According to a customer service and satisfaction study, 84% of organizations working to improve Customer Experience report an increase in revenue. An FAQ page can be a great start to improving your Customer Experience (CX) because it will draw most of your traffic and convert more customers. It is one of the most important things about your website, but it can be hard to build. Follow the FAQ template and further steps below to get started.
The page that holds all of your frequently asked questions, comments, and concerns is called the FAQ page. For it to improve customer experience, you will need to customize and cater it specifically to your business and products. Without your customers’ understanding, you will need to get the word out. An FAQ template is also a really easy way to update your page to inform your customers about what is going on.
An FAQ page should help your customers in every stage of the buyer’s journey.
With everything going on, clients and customers are having trouble finding the correct information. Setting up an FAQ page for your business ASAP will help people navigate your business during this pandemic. Help them help you by giving them as much information as possible. Copy and paste these questions onto your site, write your answers, publish them and your FAQ page is all set to go!
Download the FAQ template here.
COVID-19 isn’t the only reason you should have an FAQ page. The FAQ template above is specific to the current outbreak, but you will need a page for other things related to your business and customers as well. If you want to create your own template for any topic, follow the steps below.
Customer service questions are the main portion of a FAQ page. This is where you communicate to your users that you are aware of their questions and concerns and you are here to help. Gathering questions is a key aspect of building a good customer experience. Here you can show customers that you care and get back to the basics in displaying your product.
You’ll want to find your questions by looking through:
Once you figure out where to find them, you’ll want to comb through everything. Be careful and try to be specific, your customers don’t want questions to be too generalized. When you’re done, put them all together and create your answers. Once again, you need to be specific.
Keeping content organized is super important to customer experience. While it may seem that the hard part is over once you have all your questions collected and answered, you are really just getting started.
Make sure your page is easily searchable and readable by grouping your content into categories. The organization of your questions will keep customers on the page. If you don’t categorize, your customers can’t scroll through and find what they are looking for very easily. When they get confused or tired of looking, they’ll leave the page.
This is a great example from Fossil because the categories are right at the top of the page. They are distinguished and easy to click on to find exactly what you need.
Organize the page by what is most important to the customer. You want to build it from their perspective–what they would want to see and find on the page first. With the categories you created, you’ll just have to put them in an order that makes sense to customers.
Considering the steps in the customer’s journey is important here. Not only do you want to make sure the answers are clearly communicating, but you also need to make sure that the most important information is communicated first.
This coffee shop first addresses questions about location and hours before getting into the more detailed questions customers may be wondering about.
Adding videos and images can spice up the page and make it unique from other pages. Visuals can add extra value to the content and can break up long forms so that it looks very organized and well put together. This will show your users that you know what you’re doing and keep them engaged in your content.
This website uses an image to demonstrate exactly where to find the setting they need in order to fix the problem their question answers.
Where you locate your page is just as important as any other part of creating your FAQ page. It is critical to the buyer’s journey and therefore very important to user experience. You can create a new page in your menu or embed it into pages on your site, like with WordPress plugins.
If you bury the link in the footer, you will get a lot less traffic to your FAQ page. Instead, incorporate the page somewhere on your site so that it is easily discoverable. For instance, if you could put FAQ in the main navigation menu of your site. You could even add an FAQ section to certain pages where customers have a lot of questions and link to the main FAQ page from there.
Creating specific URLs for questions will help customers find the answers they need. This will help drive traffic and allow users to easily search for their questions.
Link to your page from multiple places. If you put links throughout the buyer’s journey, you can ensure they know they will have support when it is needed. Customers are click-happy. If they see something they are interested in, they will click on it.
Creating links from outside sources will grow your customer base and help users stay informed.
If you want to make the experience the best for the customer, you need to make sure you are attentive to all of their needs. The grind doesn’t stop when you finish the page. You need to keep it updated, and in order to do that, you need to collect feedback from your users.
Add an email where customers can leave feedback so you can update the page accordingly.
Creating an FAQ page, if you do it right, is a lot of work. Making sure you have each step down, building your content, and keeping it updated will take a lot out of you. There is, however, a way to cheat the system a bit.
Software like FAQ plugins, help desks and knowledge base software can help tremendously in the creation and upkeep of your page. A plug-in will organize for you, a help-desk can be embedded where you need it, and a knowledge base software can do it all.
If you have a WordPress page, try using one of these plugins, but if you’re looking for an all-inclusive software to get it done, try turning to a knowledge base like ChipBot.
A knowledge base has many forms of content like FAQs, guides, articles and more. It is the end product of collecting and organizing all of that information and content into something useful. ChipBot’s software is in the form of a chatbot that is available all the time on every page of your website. It gathers your questions, organizes the content, is embedded right on the page, and collects customer feedback.
Don’t look at these steps and get overwhelmed by the magnitude of it. It’s simple–take it step by step and if you need help, turn to a software to get the job done.
Want the benefit of improved customer experience without all this work on a template? Use ChipBot to manage your FAQs.