Information is in abundance online. Or at least it should be. Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. Where your customers are concerned, that is unacceptable.
You need to create a page full of the information the customers need to be successful. Not only should information be fully accessible to them, but it should also reflect their needs as a customer.
In order to keep your customers informed and happy, you need to create an FAQ page that delivers. Your page should:
Trek’s FAQ page is organized into categories that use images and icons to catch the users’ eyes. The titles help users to quickly and easily find what they are looking for.
Shipt’s page has a simple design that informs users with text, layout, and organization. The color and illustration allows the user to be free of distractions and focus on the topics. And it is a great use of popular topics and FAQ categories, displaying the most popular questions and categories.
WhatsApp’s page has a search box right at the top to help users search for their answers quickly and easily. It is also customized for each user — there are different categories for users with Android versus iPhone. The information also follows a good sequence. You can move from general topics to more specific questions.
ChipBot is a software that embeds on your website, where it can be accessed at any time. It has a simple, clean look that is user friendly and is well categorized. Topics are highlighted well and the search box is easy to utilize. What differentiates ChipBot from the rest is that it’s accessible on any page. It keeps the users engaged without having to navigate.
Amazon’s page is divided into broad categories that then have sequential topics so users can follow along. The page is well organized, with icons and images to make topics easy to find. By incorporating media, the content is broken up so users can simply interact with all the information.
On DoorDash’s page, the questions and answers are clearly displayed in a Q&A format. On the sidebar, they link to detailed articles for an opportunity for their users to learn more about them. They even have extra FAQ categories for more specific questions.
This final FAQ page from Mountain Dental is simple and easy to understand. It has two categories at the top of the page, and the questions are clear and bolded so the user can scan the page quickly. The answers are also well organized so that readers are not confused with too much information jumbled up.
Not all FAQ pages will look the same or be in the same format, but they should each prioritize the needs of their specific users. It will likely be the first place a customer looks for answers, so you want to make sure they have all the information they need in a timely and simple manner.
FAQ pages help your customers in every stage of the purchasing journey. Wherever they are on the site, whatever questions they may have, a FAQ page is always there as a resource.
They also greatly reduce purchasing anxiety. Not only do FAQ pages provide answers to questions about purchasing and products, but in turn they also allow the customer to relax in knowing those answers. Less purchasing anxiety means more purchasing.
Overall SEO sees improvement with FAQ pages as well. When your customers are searching for their questions online, they are more likely to be directed back to your site if you have a FAQ page with the answers.
What may be the biggest reason for a FAQ page, though, is preventing customer complaints before they arise. If your customers are informed and happy, the rest will soon follow. FAQ pages prevent bad customer service [link to article] and it’s side effects. They instead create an atmosphere where customers are seen and heard, and where improvement happens organically.
An effective FAQ page can guide and educate your users through the website. You want to make sure that the journey is as smooth as possible for them.
You can create your own FAQ page by using a template, starting from scratch, or using knowledge base software. The first step to any FAQ page is to gather information/questions for the page. After that, you’ll want to organize your content and embed it into your site. Once you have it created, make sure to collect feedback from your customers to keep it up to date.
You will also want to pay close attention to the design of your page. There are many aspects of design, and each piece of content has an important role on your website. Make a good impression of your customers with good questions and good design.
Want an automated FAQ page without all the stress? Try ChipBot’s knowledge base software.