FAQ Pages That Convert: Strategies for Creating Customer‑Centric Business Resources

An FAQ page is a digital resource or landing page on your website that provides answers to customers' most commonly asked questions about your company, its products and services, shipping details, and so forth.

Many websites have a separate page for FAQs, but they may also include an FAQ section on each individual product or service page. In general, you don't need each product to have its own FAQ page.

A good FAQ page benefits customers while supporting internal sales, marketing, and customer support initiatives.

Customers can visit the FAQ page to learn about anything from shipping and delivery times to pricing and much more. FAQ pages can also link to other resources or related pages on your site where customers can find even more information. For example, an FAQ page can lead them to a blog or tutorial that helps them learn how to use your product or troubleshoot a problem.

This unique page on your website can also help you convert website visitors by addressing their concerns or objections, alleviating any anxiety they might have about purchasing from a new online business. It's important to note that FAQ pages can benefit any type of business in any industry.

If you create a service website, you might include an FAQ page addressing common questions about your service. But an e-commerce business might have an FAQ page dedicated to information about shipping options and costs, product questions, tutorials, and so forth.

At its most basic level, an FAQ page provides customers with information. However, it also enhances the user experience by delivering content in an easy-to-digest format that allows them to find answers to their queries.

What are the benefits of using FAQ pages?

FAQ pages improve the customer experience, benefitting your business and its customers. By addressing frequently asked questions from customers, you can help customers make a purchasing decision and avoid the need to contact customer service to learn more about a product or service.

There are several benefits to providing an FAQ section on your website, such as

• Reduces customer support tickets: An FAQ page is a self-service customer service tool that empowers customers to find answers to their questions, reducing the number of support tickets your business must reply to in a single day. Providing customers with this information on your website allows them to resolve issues on their own, which can reduce the number of repetitive inquiries about the same topics, allowing customer support reps to focus on more pressing matters.
• Improves search engine optimization (SEO): A great FAQ page provides you with another opportunity to target specific keywords to help your pages rank higher in search engines. By incorporating keywords and phrases into the questions and answers, your FAQ page can rank for related queries, helping drive organic traffic to your website and improving online visibility.
• Resolves the needs of your target audience quickly: Successful FAQ pages are efficient because they directly address the common needs of your target audience. By providing visitors with a clear and concise answer to their questions, you can address pain points while convincing them to take action.
• Boosts consumer trust: A well-crafted FAQ page can show off your expertise while improving the customer experience. By providing accurate, relevant, and helpful information, you can establish trust with your customers. When customers see their questions are anticipated and already answered for them, they'll feel confident purchasing your products and services.
• Saves time and money: FAQ pages save time and money because they reduce the number of customer inquiries. When business owners and staff spend less time responding to common and repetitive customer inquiries, they can spend more time focusing on building the business rather than just maintaining it.
• Allows 24/7 accessibility: Many customer service teams are only available during business hours. But what if your customers have a question after hours? Instead of disrupting their experience by making them email customer service, an FAQ page provides them with more resources to answer their own questions any time of day, regardless of business hours or time zones.

Answering frequently asked questions can help you convert more website visitors into paying customers. However, your FAQ page should be done right. It should meet the needs of your audience, which means developing a strategy that ensures you understand the types of questions your customers might ask.

Identifying the right questions and writing clear answers are crucial components of any FAQ page. Here's how you can create an FAQ page that educates, informs, and converts:

1. Establish the goal of your FAQ page

Before you create an FAQ page, you should define your goals and understand how this particular web page can support your overall business objectives. The main goal of any FAQ page is to provide general information about your products and services.

You can also have it help troubleshoot common issues and address FAQs about certain policies. Of course, the more comprehensive your FAQ page, the better because it ensures you can answer as many commonly asked questions as possible.

2. Identify frequently asked questions

You should never assume you know the most frequently asked questions customers have about your products, services, or policies. Looking at FAQ page examples can help you determine the types of questions customers have, but you should identify your own FAQs based on questions customers have actually asked.

You can talk to your customer service team to determine the most frequently asked questions. If they've answered the question enough, they'll remember it. However, you can also sort through support tickets and identify common questions or themes.

At the same time, some FAQs are a matter of common sense. For most e-commerce businesses, customers want to know about shipping costs and time. However, product-related questions will vary, so you'll need to determine your own unique FAQs.

If you find a lot of FAQs or want your FAQ page to be as comprehensive as possible, you can create categories. You'll probably have many product and service questions, shipping questions, sizing questions, and so forth. Of course, just like the actual questions, the question categories will vary by business.

3. Determine the page structure

A well-organized FAQ page has structure. Your FAQ page should have an information hierarchy that makes sense. You can review FAQ page templates or create your own for different question categories or products, depending on the layout of your website.

Your FAQ page can be a single page, but larger companies with more product and service offerings tend to have multiple FAQ pages categorized by common themes like products, services, policies, customer service, and so forth. This is why it's important to identify the questions your customers need answers to; you need to know how to structure the page and if you'll need to use more than one FAQ page template.

Again, you can look at FAQ page examples to determine the overall structure, but your page should be unique and consistent with your website design and branding.

4. Design and QA the page

FAQ page design is just as important as the questions and answers. An effective layout can improve the user experience and make website visitors more likely to actually use the page.

A good FAQ page has a clear and organized structure with headings, subheadings, and categories to help visitors navigate the page to find the exact information they're looking for. You can use expandable sections to keep the page short and avoid overwhelming the visitor with too much information at once, making it easier to scan and scroll.

In addition, whether you're using an FAQ page template or creating it from scratch, you should maintain consistent formatting, which means headings should be the same size as other headings with consistent use of bullet points, spacing, and alignment.

Your FAQ page should also include engaging visual elements that make it more visually appealing and can help customers visually identify questions and answers.

At the same time, your FAQ page should use a responsive web design that's readable and loads quickly on various screen sizes and devices to provide a seamless user experience. To ensure readability, you should test the page on different common devices and screen sizes.

5. Write digestible and detailed answers

FAQ page answers should be concise and detailed yet digestible. Your answers should be straightforward to make it as easy as possible for visitors to understand the information. Avoiding long explanations will prevent confusion.

Being as clear as possible will enhance the user experience because it makes it easier for them to comprehend the information on the page, reducing frustration they may already feel, depending on the reason why they're on your FAQ page.

Before you start writing your answers, you should fully understand the question by paying attention to the different inquiries within the same category. After you're done writing, reread the question and answer to ensure you've met the user's needs.

In addition, your answers must be accurate with up-to-date information. If anything about your business has recently changed, make sure to address it in the answer. For instance, if you've recently changed shipping costs or times, give your customers the most up-to-date information possible to avoid misleading them.

Unfortunately, sometimes the answer to a question only brings more questions. Try anticipating your customers' follow-up questions and offer the next steps or additional resources to help them if the FAQ page doesn't.

6. Publish the page and track performance

When your FAQ page is ready and you've reviewed it to avoid errors, you can publish it to your website. This page should be easy to find, so once it's published, add it to your website navigation or footer. Then, you can begin measuring its performance.

You can measure website traffic to get an idea of how many visitors review your FAQ page and the different paths they take throughout the website with the page as a touchpoint.

If your FAQ page is part of a conversion funnel, you can track the conversion rates of users who visit the page and monitor the number of visitors who completed desired actions like contacting you, making a purchase, subscribing to a newsletter, and so forth.

You can also ask customers directly how they feel about your FAQ page. Consider sending a customer survey to get feedback from the people who actually use the page.

You can ask them about their experience, if they have suggestions for questions, and whether the FAQ page helped them. Then, with this information, you can update your FAQ page to ensure it provides a good user experience.

7. Update your FAQs as needed

You should regularly update your FAQ page as your business grows or changes. If you add a new product to your website, you should update the FAQs to reflect product-specific questions and answers.

Or, if you've recently changed shipping carriers and your shipping times are different, you should inform your customers and update this information on your FAQ page and throughout your website.

Some situations when you should update your FAQs include:

• Updating new products or services
• Changing policies or terms
• New commonly asked customer service questions
• After requesting user feedback
• If you find an error
• Optimizing for user experience

Optimizing your FAQ pages can make them more effective at attracting and converting customers while supporting your customer support teams. Here are a few ways to optimize your FAQ pages to meet your customers' needs:

• Make your FAQ page easy to find: Finding answers shouldn't be challenging. Your FAQ page should be easy to find. The first place customers look for an FAQ page is in the website navigation. However, you can also add an FAQ section to your home page with a link to your more comprehensive FAQ page or a link to the page on your website footer.
• Understand your target audience: Before you can create an FAQ page, you should know the types of questions your target audience asks. You should always research and understand your customers to identify their questions and concerns about your products, services, or policies.
• Organize your questions: Categorizing and organizing your questions makes the page easier to navigate and understand while improving the overall user experience. Divide questions into similar themes like products, billing, shipping, and so forth.
• Include a search bar: A search bar can help customers find what they're looking for much faster. In most cases, your customers probably only have one or two questions they want answered, so providing them with a search bar allows them to enter their query to get an immediate response.
• Optimize for keywords: An FAQ page should be optimized for SEO to help more customers find answers about products and services. Many people use Google to answer questions about a particular product or brand because it's the easiest option, so by optimizing for SEO, you can ensure your FAQ page ranks for the right questions.
• Use it for customer service: FAQ pages can be used as part of your customer service strategy, but you need to let customers know they exist if you want to use them. When a customer has a question, they might try to contact your business via email or direct chat. Setting up an automated response to inquiries when your customer support team isn't available can help redirect customers to the FAQ to have their questions answered much quicker and at any time of day.

Ensure positive customer experiences with a helpful FAQ page

A helpful FAQ page can ensure a better experience throughout the user journey by providing customers with the resources they need to answer their questions.

In addition, it can reduce the stress of customer service reps by helping them avoid repetitive questions and answers so they can focus on matters that cannot be resolved with an FAQ section.

Create an FAQ page with Mailchimp. Update individual pages or create a new FAQ page with our website builder. Then monitor its performance and gather customer feedback to ensure a good user experience and an FAQ page that provides helpful information.