Do You Need a FAQ page?

Video Transcript:
 
Title:  Do You Need a FAQ Page?
 

What will you learn?

  • What is a FAQ page?

  • Why is a FAQ page important for your business?

  • What are frequently asked questions?

Hi, I am Kelly Richardson the founder of Fashion Entrepreneurs of Houston.  If a potential customer lands on your website and has unanswered questions they will likely leave and continue on to the next website that will be able to answer their questions.  This is why you should have a Frequently Asked Questions (FAQs) page on your website. 

 

On a FAQ page, you provide the answers to questions that your customers and prospective customers ask most often.  In the absence of you physically being present to answer questions your website visitors can obtain more information about your products and services to help them decide whether or not to make a purchase or pursue getting in contact with you to inquire more.  If customers were in your store or had the ability to visit your place of business in-person what questions would they ask the salesperson?

 

Even though this page is commonly referred to as a FAQ page you can also call it a HELP, SUPPORT, or CUSTOMER CARE page.  Examples of FAQs include, “What forms of payment are accepted?”, “What shipping options are available?”, and “How can I check on the status of my order?”

 

When an existing or potential customer asks you a question or questions about your business take notes.  It’s likely that others considering purchasing from you would like to know that same information as well.  FAQ pages can save you time and energy since it can reduce the amount of time you spend verbally answering customer questions over the phone or in person.  If you are just starting out your business and you’re not sure of what information a customer would be interested in knowing check out websites of others in the industry selling the same or similar products and/or services.

 

Keep in mind the objective of the FAQ page is to help your customers and prospective customers find information about your products and services quickly.  If you have a lot of questions and answers you may consider organizing them by topics.  For example, you may have a section explaining shipping, returns, and/or payments.  You can also provide search functionality to help visitors find the answers to their questions faster.  It is a good idea to provide contact information on your FAQ page so that customers can get in touch with you to answer additional questions or resolve any problems they may have.  You could also provide the option for live chat on the page.

 

Consider answering questions with sequential steps where practical.  For example, if the frequently asked question is “why hasn’t my order arrived?” the sequential steps may be as follows.  Step one, check your invoice for the estimated ship date and/or delivery date.  Step two, track your order using the tracking details provided in the shipping confirmation email.  Step three, if a tracking number has not been provided, the item has not yet arrived by a certain date, or once the item has been confirmed as delivered and not received contact customer service.  You can also use bullets and drop-down menus to format your FAQ page to make it easier and quicker to skim through and read.  In addition, to your text description, you can also provide images or video detailing the necessary steps to go along with your answers.

 

Provide answers to questions that your customers have actually asked.  If someone has taken the time to navigate to your FAQ page, they are probably interested in what you have to offer.  They may just need one or two questions answered before they make a decision to buy from you.  Make sure the questions are answered concisely, in sufficient detail, and that your answers are useful. You should be providing valuable information.  Make sure to update your questions and answers over time as your business changes and evolves.  Avoid providing links to other questions in the answers, that send customers in circles, and never actually answers the customer's questions.

 

If you have a service-oriented business you can include a question or two that educates your customers.  For example, if you are a hairstylist you can answer the question, “What is the difference between a perm and a relaxer?”.  Asking educational questions can help you rank higher for search engine results.  Check out our video titled, “What is SEO?” to learn more about how to get your website to show up in search engine results.

 

Providing a FAQ also can help you prevent customer complaints and negative reviews.  It allows you to set expectations.  In the absence of information, a customer will probably come to certain assumptions.  For example, if you don’t state how many days a customer can expect to receive their order after they have made payment, they may assume it should only take three days.  In reality, it may take seven days.  By then your customer will be frustrated.  Often, frustrated customers leave bad reviews.  If the customer knew in advance it would take seven days, they would probably be less likely to get frustrated.

 

In summary, providing a FAQ page on your website helps make the decision process easier for customers who are considering purchasing from you.  It can save you the time of having to repeat the same answers over and over again to different customers.  A FAQ page may result in your website being discovered more often by customers searching for answers online.  Customer complaints may be minimized with a FAQ page.  Consider organizing your FAQs in sections; make them skimmable and searchable; ensure that they reflect the questions your users really do ask frequently.  Make your FAQ page informative and helpful!

 

 

Your action for this week is to add a FAQ page to your website.  If you already have a FAQ page consider updating it with additional questions and answers that your customers have asked about since you last created or edited your FAQ page.  Thank you for watching.  See you next time.

Resources:

(I've compiled a list of commonly asked questions to help you get started.  These lists are general and are in no way all-inclusive.  Be sure to add questions specific to your business.)

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