A page with frequently asked questions (FAQ) is a very special phenomenon in the online world. Vast majority of business or ecommerce websites have a FAQ page, but only a small percentage of them do it well. It’s because many businesses think that this part of their website is not so important, which definitely isn’t the case.
In fact, the FAQ page is viewed and read by a big portion of your visitors, which is why it’s important to put in the effort and/or resources to do it the right way. Don’t create a FAQ page just because everybody else has it. In that case it’s better NOT to have one. The FAQ page should fulfil a unique purpose on your website and cater to its visitors.
How to Build a FAQ Page the Correct Way?
My goal for this article is to help you build your own FAQ page correctly. Here are some tips that will help you do it:
1. Try to find real questions your customers have and answer them
Your FAQ should contain exactly what its name suggests – frequently asked questions. Find out what questions your customers actually have and address them using this page. Don’t fabricate questions just for the sake of having a FAQ page. If your customers don’t ask you questions, you shouldn’t need a FAQ page. However, that almost never happens.
How to find out what your customers ask frequently? Here are some ideas:
- Check the e-mails you receive from them.
- Check what they ask about on social media.
- Ask your sales team to give you a list of questions they get asked a lot.
- Check comments to your individual pages or social media posts.
Trust me, sooner or later, you will be able to figure out which questions repeat consistently. If you don’t have them, postpone creating the FAQ section of your websites until you actually know what your visitors or customers are curious about.
2. Answer your questions clearly
Your answers shouldn’t be too long and they definitely should be clear. If a question can be answered using just one word, do it. Don’t try to build the word count of your website using your FAQ page and don’t waste your visitors’ time reading overly complicated answers to their simple questions.
That being said, there are cases in which a lengthier explanation is needed. Even an answer to a yes or no question can (and often should) be followed up with reasoning to explain it further.
3. Follow the changing trend in your visitors’ questions
As almost everything, the questions your customers have generally tend to change over time. New questions arise and some of the older questions stop being asked, because virtually everybody understands them now. That’s completely natural.
Don’t just build the FAQ page when building your website and forget about it. See how the questions of your customers are changing and update it regularly. That’s the only way your FAQ page will stay relevant and up-to-date with the issues your visitors are currently facing.
Also, if your business is seasonal, the questions your visitors have can also change with the current season. If that’s the case, consider updating the FAQ page as many times over the year as necessary.
4. Consider including some of the answers in other parts of your websites
There is also another way in which the content of your FAQ page can change. If some of the question become too relevant to just be displayed on the FAQ page, include them into the “more important” content of your website.
This is especially true for answers to questions that might be used as a selling point or to improve on the reputation of your business. In that case, it really is better to make the answer to the given question more visible by featuring it somewhere else.
5. Think about the structure of your FAQ page and batch questions together
Of course, not all FAQ pages are the same. Some simple websites or businesses can manage with five or six frequently asked questions, but the questions generally tend to build up and, of course, the more complicated and bigger the business is, the more questions get asked frequently.
The FAQ page should serve your visitors and/or customers and make their lives easier, which is why the answers should be easy to find. If your frequently asked questions are numerous (let’s say more than 20), consider batching them into categories that will make them easier to find and more user friendly.
Also, don’t just list the questions and their answers one by one. Include a navigation element with only the questions (or batches of separated questions) first and have it link to the answers that are further down the page. It’s much more user friendly that way.
FAQ Page Examples
A good example can be better than thousands of words worth of instructions. That’s why I will link some good examples of FAQ pages below.
Ecommerce website FAQ page examples
Questions of ecommerce websites’ visitors are most often connected to the buying process and should provide further explanation for every single step of it, so that the customers know how to make a purchase.
Here are some good examples:
Online service FAQ page examples
Online services, especially those used by a huge number of people, must have great FAQ pages, so that the army of users can deal with their issues on their own. The questions are generally related to the usage of the service, but also to the buying process and much more.
Here are some good examples:
Business website FAQ page examples
Business website FAQ page is harder to generalize, as the “business” can do virtually anything, so I will just list some good examples below:
Now, hopefully, you are ready to build your own and do it the right way!