Gerry McGovern outlines some of the key problems with FAQ sections on websites, including the following:
When I wanted to update my address for my TV license, out of desperation I ended up on the FAQ page. The first question was: “Why is it important to pay your TV license?” Right. A definite FAQ…
Sarah Richards, who did excellent work for GOV.UK in creating useful content, has written a number of great pieces debunking the FAQ. “FAQs are convenient for writers,” Sarah has written. “They put everything in a long list; it’s all neatly organised and the ‘Q’ does a lot of work for you. But they’re more work for readers – questions take longer to scan and understand than simple headings and you can’t take any meaning from them in a quick glance.”
FAQs
Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service.
What is the purpose of FAQs frequently asked questions? ›
Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service.
What should FAQs include? ›
An FAQ page (short for Frequently Asked Question page) is a part of your website that provides answers to common questions, assuages concerns, and overcomes objections. It's a space where customers can delve into the finer details of your product or service, away from your sales-focused landing pages and homepage.
How does a frequently asked questions FAQs page on a company's website help build customer trust? ›
Often customers come to the FAQ page because they still have concerns about a product or business. The FAQ page can address those concerns and provide an easy way for customers to complete the purchase process through a call-to-action link that might take them to the pricing page or another key website conversion page.
What does an FAQ look like? ›
An effective FAQ page should include a clear and concise introduction, questions and answers divided by categories, links to additional resources, and a search function to help visitors quickly find the answers they are looking for.
How do you answer FAQs? ›
How To Handle FAQs Effectively
- Keep the structure logical, clear, and simple.
- Make sure the answers are straightforward and concise.
- For detailed explanations, provide a link to a guide or article.
- Regularly update questions and answers with new information.
- Organize questions into categories.
- Provide a search bar.
abbreviation for frequently asked question: a question in a list of questions and answers intended to help people understand a particular subject: If you have any problems, consult the FAQs on our website.
What are some common FAQ questions? ›
Some common examples include questions about service hours, shipping and handling, product details, return policies, etc., depending on the industry. You can have different FAQ sections for different pages of your website. Your FAQ page demonstrates how well you understand your customers.
What is the key to a well-written FAQ? ›
Tips to make an effective FAQ page
Keep it brief. Short, straightforward answers are the most effective way of relaying information to customers so try to keep it brief. Try not to write more than a paragraph or two for each question. Consider the customer journey.
What are FAQs explained? ›
Frequently Asked Questions (FAQs) are a compilation of frequently asked questions and their answers, which are used to provide users or customers with information on frequently occurring concerns or problems quickly and efficiently. FAQs are often used on websites, in product manuals, or in customer service portals.
Cons of an FAQ
FAQ pages can also be hard to navigate, especially if they are long. It can be difficult for a user to sift through many questions to find the information they seek. It can also be challenging to write questions phrased the way a user would ask them.
Are FAQs still relevant? ›
Just because FAQs aren't displayed as much in rich results doesn't necessarily mean we should do away with them entirely. Many site visitors do read FAQs and find them helpful and informative. Instead of doing away with FAQs entirely, make sure that your FAQ page is relevant and useful for customers.
Why create FAQs? ›
The purpose of an FAQ page is to provide quick answers to common questions that your business can anticipate. Companies should continuously expand this resource as they acquire more data. “Having an FAQ page is a way to be more proactive and predictive about what your customers or clients are going to need help with.
How to create an effective FAQ? ›
To provide that kind of self-service experience, here are some universal FAQ best practices you'll want to adhere to.
- Use data to pick the right questions. ...
- Answer questions in multiple formats. ...
- Decide how to structure the FAQ section. ...
- Settle on an FAQ page design. ...
- Make your FAQ page easy to find.
Tips for writing a good FAQ page
- Make the FAQs easy to find.
- Write questions from the point of view of your customer.
- Write the FAQ sheet in an actual question-and-answer format.
- Keep answers short.
- Fully answer the question, don't just link to a different page.
- Start your answers to yes/no questions with a “yes” or a “no”
How many questions should a FAQ page have? I suggest at least 10 for a full FAQ page. Most businesses can find at least that number to answer concisely. The exact number is less important than being organized and concise.
What is the FAQ section used for? ›
A frequently asked questions (FAQ) list is often used in articles, websites, email lists, and online forums where common questions tend to recur, for example through posts or queries by new users related to common knowledge gaps.
What is the purpose for asking why questions? ›
For example, if you're trying to understand why an organization or individual has made a particular decision, asking “why” can help you to uncover the underlying drivers of that decision and find the GAP. Another important benefit of asking “why?” is that it encourages critical thinking and problem-solving skills.
What does FAQs offer? ›
An FAQ page's purpose is to help customers find answers quickly, and since customers often have similar questions, having a page that lists these common questions can help them save time. Here are some additional benefits of FAQ pages: They help educate customers.
What does the FAQ refer to? ›
frequently asked question; frequently asked questions — used to refer to a list of questions and answers that is shown on a Web site to provide basic information to the people who use the site.
