These days, almost all sites have a FAQ page. The goal is to answer customers' most common questions. Unfortunately, a traditional FAQ is often a long, confusing page with mixed questions and answers. It’s also not uncommon that the “frequently asked questions” aren’t very frequent at all. Here are our top five tips for your FAQ.
1. Highlight the FAQ on your website
Make sure that the information is visible when the customer needs it. Hiding it on a separate page that takes time to find isn’t going to make your customer happier. Find a way to highlight it in the right context.
If you have an online store, for example, you don’t want the customer to leave the product page just to check your return policy. You want the information on the same page or opened in a new window without the customer having to leave the page.
2. Write for your users
Surprisingly often, what is listed as common questions isn’t that common but rather things that the company believes is common. You need to find out what your customers actually want to know and make sure you have an answer in your FAQ.
Create a logical category structure for your content. Use icons and illustrations that are easy to understand to further improve the usability. Also, make sure you avoid internal expressions and be overly explicit to minimize any risk of misinterpretation.
Our statistics clearly show that customers prefer to click through to answers instead of searching. This will be much easier if the most relevant content is shown first. Make the FAQ contextual and show different content on different pages. A customer who reads about home insurance on your site is probably not as interested in questions about car insurance.
3. Keep it brief
If you work with customer service you’re likely aware of the importance of AHT (Average Handle Time). The same principles can be applied to your FAQ. Your readers expect to be able to quickly resolve their issues. Pay extra attention to the titles of your questions. Are you able to, with a quick glance, understand what question the FAQ is answering?
Write short and easy to understand sentences. Don’t be afraid to use white space when writing your text. Use bulleted lists, images and videos to enhance the readability. Start with a first draft. Now try to reduce the text with 50% without removing any truly relevant information. This is not always possible, but surprisingly often you succeed!
4. Update often
An FAQ is a living document, and must be nurtured in order to grow. Make sure your FAQ always is up to date and contains relevant information. If the information is out-dated or not relevant, it can’t help your customers. Don't forget to remove the questions that aren’t relevant anymore.
A modern easy-to-use software makes the task of updating your FAQ much easier and even fun!
5. Give the customer a way forward
It’s not possible to answer every question a customer might have in an FAQ. But you need to be able to give them a way to solve it. How do you want them to contact you when they can’t find an answer? Give your customers clear ways to leave feedback, submit contact forms and get in touch with you.
Integrate your contact page with your FAQ. This way the customer is able to get in touch with you when you need them to. You also catch customers that’s looking to contact you right away - even though their questions are answered in the FAQ. Now, many of them can help themselves instead.
How can Humany help?
Many of the tips above will be easier if you have a modern and powerful software for your FAQ. Humany provides a user-friendly yet feature-rich tool that takes your FAQ and contact page to a completely new level.
With Humany you get, among other things:
A web-based interface where you quickly and easily write, edit and translate your content.
Ready-made widgets that are fast and easy to publish on your site.
Dynamic FAQs showing the most relevant content depending on the users context.
Easy to read statistics showing the users search- and reading behaviour.