How to Create a Great FAQ Page for Your Website
With online marketing the norm for most small businesses looking to expand their horizons, it's crucial that your company and website find a way to stand out from the crowd online in an increasingly competitive marketplace.
Frequently Asked Question pages, or ‘FAQs’, are a common way of underlining key points and summaries, and should serve as a great cornerstone for any website design project, whether you're starting from scratch, or giving existing company websites an informational overhaul.
An essential resource for you and your customers if you have just created a website, an effectively written question and answer page is not just a great marketing strategy, but a terrific way of focusing your customer support efforts.
To provide visitors with the best possible experience when they arrive at your site, make sure you've done your homework, with relevant and researched pages that will answer all their questions.
Need some inspiration to get started on creating your own quality FAQ pages? The website building team at Kommand have put together a few essential tips to help set you on your way.
1. User-Friendly Design Wins Every Time
Nothing puts a customer off more quickly than a poorly designed website. As online users become increasingly impatient, you have just seconds to capture and maintain a visitor's interest, so good web design and user-friendly navigation is key to ensure all important click-through rates. You should take this into consideration when designing an FAQ page. If your business has a lot of potential queries it may be beneficial to break the topics into categories in separate drop downs from your menu.
If you are however adding many pages and extended information to your website, ensure your content is correctly categorized so users can find solutions to their queries promptly. Ensure ongoing maintenance of your site, keeping an eye out for broken links and missing pages. Customers are likely to leave your site altogether if they hit upon a broken page, so ensure basic hitches like this are not an issue.
2. Keep It Simple
Get customers to the information they're after more quickly than ever, with clear and concise language, and pared-back page design for easy reading. Don't alienate your readers with overly long questions, or answers, and always write with the terms and phrases they are most likely to be using.
3. Accessible for Everyone
It's important to strike the right note with visitors, so feel free to carry your tone of voice through to your FAQs and information pages, but always ensure your text is accessible enough to cater to as wide an audience as possible. Don’t use jargon, and steer away from terminology that is too specialised. Colloquialisms and slang terms are a definite no-no unless absolutely relevant to your brand or service.
4. Stimulate With Visuals
Engaging visuals can help make a page. Depending on your exact industry, they might even be an absolute must for the bare minimum of information your customer base expects. Great for capturing attention on a busy page, imagery and videos can help navigate visitors through complicated explanations and advanced concepts with ease. For even more refined customer support, businesses can upload thorough responses and extended answers as videos, delivering key information in completely accessible formats for everyone. In some instances a video can explain an answer more effectively than a large chunk of text.
5. Focus on Commonly Asked Questions
Every opinion matters, but not every question needs a home on your answer pages. If you've done your homework, you'll have a good idea of expectations of customers arriving to your site, and know the most commonly asked questions potential customers are likely to ask. These are the queries that can swamp customer support inboxes, so shave hours of your administration hours by providing insightful responses to the questions most customers will ask first. If you are just starting out then it can be beneficial to ask customers the kinds of questions they have.
6. Contact Details and Correspondence
Sometimes, however thorough and informative your FAQs, some visitors to your site will still have further questions. The last thing you want from an FAQ page is one which does not answer the question and the visitor has no obvious way to contact you. To maintain engagement and ensure conversions, give contact details prominence on your page(s), and ensure all correspondence is monitored and replied to. If you've already established a Q&A taxonomy, refer visitors to specific email addresses and departments for answers to their questions. If you notice that you are receiving a certain question often then you can add it to your list of FAQs.
FAQs: Yes or No?
A well designed FAQ page can benefit your website's SEO and can help improve your customer service. However it is not appropriate for every business. If you are struggling to find questions to put on an FAQ page or don't have important information to relay to your customer then you should reconsider whether your business really requires one. If you can successfully answer common questions on your homepage then an FAQ page may not be for your business.
However for many businesses, not just Ecommerce websites, an FAQ page can be a great way to organise important information about your business or service.