Why FAQ Pages Are Important & How to Make a Good One?

Are you wondering if it’s necessary to have an FAQ page on your e-commerce store?

The FAQ section (or Frequently Asked Questions) on your website is an indispensable source of important information about you as an entrepreneur, your business, and your products.

It can be a powerful tool for increasing sales, attracting customers, and retaining them if designed and used correctly. It is a superb time-saving tool when it comes to customer service hours.

It's the sweet spot where customers and curious onlookers "should find answers" about basic details such as pricing, shipping methods, tracking, and your policies concerning refunds (should the need arise), replacements, and other customer service-related inquiries.

Benefits of FAQ Page

Almost all large e-commerce stores have an FAQ page, so why shouldn’t you? It undeniably improves the customer experience. How? It lets your customers find answers to critical questions – all on one page.

If you need a little push to get your FAQ page started, here are some crucial things you need to keep in mind.

Worry-Free Consumer

Communication plays a “significant role” in creating a cozy customer atmosphere. The FAQ section precisely creates that laid-back, easygoing ambiance by keeping the customer informed about how and where they are spending their money.

All of us are customers of the products that we chose and purchased. We love to be kept in the loop about what we buy, the store where we buy it from, and whether it is worth spending on.

To be “well-informed” and “secure” buyers, we do our due diligence by reading the FAQ section to understand more about what we are getting into.

The FAQ section eases our minds the more we know about the product, the company, and the purchasing process.

Remember: The more secure a buyer is, the more purchases they make.

Image Management

FAQs establish an image that you are on top of things, and you know in advance that they will be asking questions and that you already know the answer even before they request it.

It sets the precedent that you are reliable, well prepared, efficient, and organized.

Free Up Inbox

Imagine that your sales staff can be overwhelmed by the sheer volume of inquiries they need to respond to via email or phone. This can be time-consuming and keep them away from doing other important aspects of the business.

An FAQ section can significantly minimize the flood of questions from customers. As they get more informed, the fewer questions they will ask through email.

How To Write An FAQ Page?

Now that you are all hyped up on why you should get started with your FAQ page, let’s look at some pointers to remember when writing your FAQ page.

Main Menu or Footer?

Ensure that your customers can easily find the FAQ section by placing it in high-visibility areas such as the main menu or the footer.

Usability studies show that users tend to look at the footer and expect essential information to be there.

On the other hand, the main menu or navigation bars can be easily accessed wherever you are on the page.

Thus, whether to put your FAQ Page on the main menu or the footer would depend on your web page design. Either way, both are great locations to place your FAQ link.

The Search Bar

Help your customers find answers fast by adding a search option instead of scrolling through dozens of questions.

Typically, customers would only like to see answers to their questions. So, the search bar can help them find the answer by typing in a keyword or a string of words.

The search function can greatly improve your website's user experience (UX) by making them find answers fast.

Link Your Pages

FAQ pages can drive traffic to your pages, so don’t forget to work on your internal links. Arrange your FAQ by categories and place the important ones on top.

Ensure that your website is easy to navigate by adding hyperlinks to relevant pages. This greatly helps your customers save time but at the same time increases their engagement on your website.

Conclusion

An FAQ page is a much-needed resource for your eCommerce website as it doesn’t just save your customers' time and improves your website’s usability by helping your customers find answers fast.

We hope that this quick guide can help you create your FAQ page that will surely help your customers find what they are looking for. You can also check out e-commerce builders such as Shopify and Shoplazza and find great examples.

(Contributed by Renz Moralde & Hermes Fang)