Sample FAQ

An FAQ (Frequently Asked Questions) page is a dedicated resource space on your website that addresses common customer queries about your products or services. FAQ pages are a pillar of great customer service.

An FAQ page is a type of technical documentation that streamlines the customer service experience. When used correctly, your FAQ section is a valuable asset. Here are the biggest benefits of creating an online FAQ webpage.

• Improved customer experience: Nearly 70% of consumers try to resolve their issues on their own before reaching out to support. Compiling and organizing answers to all the common questions in one place provides a better customer experience that enables customers to find answers without contacting a live agent or support rep. 
• Deflects support tickets: An FAQ page that answers your customers’ most common questions reduces the volume of repetitive inquiries your customer support team has to handle. It’s a proactive customer service initiative that allows your customer service team to focus on critical support issues and respond faster to customers who need help with complex problems.
• Increased customer knowledge: An FAQ pages acts a source of truth for your product or service, and allows customers to increase their knowledge of your company’s policies, product capabilities, etc.
• Improved visibility on search engines: FAQ pages allow organizations to build a search-friendly repositories of pages that answer common questions on a product or service which is crawled by Google and other search engines. This provides a new way for customers to find support-related documentation and answers via simple online search engines According to a study by Ahrefs, 12.3% of search queries have featured snippets, and the click-through rate for featured snippets is higher than for regular search results.

While similar, FAQ pages and knowledge bases serve different purposes. Here’s how a knowledge base differs from an FAQ page.

Here are a few best practices to follow in order to create a user-friendly FAQ page.

1. Research your most frequently asked questions

When deciding on what to include in your FAQs, a great place to start from is the customer service records, such as emails, phone calls, support tickets, and your social media comments. Your support team can also tell you what they are tired of answering the most and the topics customers often enquire about. These are ideally the questions that your FAQ page must answer.

2. Curate your questions into categories

FAQ pages must be kept concise and easy to navigate. A desirable FAQ page is well organized and allows customers and potential customers to find all the information they need in the easiest way possible.

Categorizing your questions will help customers zero in on the information they’re looking for without having to sift through a long list of random questions. One way you can do this is by grouping common or top questions together or into themes such as “Payments” or “Refunds.”