Writing Your FAQ Page

FAQ or frequently asked questions pages are not always necessary.

Put information where your customer expects to find it. For example, information about your services should be on your services page. Only add an FAQ page to your site if you know your customers want some information and there is no obvious page to display that information.

Write your questions so customers understand them

Use the language your customers use when they ask the question. One reason your customers all ask the same question is that they don’t know the correct words to describe what they’re seeking. When you talk to your customers, notice how they phrase their questions. If it makes sense, use their exact phrasing as your FAQ question.

Organize by importance

Once you’re sure your customers will understand your FAQs, list each question in order of importance. Put deal breakers at the top of the page and place rarely asked questions further down your FAQ page.

Does this question belong on a services, sales, or contact page?

Think hard about every question, does it belong on a specific page. For instance, if it’s a question about your services, place that question on your services page. You don’t want customers to leave a services, sales, or contact page to go foraging for information. They might never come back. So, where possible, answer your customer’s questions in situ at the point that those questions pop into your customer’s mind.

Say contact us if you can’t find the answer you need

Tell them to contact you if they can’t find the answers they need. Because if they leave your site looking for advice they might never come back. State clearly what questions you can and can’t answer for free, if you’re worried about tyre kickers and people fishing for free consulting.

FAQ 2: Answering Customers Questions