Identify your FAQs
“What is your return policy?” “How long will my appointment last?” “Is this product harmful to the environment?” Whatever your industry, you most likely receive questions similar to these from new and curious customers everyday. Now is the time to jot down and answer your most popular FAQs.
In order to create an FAQ page, you will first need to conjure a list of questions that you want to address. These should, at the very least, include the most common queries customers have about your products or services. Based on their abundance in the past, customers will undoubtedly express the need for answers to these questions in the future.
Compile a list of FAQs drawn from data on past customer service interactions, such as phone calls, emails, or social media comments you’ve received. This valuable research will give you an idea of what categories, questions, and concerns to include on your FAQ page.
Aside from tapping into customer service data, you can also find inspiration from the FAQs your competitors have already come up with. Furthermore, you can think about answers that will stress your business’s strengths, and other topics you want to highlight. For example, what is something you want customers to know about your product from the beginning?
If you’re wondering how much information you should put on your FAQ page, the answer is: as much as you want. As your list grows, you’ll want to arrange questions in a way that is not overwhelming for visitors. We’ll touch more on how to do that in the section on how to organize your answers below.
Choose your tone
Your brand has a unique voice that can be established and reflected in the tone of your website’s written content. Let your brand's voice guide your approach to communicating with customers on your FAQ page. Ask yourself, “Will I sound casual? Sensitive? Professional?”
While staying in line with your brand’s voice, keep your FAQ text clear, concise and understandable, without too many complicated terms that might intimidate your readers. People should be able to easily comprehend the answers you provide them. Moreover, short answers that are straight to the point and don’t linger on heavy detailed descriptions are the best way to a user’s heart.
Organize your answers
You’ll probably have to squeeze a decent amount of information into your FAQ page. Whether you have it all prepared right now, or plan to add more over time (which you most likely will), organizing this data into topics and subtopics is essential from the start. Dividing the content on your page will help visitors browse between questions, reach their desired answers quickly, and seek relevant questions they haven’t yet considered.
After you categorize your content, start arranging the topics and subtopics into a logical order. It’s recommended to catalog your questions from the most frequent to more niche. This will come in handy when you start to design your FAQ page, setting the foundations for an organized structure.