51ÊÓƵ

Now, more than ever before, customers are looking forÌýself-service options that allow them toÌýwork through issues andÌýanswer questions onÌýtheir own (instead ofÌýhaving toÌýgoÌýthrough aÌýsupport channel like phone orÌýemail.)

InÌýfact,ÌýresearchÌýshows that 90% ofÌýconsumers now expect aÌýbrand orÌýorganization toÌýoffer aÌýself-service customer support portal, andÌý60% ofÌýconsumers have aÌýmore favorable view ofÌýtheÌýbrand ifÌýtheir self-service offering isÌýmobile-responsive. Additional dataÌýshows thatÌý35% ofÌýconsumers prefer self-service over human contact, andÌýthat 82% feel call centers are unnecessary andÌýstressful.

This isÌýone reason aÌýFAQ page isÌýaÌýgood idea.

ByÌýcreating aÌýresource with commonly asked questions andÌýanswers, you can cut down onÌýcustomer service costs andÌýempower your online shoppers toÌýfind theÌýinformation they need toÌýcomplete aÌý±è³Ü°ù³¦³ó²¹²õ±ð–a±ô±ô onÌýtheir own.

Let’s look atÌýtheÌýnuts andÌýbolts ofÌýhow toÌýcreate aÌýstellar FAQ page that’s aÌýpowerful resource forÌýcustomers.

What isÌýaÌýFAQ Page?

FAQ (frequently asked questions) pages are helpful resources that help answer common customer questions. Essentially, they work toÌýhelp overcome obstacles toÌýpurchase byÌýaddressing some ofÌýtheÌýrepeated questions andÌýconcerns past customers have inquired about through support resources.

Take aÌýlook atÌýtheÌýFAQ page we’ve created here atÌý51ÊÓƵÌýas anÌýexample:

Notice how these common questions are clickable andÌýcan beÌýexpanded toÌýreveal anÌýin-depth answer. From pricing questions toÌýinformation about data storage, this FAQ strives toÌýprovide quick answers toÌýquestions that are posed onÌýaÌýregular basis.

Ultimately, theÌýgoal ofÌýanÌýFAQ page isÌýtoÌýeducate shoppers. ByÌýproviding insightful answers toÌýFAQs, your customers can more quickly andÌýefficiently get onÌýtheir way toÌýtheÌýnext step inÌýtheÌýsales journey.

Additional Benefits ofÌýFAQ Pages

Next, let’s explore some ofÌýtheÌýadded benefits ofÌýFAQ pages andÌýhow they can improve your online store asÌýaÌýwhole.

SEO &ÌýPPC

Because answers toÌýcustomer questions are often packed with relevant keywords, FAQ pages can beÌývaluable SEO andÌýPPC assets.

When worked inÌýnaturally, these text-rich pages can improve your website’s relevancy andÌýoverall quality score, which isÌýwhat search engines evaluate when ranking content toÌýdisplay inÌýsearch results. Plus, when you include relevant hyperlinks toÌýother resource pages onÌýyour site, you can encourage visitors toÌýkeep moving through different pages onÌýyour site andÌýtoÌýincrease time spent onÌýyour website.

Authority

Showcasing your knowledge ofÌýcustomer concerns onÌýanÌýFAQ page isÌýalso aÌýgreat way toÌýbuild authority asÌýaÌýleader within your niche. IfÌýyou can provide helpful content that educates readers onÌýtheÌýtopic related toÌýyour store, itÌýshows that you are aÌýtrustworthy source ofÌýinformation related toÌýyour products andÌýtarget audience.

Rapport

FAQ pages also help act asÌýaÌýform ofÌýproactive customer service that anticipates theÌýcustomer’s needs before they even have toÌýask forÌýhelp. AÌýresource like this builds rapport with theÌýtarget audience byÌýshowing just how well you know andÌýunderstand theÌýneeds ofÌýtheÌýcustomers coming toÌýyour website.

Now that weÌýknow theÌýbenefits ofÌýaÌýFAQ page, let’s look atÌýsome best practices forÌýcreating one ofÌýyour own.

BestÌýPractices: What toÌýInclude onÌýYour FAQ Page

ByÌýfollowing these tips, you can create aÌýFAQ page that’s helpful, thorough, andÌýexactly what your customers need.

Make aÌýlist ofÌýtheÌýcommon questions you’re emailed about. The first step isÌýtoÌýlook atÌýsome ofÌýtheÌýcommon questions you get through your website andÌýmake aÌýrunning list ofÌýsome ofÌýtheÌýmore common questions. From here, prioritize your list ofÌýquestions, starting with theÌýmost frequently asked question andÌýworking your way down.

Ask your customer support team (if you have one) what they most commonly get questions/complaints about.ÌýIf you use external support forÌýcustomer service, reach out toÌýthat provider toÌýget their perspective onÌýyour customers’ most common questions andÌýconcerns. Since they’re working with your shoppers onÌýaÌýregular basis, they’ll beÌýanÌýexcellent source ofÌýinformation forÌýthis page.

Think about common objections toÌýpurchase that keep shoppers from checking out. You’ll also want toÌýtake some time toÌýconsider some ofÌýtheÌýcommon obstacles toÌýpurchase your customers may beÌýfacing, andÌýthen think about how you can help them overcome those objections toÌýpurchase. This might beÌýthings like uncertainty around your return policy, questions about sizing, quality, orÌýdelivery times. Provide asÌýmuch detail asÌýyou can toÌýprovide in-depth responses toÌýthose types ofÌýquestions.

AÌýgood example ofÌýthis can beÌýseen onÌýLuJeanik’s page, where they include detailed policies:

Use photos/screenshots when possible toÌýillustrate how-tos. When relevant, consider incorporating photos orÌýscreenshots ofÌýprocesses toÌýdemonstrate exactly how toÌýexecute different processes orÌýtoÌýillustrate answers with greater clarity. Words paired with strong visuals speed upÌýcomprehension forÌýyour readers.

Ìýgives detailed answers toÌýÌýin attached PDF filesÌýthat make ³ó´Ç·É-³Ù´Ç’s ultra-simple.

Use simple language inÌýanÌýinformative tone toÌýprovide clear/sufficient information.ÌýLast, but not least: Remember toÌýuse simple language with anÌýinformative tone. Don’t use jargon orÌýlingo that your readers won’t ³Ü²Ô»å±ð°ù²õ³Ù²¹²Ô»å–k±ð±ð±è your answers simple andÌýclear, using theÌýwords your customers have used within their questions.

Decadence DeliveredÌýexecutes theÌýinformative tone very well inÌýtheir FAQs. The language isÌýsimple, easy toÌýread, andÌýwithout fluff orÌýindustry-speak that can lead toÌýambiguity.

Where toÌýPut Your FAQ

Here are aÌýfew tips andÌýsuggestions that will make your FAQ page easy toÌýfind andÌýuse.

Top/bottom navigation

One place toÌýinclude navigation toÌýyour FAQ page isÌýatÌýtheÌýtop and/or bottom ofÌýyour website. Placing links here make itÌýfast andÌýeasy toÌýget toÌýthis resource without having toÌýdoÌýmuch digging. Here’s anÌýexample ofÌýthis from Sheakardel:

InÌý51ÊÓƵ, you can create aÌýFAQ page (as well asÌýother legal pages) andÌýput them toÌýtheÌýbottom ofÌýyour store. Simply goÌýtoÌýControl Panel →ÌýSettings →ÌýGeneral →ÌýLegal Pages andÌýset them up. You can add all kinds ofÌýmedia toÌýthese pages, including videos, pictures, andÌýlinks.

Product pages

Including aÌýfew FAQs orÌýaÌýlink onÌýproduct pages makes itÌýeasy forÌýshoppers looking atÌýproducts toÌýquickly get answers toÌýquestions that arise during theÌýshopping process. Here’s how Ìýdoes this:

Contact page

Remind shoppers toÌýcheck out this handy resource before reaching out toÌýsupport. ItÌýwill save both parties time andÌýenergy ifÌýtheÌýshopper can self-troubleshoot andÌýfind answers toÌýquick questions.

Online Bikini ShopÌýincludes their FAQs onÌýtheÌýcontact page toÌýremind shoppers toÌýcheck here before reaching out toÌýsupport:

Welcome newsletter

Get new customers familiar with your FAQs byÌýincluding aÌýlink toÌýthis page inÌýyour welcome newsletter orÌýwelcome email. Again, this isÌýaÌýproactive approach that helps you anticipate customer needs.

Photo sharing site Ìýdoes this toÌýhelp new users get upÌýtoÌýspeed:

Order notification email

IfÌýyou send automated transactional emails that send after aÌýpurchase isÌýmade, you can include aÌýlink toÌýyour FAQ page here toÌýaddress questions about delivery time, order turnaround, etc. This helps cut down onÌýinquires related toÌýorder fulfillment andÌýkeeps theÌýbuyer inÌýtheÌýknow.

Ìýputs aÌýlink toÌýtheir FAQs right atÌýtheÌýtop ofÌýtheÌýorder confirmation emails they send:

Having your FAQs inÌýthese different spaces helps insure your customers have access toÌýanswers whenever andÌýwherever they need them.

Create Your FAQ Page Today

ByÌýcreating aÌýresource that empowers your customers toÌýsolve their own problems andÌýanswer their own questions, they can more quickly complete theÌýpurchase journey andÌýbeÌýonÌýtheir way toÌýcheckout.

Don’t make your shoppers wait forÌýanÌý²¹²Ô²õ·É±ð°ù–l±ð³Ù them find what they need right away without aÌýdelay that can lead them away from your online store. Build your FAQ page today andÌýmake your website andÌýonline store even more effective.

Ìý

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