FAQ, which is also known as frequently-asked-questions, addresses anything your current clients or potential customers might ask. A good FAQ website will contain all things regarding your product or service. In this article, we will be covering the basics on what you need to know about having an FAQ page, when to utilize it, what the benefits are to having one, how to write one, as well as examples of some of the best websites that have FAQs built into their website.
About Us Page vs. FAQ Page
You might be wondering, are FAQs the same as the About Us pages you see on a website? Not really. While an About Us page gives readers a background story of your brand, an FAQ page will address common customer concerns formatted in a question and answer style.
When Is It Appropriate to Use an FAQ Page?
Not all companies choose to include FAQs in their website, but if your customers are coming to you for help regarding the same problems time and time again, you might want to establish one immediately. The good news is, it is actually quite simple to build one into your website. You won’t need to hire fancy web developers as long as you choose the right template.
At Strikingly, there are numerous templates to choose from that will make structuring your FAQ page a joy to actually implement. You won’t even need to learn how to code as Strikingly’s simple blog feature is all it takes to get your page up and running (let’s be honest, who has the time to do learn a whole new technical language, anyway?) Not to mention, the designs in which to set up your page in are really cute as well.
This also reduces the need to hire a separate staff just to answer concerns that may be easily resolved. If you also plan on increasing the number of quality content on your website, having a webpage of knowledge can be a great resource to refer to every now and then.
5 Reasons to Write an FAQ Page
If not solely because they are useful in answering a variety of questions directly on your website, here are some more reasons why you should get to it ASAP:
Reason #1: It reduces customer frustration
Since obtaining information has become easier these days, a slight delay in resolution can make your customers irritated. Living in a society of instant gratification, people are becoming more impatient. This means companies need to go the extra mile by providing the highest level of service. If customers can’t find answers to simple questions, you can bet that they will be more likely to jump ship and look elsewhere.
Reason #2: You’d gain customer loyalty
By formatting your FAQ page so that it makes it easier for clients to navigate, you will earn their trust and prevent negative reviews as it also shows that you understand their possible pain points and are willing to address them should these occur.
Reason #3: It can make you money
If you structure your page well, your FAQ page can be a great avenue for conversion. Optimizing this resource drives traffic from both new and old customers. Make sure to input keyword gaps to make the most out of your page.
Reason #4: It saves you time
Instead of having to answer numerous clients with different concerns, they can just look at your FAQ page. This will allow you to work on other parts of the website that have more pressing concerns.
Reason #5: It can improve SEO rankings
By optimizing your FAQs to include keywords that you can link to other pages within your website, this is turn can drive more traffic to your website and boost SEO rankings.
3 Tips on How to Write FAQs
Tip #1: Make sure that your FAQ pages contain all the necessary information.
You might ask, well, how would I know which questions to include and what to write in my FAQ? The simple answer is to talk to your customers as often as possible. By doing this, not only will it delight your customers, but they’re going to give you the most immediate and actionable steps you would need to address. You’re going to get insights as to what they think about when they visit your page.
Don’t forget to check reviews as well and gather as much testimonials as you can. If they’re positive, great! You can add these as social proof that what you have to offer is good. And when they’re not so stellar, then you would know what to improve upon. Hidden in these reviews are also answers to common fears, questions, and perceived risks that they may have in your FAQs in the first place.
Tip #2: Choose your FAQ templates wisely.
Think about the structure your business would need. If you’re just starting out and you have fewer products to offer, you might want to consider a simple minimalistic template with little to no added decoration. You can also opt to create a text page from scratch (but why would you, if you can try out one for free).
Tip #3: Take note of your FAQ page design.
The look of your page can make or break the purpose of what it is you’re trying to deliver. FAQ formats depend on whether you want to take the traditional question and answe approach, or perhaps you want to take the more modern development of FAQs guides, which are particularly used for video games. This is more commonly know as a game “walkthrough”. If your needs fit this, you would need multi-pages as opposed to a single FAQ page.
Tip #4: Answer questions as clear and concise as possible. But if you need something more in depth, consider creating a knowledge base instead. This allows for a more extensive resource that may not be covered in your FAQ page.
Tip #5: Keep updating as necessary.
As you go keep growing your business, you might find that new concerns may arise that need to be addressed. Every product you add will come with its own sets of features that your customers might have inquiries to. Add new questions and answers based on new information or developments.
Tip #6: Link, link, and link.
Related material, that is. The more you link your material to other questions or
resources within the site, the more it will be easy for users to search the answers they need. The more you will rank higher in SEO, and in turn drive traffic and lead users and new customers down the conversion funnel.
- Grand Tour Florence
One company that has a good faqs example on their website is Grand Tour Florence. As a tour guide offering bespoke private tours of Florence for couples, families, and small groups, the faq template Virginia Lacey used was photo-heavy. This allowed her target market to visualize what it would be like if they decided to book her for their vacation. It’s also good that she assures her customers that they have nothing to worry about, and that they could put their travel worries in good hands.
- Bondi Bandits
Another delightful faqs example is Bondi Bandits.
Bondi Bandits is a brand created by two sisters, Annie Pryor and Amy Lynch. Hailing from Bondi Beach, Australia, the two women had a mission to create cool unisex, sustainable surfing apparel. A percentage of their profits will always be donated to a charity where they help girls in Cambodia remain in school.
What makes their FAQ page effective is that they highlight the materials they use to emphasize their brand’s ecofriendliness. The takeaway is to use language that appeals to your target audience. Take note to use the same tone of voice as you are representing the brand as a whole. Also include how the items would be shipped, how many days it would normally take, and the shipping rates.
- SOW Body Fitness
Spirit of Whole Body Fitness (aka SOW) is a brand that approaches healthy living in a holistic manner. They believe that the person’s mind, body, spirit, emotions, and environment as a whole should be taken into consideration when talking about their health.
What makes their FAQs interesting is that under the question “Do you see people with my specific concerns?” SOW provides readers a link to a free consultation. This is something to take note of. The goal is to answer what concerns customers might usually encounter, but it is also important to continually think of ways so customers stay on your website longer and possibly make them try out your service.
Listed above are only some tips you might consider when creating your very own FAQ page. Join the numerous people who have already discovered how top-notch FAQs helps transform their business. If you’ve already included one in your website, then we only has one thing left to say: Congratulations!