If you’re a small business that sells something, provides a service or dishes out complex information then having an FAQ page on your website is a no brainer.
For a start they help cut down on the time it takes to answer repetitive customer questions, while simultaneously making it super easy for your customers to find the answers they are looking for (an opportunity to pick up extra customer experience points here!)
So if you want to get cracking on creating a new FAQ page for your website then check out our breakdown of real time messaging platform WhatsApp for some inspiration. We’ve used Whatsapp’s FAQ page as an example here, because we think it’s pretty spot on.
1. Make the questions bold and readable.
Your customers need to be able to scan quickly for the information they need.
2. Make answers scannable – Use bullet points where needed
3. Stick to your customer’s language – Make use of your buyer personas
Don’t be overly technical or use language filled with jargon. If you over complicate things the customer won’t get value from the answer and will end up having to get in touch to as the same question again.
4. Use visuals where appropriate – Use icons to demonstrate different categories. If a diagram or screenshot can help clarify, use it.
5. Consider the word Count for your FAQs
There are no tips for the specific work count of an FAQ, the length is dependent on the complexity of the question. Always make sure you summarise the answers in the best possible way.
6. Use at least 6-15 FAQ’s per category
Have more? Consider grouping them together or answering related questions in a blog post, and then linking to that blog post with one FAQ.
7. Consider internal linking
Link each answer and the entire FAQ page back to a related page, it helps keep the user experience as seamless as possible.
8. Give your visitors a search option
Let your visitors search for questions.