According to a study on first impressions, 38% of people will stop engaging with a website if the content or layout is unattractive. Believe it or not, FAQ pages often drive the customer away. It needs to not only provide a full list of questions and answers for the customer to evaluate, but also needs to be organized and have an aesthetically pleasing FAQ page design.
To get the most out of your FAQ page, you’ll need to pay attention to design. It may seem trivial–making something look good doesn’t seem as important as making sure the content is right–but the design is just as important as the content you are pushing. Creating an FAQ page with a pleasing design can:
Design is more than just the way your page looks. There are many aspects of design; each piece of content on the page has an important role. To get started, try some of these tips to create or improve your FAQ page.
Creating questions and answers that are short and to the point looks good on the page and is helpful for customers. If you create long-winded pieces of content, your customers will not want to go through it to find what they need.
Try sticking with the need-to-knows. If there is more to the answer but that content isn’t an immediate need, link to another page with more information. Only include what is a direct answer to the question, no fluff. Your page will look better and your customers won’t feel like you are trying to push them too far.
If your design looks outdated, they will think your content is too. Don’t get me wrong, your content needs to stay updated as well. You need to constantly update questions and answers. Trending FAQs are not a good thing–update your website to reflect the feedback of your customers.
A search box helps with customer flow and allows things to be found quickly and easily. With a search box, customers are less overwhelmed by the content. They can still find things on their own, and are less likely to leave the page frustrated. Just like with anything else on this list, the search box helps to eliminate unwanted stress and makes the page look better overall.
You want to make sure the page can be found easily. If the link is buried in the footer, it may not even be found at all. Your page should be easily accessible from anywhere, so that customers can always find what they need. Try adding it to the main navigation menu, linking from multiple pages, and creating specific URLs.
The page needs to be readable. If you just splatter nonsense all over the page your customers won’t comb through it, let alone read it. Separating your questions into categories makes everything easier for both you and your customers.
Even the order of the categories is important, especially if there are a lot. You can choose to put the most important or most searched questions and categories at the top of the page so they are easy to find. If your site or business has many different products or services, categories will be an even bigger necessity.
Providing visuals with the answers to your FAQs can often help solve a user’s question better than the answer itself. It also adds to the design aspect in that it is visually pleasing. Don’t just add random photos to make it look pretty, though. Make sure the images actually have an impact on the customer.
Visuals also help to break up the content so it is easier to read through, which is also important to the layout and conciseness of the page.
Pro Tip: If you can use a visual to better explain a question, that helps keep the answer short.
FAQs are useless if they are not driven by data. The number one mistake business owners make is in making up their own FAQs. There is room for a bit of guessing when getting started, but you need a mechanism to figure out what are the true common questions.
With a knowledge base software or plugin, like ChipBot, the analytics are taken care of for you. You can customize everything and it collects feedback for you to make updates and changes accordingly.
There are many tools and resources that you can use to get started, and whether you are starting fresh or just need some updates to your current page these few things will make it easier. Creating your own FAQ page that is effective is hard to do, so make sure to take everything into account to make it as easy as possible.
Another option, however, is a knowledge base software. As mentioned above, a knowledge base software like ChipBot can make much of the process easier because it is automated. More than just a bot, it takes into account your input and the input of your customers.
Templates and plugins can be helpful in creating your design because the design in most cases is already taken care of. Using a template or plugin can save you time, allowing you to download or copy the example and fill in your own information. Some templates to get you started can be found on this page.
If you’re using WordPress, there are many affordable plugins that can maximize customer support. The best part is, it minimizes a lot of the work you’ll have to do on design.
In the creation of your page, you will need to first find all of the content that will make up the page. Keeping the tips above in mind, your first step is just to create.
Whether or not you use a template, the above tips and these creation steps are the baseline for your FAQ page. You want to make sure customers can easily find the answers to their questions all on their own, so creating is a very important step.
Testing and validating your questions to make sure they perform is one of the most important aspects of building and maintaining your FAQ page. To validate, you can check competitor’s FAQ pages, emails, support tickets and comments.
Without validation, you can’t be sure your questions will perform. Double-check everything, you got this.
Stressed about the time and effort it will take to build one? Add ChipBot to your website.