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How to Create an FAQ Page
It’s actually not as difficult as it may sound if you know what your customers are asking about most. Your page can, and honestly should, be simple, so you don’t need to be incredibly design heavy with it.
Just follow these simple steps to build an FAQ page that will serve your customers well.
1. Collect All of Your Frequently Asked Questions In One Place.
A common mistake companies make is build a list of questions that they think customers/prospects want answers for. That often ends in a useless page.
Collect actual questions from your customers via surveys, recorded service calls, and asking your customer service reps what issues come up the most frequently.
You can also collect info from your sales department to understand what common questions your prospects are asking once they contact sales.
Your page will then be full of information relevant to your customers & prospects needs.
2. Provide a Clear Answer to Each Question.
This seems kind of obvious, but it's crucial that you structure your FAQ answers well. This is the page that your customers are going to look for to find solutions to their problems. They'll expect actionable answers to their questions.
Your answers should be concise, digestible, and accurate. The goal is to answer that specific question and avoid any extraneous details.
If they're not clear, then your customers are going to wind up calling your service reps anyway, making the point of your FAQ a moot point.
3. Implement Some Sort of Navigation.
Whether it be a table of contents with jump links or collapsible windows, you should always offer your customers some way of easily navigating the page.
Let's be honest, no one wants to scroll a million times to find the one relevant question you're looking for.
By providing a navigation system, you can keep your page clean and organized.
4. Place the Page Where Customers Can Access It Easily.
Calling back to where you should place your FAQ, make sure you do your research on where makes the most sense for both your website and your customers.
There really isn't a reason for you to hide the page, especially not if you have a complex product or service.
Make the FAQ button obvious or easy to locate on your website. You can even place links throughout your website on appropriate pages if your site is large enough to warrant it.
5. Monitor and Update the Page As Necessary.
After the page has gone live, you should analyze its usefulness regularly to find out if you need to optimize it or not.
Track user traffic, session times, and if there's a decrease in service tickets or not. Are your service reps noticing a difference in what customers are calling about? Have they experienced a decrease in frequently asked questions?
As you gather metrics, optimize and update your page as necessary. Maybe you need to add some new questions or perhaps you need to place the link somewhere customers can access it easier.
It's always smarter to adapt and pivot to meet your customers' needs rather than remain static and unhelpful.
Common FAQ Page Questions
Even though you'll definitely have some questions specific to your brand, products, services, pricing, and more, there are still some pretty standard ones that everyone experiences.
They fall under different categories too, so it all depends on your industry.