54% of customers have higher expectations for customer service today compared to one year ago. This percentage jumps to 66% for consumers aged from 18 to 34 years old. Your customers are expecting support, and most of the time they aren’t really getting it.
Websites that deal with customers and clients need to have a place where they can get this support without having to worry about finding it. Customer support comes in many forms. The FAQ page examples below cover all the bases when it comes to giving customers the support they need. This type of service is a simple and easy way to give customers a self-service support system without spending too much time or money.
A good FAQ page is clear, concise, and organized. You need to meet your customer’s needs, and to do that, you need to make sure your page is up to certain standards. The reality of customer service is creating a space where you can provide full support and information about your business. A helpful FAQ page needs to:
The examples below execute the points stated above with ease. Emulating these pages will be a step in the right direction for you to start creating an atmosphere that promotes your business while providing the most support to your customers.
As a B2C business, it is important for Fossil to communicate with their customers. Being such a large company, however, makes it harder for them to keep communication channels clear. Having an FAQ page allows them to answer questions that customers have without wasting resources.
Fossil’s FAQ page is very well organized. There are separate categories for the questions, making it very easy to locate something specific. It is especially important to create categories if you have a lot of information to input into your page. With all the information present, it may be hard for customers to find the information on their own.
There are even different categories within the categories on the main page. Fossil does a great job of separating questions and designing the categories in such a way that they are easy to read. If users aren’t able to read through and find the information right away, they won’t stick around.
Nintendo is also a B2C company, so it needs a FAQ page for a lot of the same reasons. What differs is the wide range of products Nintendo has. Games, gaming systems, and more make up the product. And with that comes loads of questions. They need to be available for support 24 hours a day because of their audience (and because it is worldwide).
Nintendo’s FAQ page is simple and functional. At the top of the page, there are links to articles and questions that are trending right now. This part of the page also looks good and is customized to the company.
Further down the page, the design continues to cater specifically to the gaming audience. The graphics are simple and easy to understand while still being creative. Nintendo stays specific to their brand, which allows them to promote their products while supporting their customers.
As a B2C company, Cards Against Humanity also has to maintain a high level of customer support. Their company is not as large as the first, and their product does not have as much range, but they still have a number of inquiring customers. An FAQ page is a perfect way for them to interact with customers while informing them about the product.
The page for Cards Against Humanity uses humor. This is not to say that you should use humor, or call your customers’ questions dumb, but you should definitely customize your questions to your product. Humor is what their product is about. They use their FAQ page to promote the product and create a bond with their customers. If your product is funny, be funny.
Starbucks is a large B2C corporation, with locations all around the world. Customer service is extremely important for them to keep running. The way they interact with customers and provide information allows them to expand their reach. A FAQ page keeps their customers up to date on all the latest. At the top of Starbucks’ page is a search box. Right off the bat they are encouraging you to ask for help. With a larger company like Starbucks there will be a lot of information to sift through. A search box, like categories, helps users locate their questions in a timely manner.
Etsy needs an FAQ page because of how much goes on in their site. As a B2C company with some opportunity in the B2B space, they have a lot of ground to cover. Because they have many independents, it can be hard to understand where to find information and answers. There are many places where a customer may get confused, and because the site is so expansive it makes sense to have self-service support.
Etsy’s FAQ page is straightforward and aesthetically pleasing. They have a search box, categories, and the design matches their brand. You can browse the main page or search for your question directly–it gives you the freedom to choose–and there are links to full articles to give an in-depth answer.
Below the article links are more categories where you can find answers, and below those are resources to help those who couldn’t find what they were looking for. The icons and bold category names are helpful to the design and organization of the page. When searching for answers, customers will have an easier time when the page is pleasing to the eye.
It is important for Madewell to communicate with their customers as a B2C business. Like Fossil, it is hard for them to keep communication channels clear. Allowing customers to find answers is what an FAQ page is for, and providing those answers keeps customers happy. When the customers are happy, they are more likely to buy something, so everyone wins.
Not only is the Madewell page very well organized, but it also includes expandable questions. This helps keep page length short and keeps the customer from combing through unneeded answers. It is clickable and accessible for users.
You may be getting tired of all these businesses, but their FAQ pages really take the cake. This waste service needs an FAQ page to keep their clients informed in all sorts of ways. It is harder to control the output of information in public service, meaning there are so many clients that have so many different issues, so one thing will not work for everyone. Except for an FAQ page.
Similarly, this waste company has expandable questions within their categories. It not only helps the customer comb through questions quicker, but also allows for an interactive experience. You want your users to feel like they are interacting with your company and its information. Using links and expandable formatting helps to create a relationship with customers.
Although there are very many good FAQ page examples, there are also very many bad examples. Now, that’s not to say that these examples are complete wastes, but the bad outweighs the good. A bad FAQ page has:
The examples below may have some redeeming qualities, but what they do poorly, unfortunately, disqualifies them from a shot at good customer service. Users hardly ever get to experience any kind of support without giving up.
The location of your FAQ page is more important than you think. You might do everything right on the page, but if your customers can’t find the page, it won’t amount to anything.
On American Eagle’s webpage, their help section is not only buried in the footer but also buried amongst other customer service links. If you want your page to be found, you should include in the main menu or link to it from pages where a customer may be looking for help.
Most help links aren’t as important as the other links there, like Store Locator and Track Order. It’s obvious that an FAQ page would be a lower priority here, but help should be made more accessible. One easy fix to this issue is something like a knowledge base or help bot that helps the visitor on any page.
Even if you only have a small amount of questions to provide your customers with, you still need to have some type of organization. Without it, your page looks dull and it is harder to retain customers. Organization helps answer questions quickly by making answers easy to find.
This page has a few helpful links, but there is no organization. The questions aren’t even organized from the answers. There is no bolding, size difference or font difference to help the questions stand out and make them easier to read. If you cannot read the questions easily, you won’t be able to find what you are looking for.
The examples above can be used as a format or template to get you started on building or revamping your own page. Keep in mind that the bad examples are just as important as the good. You don’t want to fall short by creating a page that follows all the guidelines of a good page, but doesn’t take into account how important it is to make sure that there is not too much information as to overwhelm the customers.
You are encouraged to copy and use these examples as a template. If you want to build your own, try following this guide to creating your own FAQ page. You could even hire a freelancer on Fiverr to build it for you.
Creating your own FAQ page can be overwhelming. While it is important to have one for customer support, there are other options in creation. Try ChipBot’s knowledge base software to get up and running without all the work.