What does FAQ mean? It stands for the acronym Frequently Asked Questions, the questions most frequently asked. It is one of the resources par excellence of content and trade.
Of course, because if you had the opportunity to reduce your costs by serving customers, have a positive impact on your SEO, and increase customer confidence at the same time, would you consider it?
Did you know that 41% of millennials consult FAQ before contacting customer service? Yes, nearly half of your millennial clients prefer to help themselves before reaching out to your support staff for the right help. Imagine how many support tickets, calls, and chat sessions you could save yourself if you just found a way to help these customers in your FAQ. It’s not too difficult, the key is how to answer your FAQ.
Consider that there is nothing magical in the section of your page about FAQ… it is only yours. Here are some tips for writing FAQs, so you can get the most out of your FAQ while exploring the world. However, before explaining how, you have to think about explaining why.
The design of any site cannot be complete without the FAQ pages. The FAQ pages are expected to be as important as the home page and the contact page. What should you do besides exceed the user’s expectations? The best FAQ pages are useful to humanize your brand, reduce buyer anxiety, improve customer service burden, improve your SEO, and increase sales without sellers feeling you’re selling them precisely.
The FAQs must be structured as if they were requested by users. The following are three practical questions that they write hacks to prevent the wrong questions from undermining the effectiveness of their FAQ.
1. When asking your questions, use the pronoun "I"
It is common for the best questions in a FAQ to be written in the first person.
There is a reason this is the case. Here are a couple of questions you need to answer to better understand it:
"How can I do the PayPal integration process on my product?"
"What is PayPal integration in your product?"
No option is better, but if you’re thinking like a user, you’re more likely to select the first one.
Having a question format that makes sense to the user represents how they think about a query. According to the author of the site documentation, the second way to raise the issue might be more appropriate.
On the other hand, it may be considered that the worst thing is to ask a self-centered question. The policies, concepts, and values of the site are not reflected in them. You don’t sound like a good host asking these questions.
Use the following formats when writing questions for your FAQ:
- How am I supposed to do that?
- Can I think of anything?
- What are my ____?
The easiest way is to create FAQ sections!
The essential thing is to answer all the common questions of visitors by building a FAQ. For this, we will need to follow a couple of steps.
2. Start with an initial word where the question can be asked
Users expect to see questions and answers when they click on a link to FAQ. Frequently asked questions should be structured that way.
Many sites do not use the question/answer format for your frequently asked questions. They have statements (with answers to those statements!) in your FAQ instead of questions and answers, or they consist of questions and statements.
Frequently asked questions containing labels or statements will look weird. For example, let’s take a look at this. your customers constantly ask you if your accounting software accepts payments through PayPal when they buy your product. If you add this to your FAQ page, you should ask, "Can I collect payments using PayPal?". PayPal should not be labeled as "Paypal payments."
To create your FAQ, use one of the following question words for each common query you receive:
- How many
- Is it possible
3. Use your users' language when writing
Frequently asked questions become unclear when they are filled with convoluted jargon. Users often need to relax their minds to get a full understanding, so the user experience of your FAQ is affected as a result.
Let’s assume that, in our example accounting solution, another common user question is whether PayPal can be used to raise money. Actually, what they’re asking is if you accept PayPal as a payment method.
Don’t use these technical terms in your FAQ, but you should be able to include this question. You should always follow the way the user puts them. Consider this example: "Can I collect payments through PayPal?". Avoid: "Can I use PayPal as a payment method?".
What do you think about that?
The easiest part of applying this advice is that you already know what your customers say and what language they use. It’s simply a matter of incorporating that information into your FAQ.
So, for your next FAQ, think about your users' query terms. If your answers are helpful, not only will your customers get immediate help, but you’ll also save hours of support and advice, and you could use this time to improve your product or expand your business.
Writing useful answers isn’t hard if you follow some simple ways. Here are some that will help you pack a punch with each answer.
Create a FAQ section to help answer common visitors' questions. Here you have a video with even more information about FAQ:
1. It can be tempting to ask questions repeatedly over the phone, as telephone support agents often repeat your questions.
To make sure you have everything right, use the key questions. There is no particular follow-up, except to understand the question and answer it correctly.
Similarly, don’t write the FAQ answer yet. Wait until after you’ve covered the next FAQ. Reread the question to understand what the user is doing. Sort the questions according to your types. If you identify the correct type of question, you can answer it appropriately.
Consider a SaaS web analytics application, a software package that monitors website traffic and provides information to webmasters. As an example of different types of questions and how to answer them.
The following are some examples of FAQs and the correct way to answer them:
There are types of questions that can only be answered with a yes or a no - Questions can be easy to answer. What about multi-domain capabilities?"
The approach to answering this question is:
The answer to our question could be, "Currently we do not support..." or "Right now this is not possible...but..."
As we write negative answers, we will try to avoid writing "No" brazenly as answers.
If the answer is "yes", then we could indicate that and then include a line similar to this: "Yes, our product works in multiple domains (accompanied by any conditions if necessary)..." and then a link to the instructions to make the product work across multiple domains.
Questions of type what
Customers who ask FAQ-style questions want an objective answer. An answer to such is quite simple. Answer such questions with direct and direct answers.
"What types of payments do you accept? "
Here is how to respond:
It is simply a matter of listing the various payment options, such as PayPal, credit cards, etc.
Types of questions that show the reader’s desire to "do" something.
Write a short answer to the question of how or concerning the most relevant article in your knowledge base if the answer is too complex to be answered in a few words.
"Is there a way to erase the data history? "
The approach to answering this question is:
Instead of giving simple instructions on how to get to the reset button, we will give you instructions on where to find the reset button. However, we would prefer to link to a support article dealing with the topic if the method of erasing the data was not so straightforward.
Questions in the "why" style
Why do the questions that indicate the user is simply trying to understand how something works. You should back up your answer with any font that makes you sound more credible by answering "why" style questions. If questions raise concerns, try to reassure your users.
"Do I need to access my Google Analytics account?"
When we used our tool, we were able to tell users that there was a need to access the historical data on the user’s website. In addition, as a means of reassuring our users, we never track or collect any personal information.
2. Answer the question and match the answer
What if your correct answer was hard to follow even though you had the right answer?
Sometimes the right answers fail when they are not properly designed for the question, faq examples
As an example, let me explain:
When someone asks you what your name is, how would you answer?". Instead of just saying, "My name is...," you reply, "People call me..."
Frequently asked questions with mismatches between questions and answers make users feel lost, have no impact if they don’t match the style of the question.
In her questions and answers article, Kerry Redshaw illustrates how questions and answers don’t impact when the answer doesn’t align with the style of the question.
3. Minimising the jargon
This is your niche, you know it well. Also, you know the keywords that are relevant to your niche. Technical staff members, for example, are familiar with the differences between WordPress.com and WordPress.org, APIs, and integrations.
We owe them an answer using industry-specific lexicon (or slang, as you might call it) but is it fair to use such terminology? No. Every time we talk to our customers, we design our conversation to match the level of technical knowledge of the customer.
The same goes for answering FAQs. If a customer is not technically skilled, think about them and respond to them. By doing so, you will avoid jargon in your responses, and your users will really understand what you are saying.
4. Have three people review your answers
A FAQ section with incorrect answers is embarrassing. The person who answers your users' FAQs may not be the best person to do so. You should go through each response with these three people on your team to avoid getting hurt in the future and to make sure your answers are easy to use:
1. Become a product expert: your answers will be reviewed by the product expert, well, as they are experts.
2. An Agent Assisting the Customer: Customer support agents are more likely to provide you with information about common problems, making your responses more empathetic. ¡ As they interact with users, they know the language they understand!
3. Marketing department: You can make sure that no jargon slips into having your answers reviewed by a seller.
5. Increase readability in format
Even FAQ answers must follow the rules of format for readability.
Text can be divided into style elements such as lists, bullets, tables, bold, italics, and more. When using these, you will avoid writing long FAQ answers. You should also include screenshots and videos where appropriate.
Try to write frequently asked questions from the perspective of your customers. This is the only way you’ll be able to build a relationship with them. A poorly written FAQ will fail no matter how good it seems to you.
If you understand what your users want to see in your answers, you can dramatically improve them. Think about this exercise and you’ll see how your answers will finally benefit your users once you start writing them.
Do you find it hard to follow the answers on a site’s FAQ page? Don’t hesitate to share your thoughts in the comments! So what’s the format of your FAQ?
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