The FAQ (frequently asked questions) page is an often overlooked, yet very important, section that almost every website could benefit from including. Not only do they allow you to offer better online customer support, but they also save you time as you don’t have to field the same questions on a daily basis.
While there is no single right way to create your FAQ page, here are some basic guidelines for ensuring you create a truly useful page that enhances the user experience.
- Information is your top priority—Don’t let the design become a distraction on your FAQ page. People who visit this page want information delivered quickly and easily. All distracting elements should be removed from the page, making the focus on the content.
- If you have a lot of questions, have them link to the answers—Depending on the size of your company and the complexity of your products or services, you could end up with a big list of questions on your FAQ page. In this case, it’s best to hide the answers and just link the questions to their answers at the bottom of the page. This way, the user doesn’t have to browse through a bunch of answers he doesn’t care about. Also, remember to include a link at the end of the answers that takes users back to the top.
- Divide questions by category—Categorizing questions allows users to find what they’re looking for much more easily. For example, if you sell widgets, you could have FAQ sections for shipping information, warranty information, payment options, etc.
- Start with the basics—Start your list of questions with the most basic information (e.g. What is insert product name here?) and work your way toward more complex topics.
- Track the questions your customers ask—A FAQ page is useless if it doesn’t answer the questions your visitors actually have. To figure out which questions you need to include on the page, you should be tracking the questions your customers ask most often. Look through your emails and talk to your customer service reps to identify these questions.
- Keep answers short—People use a FAQ page for one reason: to get information quickly. Don’t go on some longwinded diatribe when answering the questions. Keep the answers short and easy to understand.
- Provide a way for people to ask additional questions—Not every question customers have will be on your FAQ page. That’s why you should have a way for visitors to easily ask additional questions.
Do you have a FAQ page on your website?