It offers consumer knowledge more than anywhere else in your website. That is the main function of establishing a web page devoted to the Frequently Asked Questions (FAQs) asked by consumers. I have come across FAQ pages whose content is convoluting if not lengthy. That’s why I decided to set up a quick evaluation tool that will help you check if your website’s FAQ contains the vital information consumers expect to see.
Offer Support. Don’t even attempt to try and place all information about your products and services in your FAQ page. Instead, for the things that are not frequently asked, you can devote an extra section to provide your communication lines. If it’s possible at all, offer options for Live Chat, Mobile, Telephone, E-mail, and Snail Mail contact.
Frequency Count. The questions you ought to address in your FAQ page should be based from your previous correspondence with your customers. If a lot of people are seeking information about a specific product or service, it means that a lot are interested but would want to get more information first. Place a bullet in your FAQ page that contains product specifics, warranty information, coverage of services, pricing, or shipment and other associated fees. List your questions in terms of the frequency of inquiries you get based on a product or a service.
Be Organized. While it is your goal to answer common questions by your customers, you cannot afford to waste their time by navigating through the page looking for answers. That is just annoying. What you can do is to provide an outline on top of the page, clustering all questions that fall under a certain category. For example, if people are asking about warranty, place all related questions under that heading.
Be Concise. I am asking you whether you have a detailed FAQ page, but it does not mean you can go all the way to the details. Your customers will not have all the time to read a certain process, a rule, or a system. Go straight to point when providing answers to the questions you choose to place there. So how will you know if you are concise? Try asking yourself those questions and give answers to them in your own words. You can also try asking an employee of yours the same question and see how he answers it. Eliminate fluff by beating around the bush and give the needed information right away.
Consider Coverage. If you are operating a business that offers certain products, services, or both, you need to make sure that both areas are covered by your questions. Ask yourself these questions:
- What are the common questions customers ask about my products?
- What are the common questions customers ask about my services?
- What general questions do they have about my business?
When I told you to consider frequency in terms of selecting the questions, I meant making sure that the resulting questions is representative of the components of your business.