7 Tips for Creating a FAQ Page
FAQ pages help customers find answers to their most pressing questions without requiring them to contact customer service. Self-service is used to troubleshoot without placing extra stress on contact center agents. However, a poor FAQ page can frustrate the customer and require them to call in for live help. Here are seven ways to make sure your FAQ is doing its job.
- Give customers something to focus on.
Customers don’t necessarily know how to find what they’re looking for on your website. This is why you need to create focal points on the FAQ page. Instead of having a laundry list of the most recent searches, include links to the most frequented help pages. You may also want to add a box with the top five or ten most common help desk questions. Visitors should also have a way to search for their query.
- Include a search box.
There’s nothing worse than going to a company’s FAQ page and having to scan a long list of questions to find the one you need answered. Put a search box at the top of each page so customers can quickly find what they’re looking for.
- Make the text readable.
Tiny text is difficult to read, especially when someone’s viewing it on a smartphone. If your customers can’t read your advice, they’re going to contact customer service.
- Write natural titles.
Titles don’t need to be long and superfluous. Don’t use company speak or technical terms that the average customer isn’t going to understand. Instead, create titles that sound like the customer’s language. For example, “How do I use backup my computer?” is a simple question a customer might ask.
- Make sure to solve the problem.
If a customer ends up on your FAQ page and finds the link to an article titled, “How do I backup my computer?” the content on that page has to actually answer the question.
- Limit FAQs.
FAQs need to be limited in two ways. First, the answers themselves need to be short and to the point. Second, the number of FAQs you list in your help center should be trimmed down to just the necessities. While you may think that every single detailed question needs to be included on your FAQ page, there’s such a thing as too much information. When you offer too much help, customers have a difficult time finding what they really need. Customers don’t need to be overloaded with information; they need to find the one answer to the one question they have.
- Update the FAQ database regularly.
It’s necessary to tweak FAQs on a regular basis in order to stay relevant to what customers are looking for. Use data to determine which questions are being asked most frequently and which FAQ aren’t fully answering the customer’s question. Additionally, remove any FAQ that are no longer relevant to your current selection of products and services.