We find very often the FAQ page on a site. The latter being intended to answer as much as possible to the questions of customers and visitors in a useful way, it is important that it is done well. Because it can indirectly bring you new customers.
We are therefore going to share with you the 6 key points of a successful FAQ page!
1. Answer frequently asked questions
The FAQ, also called "frequently asked questions", originally comes from the expression "frequently asked questions" meaning literally: "frequently asked questions".
So, as you will have understood, the word "frequently" is not to be taken lightly. You will really need to answer all the most common questions that your prospects and customers may have.
In order to know them, be vigilant about the feedback that your customers can give you, whether by emails, on social networks or even by chat.
To do this, check with your team, which is in daily contact with customers.
2. Do not neglect the issues that disturb
Some questions are not always pleasant ... For example:
"Why is your service so expensive?
Why are you no longer marketing my favorite product?
Why is there no refund possible? "
These "inconvenient" questions are often put aside in an FAQ. Neglecting these requests from your customers and not responding to them means, on the one hand, that you have little interest in them.
In addition, if you fail to answer, another person will do it for you (on networks in particular) and the answer will not necessarily be the most pleasant.
Stay honest in the answers to "complicated" questions, trying to turn them into a positive way.
3. Have simple and clear answers
Your clients are not experts in your field, whatever it is. You are the specialist they are headed for. This is why, when you are asked questions of a technical nature, your answers must be understandable by all. Keep a "conversational" tone in your FAQ.
4. Think "conversion"
When a prospect reads your FAQs, they're probably hesitant: they're considering calling you, but they're not sure either, and they might be comparing with competing offers.
The FAQ will be an opportunity to help the visitor to take the next step.
Then, also think about adding links redirecting to your products or specific pages of your site when it is relevant (adapt them according to the question asked) or encourage the visitor to contact you if he does not find the desired information. .
5. An easily found FAQ
One of the last points, but one that is very important: you must be able to find your FAQ quickly and it must be accessible to visitors to your site.
Make sure that the link that redirects to the frequently asked questions is visible on your home page. This can also be placed on your About page or be part of your "homepage".
The FAQ must also be fluid when browsing:
When this contains a lot of questions, they must be sorted by categories,
In each category, the questions must be classified from the most basic to the most specific,
A search bar may be necessary if the FAQ is full.
6. Keep an eye on the performance of your FAQ
Now that you have the key elements to pass your FAQ, you should note the importance of monitoring the progress of the changes made through:
- Emails received from users of your site,
- The traffic it receives or the most viewed pages.
Indeed, it is essential to always know what are the questions frequently received by your customer service. You will thus be able to readjust certain answers of your FAQ or to add new ones.
Finally, look for the relevant keywords on each page of your FAQ that helped your content move up in Google search results.