining questions. Answering a question in full makes it easy for a client or guest to move from one problem to another.
Create a skimming option
With the ability to skim through a set of questions, a client or page visitor will easily select a specific question. This saves a lot of time, which in other cases, the client would have used perusing through all questions. A customer reading your FAQ can be interested in the product or service you offer and is looking to answer their question. However, this does not guarantee the client’s commitment to go through the entire questions and answers page. A different section with questions only created above the full questions and answer section gives the client ample time while looking for specific questions. Also, the FAQ page is designed so that clients or visitors only see the questions, and answers are only visible to the client after clicking on the question.
The FAQ page is an essential part of a business website or page. Thorough research on questions asked by clients will enable you to avoid leaving out important questions. Have complete knowledge of your business and clients to write appropriate questions and answers. Do light research on your competitors; the study will enlighten you on competitors’ strengths and weaknesses, allowing you to correct your mistakes. In case the company or business has a help center or customer care, getting questions asked by clients from the help center would provide perfect questions for the FAQ page.
The Benefits Of An FAQPage For Your Business
Are you just starting your business venture? Or better yet, looking to grow your already established business? An FAQ Page sounds like the solution you are looking for.
An FAQ Page is a collection of frequently asked questions or concerns raised by customers/prospects about the services provided by your business. It can be thought of as an automated customer service system where all the customer needs to do is select an FAQ and have the answer, which has been previously arranged into the system, pop up and give them the information they need. Having an FAQ Page today is especially important now that businesses are being done online and hence the need for some profile building.
Wondering what good an FAQ Page will do your business? You need not wonder anymore:
Minimize Repetitive Customer Enquiries
As the name suggests, FAQs tend to come up very often. The lack of a page to address these concerns would mean that this traffic is directed to the business’s customer service wing. The staff members here will have the disadvantage of going through the same questions over and over again, offering the very same responses to more than a dozen customers, and repeating the same process for as long as the business is running and accepting new customers or courting new prospects. Consequently, this would cause a stall in other matters requiring their attention since they would have to attend to each inquiry one by one personally. This would significantly double their workload, undoubtedly causing a stir in the work environment and failure to give adequate attention to questions requiring a much more detailed approach. Therefore, having an FAQ Page does not just reduce workload; it provides customer service operators enough time to focus on more specialized cases and subsequently gives everyone satisfaction.
Help Understand Customers Better
Before setting up an FAQ Page, one needs to have studied the customers’ trends over time. By doing this, you get to understand what most of your customers ask as soon as they get to your business site, you get hints as to where they think your business needs to up the game and whether they find your services satisfactory. This kind of knowledge is beneficial in improving your business and scaling greater heights. Continually updating your FAQ Page keeps you up to date with your customer’s concerns and gives you an upper hand in exactly providing what they need. When your customer feels understood, they are satisfied, and a customer’s satisfaction always means excellent business.
Easy Site Navigation
A perfectly designed FAQ Page makes your business website easier to navigate and makes it easier for customers to get what they are looking for. This can be done by creating clickable questions that open to reveal answers and hyper-linking questions to the relevant products or pages within your website. This guarantees you are returning customers since people appreciate an easy-to-visit business website that leaves them with excellent results under record time and answers most of their questions simultaneously.
Helps Build Trust With The Customer
One of the keys behind having a business successfully grow is trust. Customers feel more secure doing business with a credible establishment. Having an FAQ Page that exhaustively addresses both the positives and negatives of your business gives the customer the impression that you are trustworthy enough. This is because most companies go out of their way to make sure only positive inquiries make it to their FAQ Pages, denying the customer a look into the business’s negative aspects and whether they can handle it. Once your customer trusts your business, they are most likely to become loyal. Not only that, they could refer their friends and acquaintances to you and hence contribute to your growth by providing a reliable market.
Saves Customer Time
An organized FAQ Page provides all the information about a business website in one place. This saves the customer the need to go website by website, collecting information about you when they could get it on one page. It is essential to consider what the customer wants to know about you when creating an FAQ Page. Include all relevant information from your business’s name, the services or products offered, the amount charged, the hours you are available, the mode of payment, and whether or not you have an opening for new clients. This will help them decide from the very start whether they are interested in your business or whether they should keep searching. In this way, you have saved both the customer’s time and yours too.
Establish Your Business As An Expert
Having a well detailed FAQ Page leads the customer to conclude that you are an expert in your business field. This especially comes when they ask a question about your business and are provided with excellent information. It shows how well you understand your products and services, and therefore many customers would feel safe in your hands as the expert in what they need. You become their first choice in preference to your competitor since they believe you more capable of dealing with their concerns.
Why FAQ is Necessary to Website Visitors and Users
The following are the reason as to why the FAQ page is necessary for your site customers/users:
- It provides the user/customer and the potential user/customer with the necessary information to decide the matter in question—an example about buying a product or service.
- It improves the user/customer experience when interacting with the website due to the ease with which it is located.
- It saves time on the user’s/customer’s side as he/she needs only to visit the page and get the required information instead of contacting customer service.
- It creates confidence in the user/customer when deciding as he/she has been imparted the necessary information required.
- A website draws traffic away from the customer service/care as the users/customers with similar queries will be directed to that page.
- It reduces workload from the customer service group giving ample time to solve complicated queries for customers/users.
- It relieves customer service, enabling them to work at their optimum on other tasks.
In conclusion, it is essential to note that these benefits only apply to a perfectly structured FAQ Page that is readily accessible, comprehensive, and anticipates customer behavior. A poorly designed FAQ Page will not only dissuade customers from engaging with you again, but it will also make your business lose its credibility. Therefore, it is clear how vital FAQ Pages are and what they could make to your business website or profile. As it has been repeatedly pointed out above, remember, the key to an excellent business is a satisfied customer.