A FAQ page (or FAQ) is very useful for business as well as for customers. FAQs help visitors receive information quickly. By not needing to make direct contact with the business you save time in customer service while still providing care. When a buyer can resolve their doubts quickly, they are more likely to decide to make a purchase. The best FAQ pages are made with real questions sent by visitors, however, when you start it will take time for you to have them. But, you can always go ahead and create some that cover basic points about your business. Here are some FAQ ideas that you can’t miss on the website.
What is X?
This question may seem obvious but it is one of the most recurring FAQs. This question refers to what is the product or service you sell or what is your company. (Here we ask the question in this way but in reality, we would have to replace the variable X with the name of your business, product, or service).
You’re probably thinking that’s why there’s the specific tab "Who are we?", however this question on your FAQ page must be different. Part of the success of the FAQ pages is to contain concise information, which goes straight to the point. Think of it as an encyclopedic page, the information should go to the point. On your "Who are we?" You can extend your motivations, values, mission, and vision. On your FAQ page when you answer "What is X?" you should limit yourself to a simpler possible answer.
Let’s imagine you have a company that sells kitchen utensils called "Everything Kitchen". On your "Who are we?" You can include some of the company’s founding history, you can tell that they want to make life easier for people who are in charge of cooking at home, you can also say that they are committed to quality… etc. While on your FAQ page I would say something like:
"What is Everything Kitchen?
We are a company dedicated to the sale of kitchen utensils to facilitate the domestic preparation of food".
No more, no less. Don’t get complicated with the answer to this question. It serves only to guide your visitors more clearly. This question is especially important when your page is dedicated to something more abstract than selling a common product. It’s extremely important to clarify what service is or to clarify what kind of solutions your business offers.
Purchases and shipments
To make more sales, it is good to make clear to customers how to buy. Even if what you’re selling is a service, make it clear to them how to hire you or how to make an order. This section of the FAQ page is what shortens customer decision-making time. A good structure that covers enough information about it can help you do more business
If you sell a product, don’t forget to include something about shipments. One of the things that worries online shoppers is knowing that their merchandise will reach its destination. That’s why it’s important to clarify which service you’ll be using, the costs, and how many waiting days is usual before your order arrives.
Some of the questions you’ll want to cover are:
- How can I place an order?
- How can I hire a service?
- How can I track my order?
Also, if you have a membership or trial period, include policies that address costs and conditions of trial periods:
- How can I acquire a membership?
- What are the membership payment plans?
- The free trial is paid at the end of 30 days?
Regardless of what you sell, you will need to have methods to receive payments. A person’s payment information is sensitive data and before you risk making a purchase it is important to investigate. That’s why people like to get rid of worries about the issue. That is why it is important to have a section dedicated to this issue, where you can make clear the payment methods that you have available and assure your customers that they are making a safe purchase.
Some of the frequently asked questions you can include in this section are:
- What forms of payment do you accept?
- Do you accept international credit cards?
- Do they tax their products?
Making returns can be annoying for businesses but it is good to have that availability, which gives a better image to customers. Although, of course, not every reason is good to accept a refund, especially if you’re a small business starting and can’t afford 100% satisfaction policies without asking questions. Therefore, before offering returns it is a good idea to think about the conditions and to make them clear there is nothing like the FAQ page.
Also, including your well-listed terms on your FAQ page can help protect you from unfounded claims. If you include a section with questions that cover all your return conditions you will let your customers know that you are accessible, that you are interested in their satisfaction, but also avoid abuse by scammers.
Some of the frequently asked questions you should include are:
- I want to make a return, what do I do?
- How can I request a refund?
- How do I return a gift?
These examples cover the basics, but a strategy to leave nothing out is to do the return policy first and then put yourself in the customer’s shoes. After reading it, what doubts do you have? Another method is to highlight the most important points in the return policy and to draft questions that respond to those points.
If you are handling payment information or personal data (because you handle memberships or profiles of your visitors), it will be good to have a section on your FAQ page that alleviates some security concerns. Almost all websites (or at least those of good repute) have their privacy policies insight, however, those statements can be too long and language difficult for most. That is why it is not necessary to answer some questions about this topic.
If your visitors need to log in to browse your website, they will want to be sure that you make good use of their data. Also, how can users manage public information that is only between them and your website? What if they lose their password? These profiling issues are directly related to security and it’s a good idea to cover them before your visitors need to contact you.
Some FAQ examples you might include are:
- How to verify my account?
- How to recover my password?
- How to configure my account privacy?
Regarding the security of personal data and payment, here are some ideas:
- Is my banking information stored on the site?
- Are my bank details shared with third parties?
Security and privacy policies are sensitive issues on the web. If you have questions about how you should handle your viewers' or members' data, review these recommendations to keep your customers' data safe and this guide to writing privacy policies.
Report a problem
No website is flawless. When a user is not having an optimal experience, they will want help. The first help contact can be your FAQ page. As stated in the introduction, this will save both parties time. For this section, you should consider what problems may occur that require assistance.
- What can I do if I can’t download the catalog?
- When I try to pay back my payment method bounces, what’s going on?
- Why am I being denied access to my account?
Perhaps the client needs to change browsers, select the credit box instead of the debit box, or wait for a password change to be registered… You have to think of solutions with instructions that the client can execute on his own. Only then will they be receiving real help.
In this section, it is vital to include a direct contact or support option. Why? because if after attending to the suggested solution the problem persists to have the support of a real person will give more tranquility to the user. Yes, the FAQ page is the first level of customer service, but you should not neglect others and human contact is often invaluable.
Frequently asked questions or FAQs can be difficult to develop when a business is running but it doesn’t mean they should be left empty. The best thing you can do is to get ahead of the questions that may arise about the most relevant topics on your site. The first thing to answer is what your brand is, what you sell, or what you promote. Especially if you are looking to do business online you must include a question about: shopping and shipping, shipping information, returns, security and report a problem.
If you want inspiration for your FAQ page, check out these FAQ page examples.
What else would you include on your FAQ page? Tell us in the comments.
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