The purpose of a FAQ Page, or Frequently Asked Questions Page, is to answer questions that website visitors frequently ask about your products or services. This is usually a separate page on the business website.
An effective FAQ page can reduce the workload for your customer support team and allow them to spend more time on more specific questions and more complex issues.
An accessible FAQ page that is easy to understand makes it easier for users with common questions to solve their problems before asking for help.
A website visitor who isn’t a customer yet may visit your FAQ page to learn more about your company before they make a purchase. A good FAQ page that answers questions that come between them and making a purchase leads to prospective customers moving through the funnel faster.
An FAQ page with specific, detailed answers and relevant internal links will boost your SEO profile. When search engines index your FAQ page, more potential customers will be led to your website from organic search.
“FAQ page” and “knowledge base” are sometimes used interchangeably. So what’s the difference? Basically,
a knowledge base is more detailed than an FAQ and can include longer articles, how-to guides, video tutorials, and definition lists.
How to Create an FAQ Page
The best way to find the questions your customers are asking the most frequently is to comb through your customer service data. If your help desk software tags tickets by topic, that will make it easy to sort through
Here are some questions to start with:
Not every FAQ page looks the same. Your list of questions may fit on one page, or you may have to break it up further. If your categories link off to multiple pages, a search function and table of contents will be necessary for a pleasant user experience.
Even a great FAQ page and knowledge base probably won’t be able to cover every question a customer could possibly have. This is why customers should be able to seamlessly contact support from the FAQ page. This could mean adding a link to create a support ticket, adding the phone number and email address for customer service at the bottom of the page, a live chat bubble, or all of the above.
Now it’s time to design your FAQ page. Be sure to follow these FAQ page design best practices:
Now it’s time to publish your FAQ page! Most companies include the FAQ page in their website's main navigation bar to make it easy for website visitors to find whenever they have a question. Others link to it in the footer.
If you have a knowledge base, then you may want to add the FAQ page as a section within it. In this case, make sure your FAQ page is searchable by using relevant, high-volume keywords in the titles and body text.
To evaluate how effective your FAQ Page is, revisit the customer support data that you used to build the page in the first place and see if it’s changed. If you're seeing fewer tickets about the topics you cover on the FAQ page, then you know it’s effective.
FAQ pages need to be updated frequently with any new questions that become popular over time. Whenever you release a new product, service or feature, you should proactively add FAQs about troubleshooting it.
Take inspiration from these FAQ pages from popular companies and small businesses alike.
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