Communication and transparency are features that help companies build trust and develop loyal followers. An FAQ page or section is a common way to maintain communication with potential customers and to ensure that company information is consistent and up-to-date.
By offering a platform where users can ask questions and, in return, get answers, potential customers are often able to make informed decisions on their own. Therefore, this type of resource is valuable to a business for many reasons.
In this article, we discuss the importance of the FAQ section, the solutions that can help you answer your clients’ questions, and how it can impact your business.
Frequently Asked Questions (FAQ) Section: What is it and why do I need it?
An FAQ section is a tool that enables companies to organize, create, publish, and manage self-service content. An FAQ section offers customers an efficient and cost-efficient solution for answering questions and gathering information. This type of resource can raise an organization’s CSAT scores and reduce workload for support staff. According to a 2020 Customer Experience Trends Report, “high-performing businesses are 76 percent more likely than average or low performers to provide self-service options.”
Below are some of the key benefits of having an FAQ section on your website:
Reduces Feedback Time
Improving response time is always a good thing! Questions that can be answered via an FAQ section help reduce a support team’s workload and enables a customer to be more self-sufficient. FAQ sections are available at any time of day, making it easy for customers to access information whenever it’s convenient for them. Having a comprehensive FAQ and support section also sends a message to customers that information, service, and experience are a priority.
Improves Knowledge Sharing
FAQ sections can be a resource for customers who want to educate themselves on general concepts or solutions. Since FAQ sections are usually online, they can also be searched and shared, helping to establish a brand as a trusted resource and industry expert.
Helps with Search Engine Result Rankings
When FAQ pages are treated like other main website pages and optimized for keywords, they can help SEO rankings. Identify keywords again of time, and then be thoughtful and concise about asking and answering questions in an FAQ section. The answers should be useful to potential customers but also useful for search engines.
Features of a Good FAQ Section
Complete Answers
Does the FAQ section offer answers and solutions to common questions? Anticipate the needs of your customers so they can find the answers they want easily and quickly. However, it’s important to also be strategic and prioritize the information being included so that it’s high quality. Don’t answer every question that could ever exist; too much content can actually make it more difficult for a user to navigate.
Simple Navigation
The UX design is important, even (especially) on an FAQ page. For example, grouping information into categories can help create structure to the page. A user needs to be able to read and comprehend quickly, so short sentences, section headings, and images can all help with that.
Search
Providing a search bar makes it easy for a customer to find exactly what they’re looking for, especially when there is a lot of content to sift through.
Feedback Tool
A feedback tool enables users to comment on or respond to different questions and answers. Then a company can easily gauge which content is most by the amount of interaction and feedback. This tool also empowers customers to engage.
Updated Content
Like so much online content, FAQ sections should be updated on a regular basis. Identifying an internal FAQ editing cadence can help make sure new questions get added and old answers get updated.
