E-commerce buyers undoubtedly have a plethora of doubts before placing an order. If your ecommerce store has various alternates and versions available for any products, then the doubts tend to increase significantly.
Convert these doubtful visitors to customers by answering their doubts effortlessly through the FAQ page. However thorough you are in your document or explainer video, policies and procedures, and so on. There will be questions that require clarification and clarification.
Creating an FAQ page gives customers an accessible resource to get the information they require and decreases the chance of dissatisfaction. It will also benefit your brand since you will not be required to continue answering the same questions over and over. In addition, this could also provide your website with search engine optimization by optimizing your FAQ page to searches and creating internal hyperlinks.
This article will show you how to create an FAQ page and break it into an easy-to-follow format. In the end, you will be familiar with the fundamentals of the FAQ-creating process, as well as the most critical error to be avoided.
1. Answer the Right Questions
Before you do anything else, you need to determine the specific questions you have. The most important alphabet in these FAQs includes “F.” You must respond to frequently asked questions , not only those occasionally asked. If you do not, you could end in a situation where you have added too many details that confuse buyers instead of aiding them.
So, how can you ensure that you are answering the right questions?
I suggest looking through emails, support tickets, and customer service messages and identifying the most frequently asked questions that come repeatedly.
“With the longtail, less frequently asked questions, leave these to be addressed by your support team or a knowledge base article.”
2. Be concise and clear in Your Responses
When you write answers to questions, conciseness is vital. The objective here is to give answers without rambling on about extra information. In reality, this is more difficult to accomplish than if writing is not your primary ability.
3. Break information down into categories
As I mentioned before, the most important thing you do not want to overwhelm customers with an overwhelming amount of details.
Instead, you’ll want to provide a seamless, easy experience that allows users to concentrate on the specific details they are looking for without any hassle.
The most effective way to accomplish this is to divide everything into different categories such as deliveries, orders, returns details, payment information, etc.
4. Consider Adding Screenshots When Answering Tricky Questions
Although it is probably not required for all answers, putting in some screenshots could be extremely helpful when the simple text does not suffice.
5. Insert Relevant Internal Links
In addition to adding external links, you will want to include internal links, which serve two significant goals. It first aids in speeding up obtaining information for shoppers, making it easier for them to locate answers to their questions. Instead of writing lengthy responses, sending the user to another web page usually makes sense.
In addition, it is advantageous from an SEO perspective.
By putting inappropriate internal links assists, search engines understand the purpose of your content. This also strengthens your link profile overall.
6. Place Your FAQ Link in a Noticeable Location
It is impossible to know when shoppers will ask burning questions. A few may notice them immediately upon arriving at your homepage. At the same time, some might have them later within the sale funnel, such as when they’re exploring a particular product or when they’ve reached the point of checkout.
Customers must be able to get answers quickly at any time. I recommend placing links to FAQ pages in a prominent position, just like the main menu. FAQs in the footer make it easy for those who scroll down to the bottom of the page, searching for navigation elements. If your customers can find your FAQ page without trouble, you’ll be fine.
7. Consider Adding a Search Bar
This is an excellent option for those who have just one query and want an answer quickly without having to sort through categories or browse through a myriad of queries.
8. Include a Popular Questions Section
Another method to streamline things even further is adding sections that cover the most popular questions, the ones frequently asked. This is an FAQ page inside an FAQ page. It is a way to give customers answers to their most commonly asked questions.
9. Be Conscious of Aesthetics
Similar to any other online content, your FAQ pages must appear appealing. If you can make it visually appealing, people are more likely to look and feel more comfortable using it.
10. Make Continual Adjustments
I’ve one final suggestion to add. A FAQ page must be treated as dynamic, not static. Your e-commerce company will change, and it’s essential to keep making adjustments to ensure that your customers have the most current information.
Perhaps your original return policy was thirty days. However, later you changed the policy to 45-days. You will likely need to amend your FAQ page to reflect the change.
Perhaps you’ve received a flood of emails asking questions that aren’t answered on your FAQ page. You’d likely like to make an effort to add it to your FAQs page so that the next customers will have a convenient answer.
The result of a well-designed FAQ page will be straightforward to use. Therefore, don’t overthink it. It’s as simple as short and concisely providing solutions to shoppers’ most frequent queries. Utilizing the formula described above will help you achieve this while keeping friction to the minimum.
So, customers can easily find the information they’re seeking and get answers to urgent questions and then continue doing their business. What’s the most significant issue you’ve encountered when you’re trying to find the answers to your questions on the FAQ page?