A FAQ page is usually one of the first things a customer looks for if they’re experiencing a problem on your website. But so many FAQ pages are littered with bad copy, or never updated or glanced at again by website owners. Are you one of them?
Different industries in most cases require slightly different approaches to their FAQ pages. That said, you should consider using a FAQ template that fits your industry and the type of questions your customers need answers to.
Simply put, a well-written, effective FAQ page is essential for business growth and brand positivity. It helps your customers quickly find answers to any questions or problems they may have which reduces any rising frustrations.
It also serves another important purpose that you might not be aware of: helping your website’s search engine optimization (SEO).
Before we get into the nitty-gritty, here’s what we’ll cover:
Why A FAQ Page Is Crucial For Your Website
A FAQ page is critical to your business success for a number of reasons.
First, it improves the user experience by immediately addressing your customer’s needs. Your saving your customers time by answering their questions. This immediacy can prevent them from having a negative experience on your website. Instead, they will have a solution to an issue they’re experiencing right away.
It also prevents them from needing to contact you to ask you a lot of questions, which saves you time and administrative overhead as well.
A FAQ page also builds trust with your customers as you’re exhibiting that you are there to help. In many cases, the FAQ pages is one of the first pages customers will visit when they come to your site.
Furthermore, it allows you to extend your brand reach by writing your FAQ page in a way that shows off your business culture and “personality”.
If you answer questions in a fun and upbeat way, it can convey this feeling to your customers (this applies to all website copy, not just FAQs).
It can also show customers that you are an expert in your field, by showing them high-quality content and useful information.
You might be surprised, but a FAQ page helps you to improve SEO for your website. A FAQ page is yet another opportunity to include keywords on your website.
Once you know what people are asking to get to your website, or what they’re curious about when it comes to your products and services, you can use those questions as headers in your FAQ.
This way your FAQ page is more likely to show up on search engines when users search for those questions, which gets them to your website.
A FAQ page also drives internal page views to other important pages.
FAQ Format Templates For Your Industry
There are a number of questions that you should ask in your FAQs and they all depend on your industry, products and distribution model. You can use the following questions for each industry as a FAQ page template.
FAQ templates for consumer packaged goods
FAQs for companies that work with consumer packaged goods (CPG) will be slightly different than for some industries, because they are dealing with physical goods. Many companies will be handling services or information rather than a physical item. Most questions for these FAQs will revolve around payment, delivery and returns.
Questions for your CPG FAQ include:
- I haven’t received my package, what do I do?
- The shipping information says “Delivered”, but I never received the package. What do I do now?
- Why is my package going via another city when being delivered to me?
- Why do I need to sign for my package?
- Why doesn’t my tracking number work?
- What kind of payments do you accept?
- Are there any fees or taxes for my order?
- How is shipping calculated?
- What do I do if my package is lost or damaged?
- Can I pay with Bitcoin?
- How do I make a user account for saving order details?
- Can I cancel my order?
- Do you offer refunds or exchanges?
- How can I contact you?
- When will my order be shipped?
FAQ templates for media publication and subscriptions
This type of service will have slightly different FAQs, as customers will be wondering about billing, frequency, changing subscriptions, or how digital media and physical media are handled.
Questions for your media publications and subscriptions FAQ include:
- How much does the subscription cost?
- How frequently do I receive a new issue of your publication?
- If I already subscribe for a physical paper, do I get a digital subscription as well?
- Can I share my digital subscription with other people?
- How do I cancel?
- Do I get to keep the digital media I already read, if I unsubscribe?
- What is your refund policy?
- How do I change my subscription information?
- How do I change my address for delivery?
- Can I give a subscription as a gift?
- Do you have subscription discounts for corporate or organisation subscriptions?
FAQ templates for Software as a Service
Software as a Service FAQs will more typically revolve around service uptime and offerings to make sure that what the user is paying for is functioning all of the time and has no bugs or problems.
Customers also often want to know how to cancel and how long they will still be able to use the service after they cancel. It’s also important for customers to know how their data is stored, how you keep it safe and what you do with it after they terminate or end their contract.
Questions to include in your FAQ include:
- How often am I billed?
- What different contract options are available?
- How do I cancel the service?
- How long do I have the service for, after I cancel?
- What do I do if the service is down?
- Do I get a refund to cover the time that the service is down?
- How do you maintain continuity of service?
- Who do I contact if I have a problem?
- How do I report a bug in the software?
- What type of support is offered with the product?
- Who owns my data?
- What customer privacy and data security approaches do you use?
- What happens to my data when I cancel the service?
- Can I customize your service to fit in with my existing solutions?
- How do you update your service?
FAQ templates for personal blogs
Personal blogs often have FAQs about how to contact the blogger, requesting topics, navigating through the blog or asking more general or personal questions. They highlight their social media handles, email and other ways of getting in touch typically.
Questions to include in a personal blog FAQ:
- How often do you post?
- What topics do you cover?
- How can I contact you?
- How do I search for and find old posts?
- I have a suggestion for a topic, how do I tell you?
Key Takeaways For Creating A FAQ Template
The biggest takeaways we want you to remember are:
- Don’t dismiss a FAQ page: A FAQ page may not sound that important, but really it’s vital for your business success. Build customer trust, show off your brand and expertise, while saving you and your customers time.
- A FAQ address your reader’s needs: By answering customer questions immediately, you’re improving the user experience by making it easy to find what they are looking for rather than search the site.
- You will establish trust and credibility: A well-written, thorough FAQ will show off your expertise, enhance your transparency and help visitors better understand you and your product.
- Attract new users: A FAQ page helps you attract new users to the website by solving problems.
- Reap the benefits: The SEO benefits aren’t bad either! There’s nothing to lose by having a high-quality FAQ page, so make sure that you don’t neglect this important part of your website.
Don’t sell your website short and leave it without a great FAQ page. For more on everything digital marketing related, stay tuned to our blog and follow us here to keep in touch.