In this post, we’ll explain how to create an excellent FAQ page for your
business’s website, so that customers will never be unsure of what your business offers, how your checkout process works, or anything else that’s important.
7 Steps to Creating a FAQ Page:
1. Keep it Simple
To start, you must write content to include on your business’s FAQ page. While it may seem daunting to think of every question a customer could ask, you should focus solely on popular questions that you receive; it doesn’t have to include every possible question.
2. Ask Your Employees for Help
To ensure that your FAQ page includes relevant content, ask your customer service or sales representatives to provide a list of common customer questions. You can keep this list in Google Docs or in a folder on your shared drive that’s accessible to your entire company, so that any employee can add new question suggestions when they come across them.
3. Organize the Page by Sections
Once you’ve received suggestions from your employees, review the document and identify common themes. For example, you can put questions together in categories such as shipping and handling, general questions, company mission, employment opportunities, return policies, and subscription information, just to name a few. Having organized sections will help your customers quickly find the information they’re looking for, without having to waste time reading every question.
4. Write the Content
After all questions are written and organized, you should start writing the answers portion of the page. Use language that’s easy to understand and don’t provide responses that are too technical.
Shopify suggests framing all answers in a positive way, even if the question is about a shortcoming in your product or business. In addition, you should include other resources when possible, such as adding provide helpful links or images within your answers so customers who want more information will know where to find it.
5. Make the Page Easy to Navigate
FAQ pages should be easy to navigate. Commonly, FAQ pages have a list of topics and customers can click on that topic to see a list of questions. Then, they can select a particular question to view the answer. This accordion way of revealing information is especially helpful for a mobile user because space is limited.
6. Include a Search Bar
Including a search bar is imperative if you’re answering a significant amount of questions. Your customers are likely looking for the answer to a specific question and a search bar will help them find the answer quickly.
7. Ensure the Page is Visible
There’s no point in creating a FAQ page if no one can find it. Many business owners include their FAQ page in the footer, but some retailers feature it in the header or main menu. If you’re frequently getting calls about simple information, you could try moving the FAQ page to the header and see if your call volume lowers. Regardless, it must be easily accessible.
Conclusion
FAQ pages are critical for every business website. Consumers have a plethora of options and they’ll purchase from another business if they can’t find the information they need on your website. By creating a detailed FAQ page, you’re putting the customer at ease and saving money because your customer service team will have fewer questions to answer.