Most company websites have a FAQ or Frequently Asked Questions page.
These page have questions asked by customers about cover topics like:
- Product or service use
- Business hours
- Prices
FAQ pages are important for customer support and save customers and employees time.
Because customers don’t have to contact customer support to get answers.
So in this blog post, we will learn how to create and design your own FAQ Page.
Let’s dive right in.
Creating an FAQ page
- Find common questions
- Organise the FAQ page
- Live support options
- Publish
- Monitor
- Update and add solutions
Find common questions
A FAQ page answers common questions customers ask about products, services and your brand.
To find these questions, look at your customer service data and the problems customers are reaching out about.
Having software can help you find popular questions customers ask your team.
And software tagging features help label customer tickets, categorising them into a database.
So when you analyse team data, tickets are sorted by topic, date or popularity.
Organise the FAQ page
Your FAQ page’s look depends on what you’re selling and the number of products offered.
It can be a single page listing questions or multiple pages linked together, based on customer needs and how easily product problems are solved.
A multiple FAQ page will need to have a navigation bar or a search bar to find content easily.
So when creating knowledge base articles, add searchable keywords in the title and content.
Doing so makes pages with the same terms and phrases easier to find by visitors searching for them.
Live support options
FAQ pages are first support options for customers looking for immediate answers to quick questions.
It’s there to help your knowledge base or support team, not replace it.
When customers have questions your FAQ page cant answer, options should be available to directly connect support teams.
For example, a link for a support ticket or a call centre’s number so customers don’t have to go back to your home page.
Publish
When your FAQ page is ready, publish it to your website.
Add a link on your website’s main navigation to the FAQ page, so visitors can go directly there if they need help.
And if you have a knowledge base section, add the FAQ page section.
Remember to make your FAQ page searchable and include keywords so customers can find its content when searching your website.
Monitor
It’s time to go back to the customer data used when creating the FAQ page and the categories of your support cases.
Look for differences, if the same problems affect your customers or less cases for common problems.
Because if you see less cases for common problems, your FAQ page is working.
Update and add solutions
Update your FAQ page with new questions over time.
For example, updating your FAQ page with troubleshooting tips for a release of a new product or service.
Doing so will show you want customers to succeed and your team offers adequate support.
FAQ Page Design
When creating a FAQ page, the following practices will offer a better customer experience:
Clear and concise pages
Having a lot of text is confusing because readers will have to search for the answers.
So don’t write long paragraphs, be straightforward and brief when answering questions instead.
Regularly update
Keep your FAQ page accurate by keeping on top of product launches and updates.
And consistently review each page and add new information after launching new features.
Add a search bar
Customers come to FAQ pages with one question and don’t want to scroll through other questions before finding theirs.
So with a search bar they can search for questions or related keywords, saving time.
Organise questions
Questions in random order can frustrate customers with a lot of related questions on a topic.
So divide questions into topics, like products, security and payment.
Link questions
Some questions will be asked more than others so save customers time with a section for these questions and links to their answers at the top of your FAQ page.
This keeps your categories organised while the popular questions have easier access.
The basics
Customers come to your FAQ pages to get answers so use a basic format and simple design with quick access that’s easy to read.
Conclusion
An FAQ page can save your employees time and give customers the information they need.
So use the information above to build your own FAQ page to give your customers the answers they need.
Now it’s over to you.
Tell me how you designed and created your own FAQ page?
Let me know in the comment section below.
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