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Steps to create FAQs page for better customer service

13 mins read

A Frequently Asked Question (FAQ) page has answers to customers’ most common queries.

Businesses get the same few questions from customers over and over again and addressing all their concerns via customer support or emails can increase cost and decrease efficiency.

If you want to run a successful business, your customers should have all the information about your products and services. Therefore, a well-maintained FAQ page is vital for any business as it reduces the need for constant online customer support.

Research shows what makes a brand’s social presence best in class is highly dependent on the brands engagement with their audience, followed by transparency and strong customer service.

When asked what makes a brand’s social presence best in class, consumers note that the following are the top factors:

Top FactorsPercentage
Engagement with their audience61%
Transparency45%
Strong Customer Service44%
Credit: SocialSprout

However, at times the information on the FAQ page is not detailed enough so you need to direct your customers to the knowledge base. The main difference between a knowledge base and a FAQ is the information architecture where the information in the knowledge base is more detailed.

Customers can access the articles in the knowledge base either through the hyperlinks embedded in the FAQs or by using targeted keywords in the Search feature. Compared to FAQs, the articles in knowledge bases are organized under categories, sections, and sub-sections.

Steps to create FAQ page supported by a robust knowledge base

1. Use the service data to identify the common questions

To create a responsive FAQ page, it’s crucial to include those questions which reflect the current concerns of customers. You can also collect the common questions from the support emails and records of prior customer service calls. Moreover, you can consult your support staff about the questions that they are tired of answering repeatedly, and the topics customers are most often confused about.

2. Write precise and short responses for each of the FAQs

Customers visit FAQ sites to find relevant information. A well-written answer to an FAQ question can save countless support tickets, calls, and chat responses. You can easily earn customers’ trust and motivate them to place orders instantly if you manage to help the customers right with your FAQs.

It is not even very difficult- it’s all about how you manage your FAQ responses.

3. Update content and add more solutions over time

It’s important to update your FAQs on a timely basis with the updates and changes that happen in your business. Don’t forget that your FAQ page should be a living document. Customers will quickly lose interest in an outdated and incorrect FAQ page, and it can possibly harm the reputation of your business.

Therefore, it’s crucial to update the page at regular intervals, check the relevance of questions and the accuracy of the answers. The last thing you want — your customers complaining about a defunct and messy FAQ page with questions and answers on obsolete products or services.

The search function is an important feature in an FAQ page. It makes it easier for customers to look for information on a site loaded with information. Therefore, adding a search box on the FAQ page helps to find relevant information within a short time and adds to a positive user experience.

5. Structure the FAQ section

When you plan to create FAQ page, there are different ways to create FAQ section depending on the nature of questions your business receives over time.

You can either group the questions within themes or services areas to help your visitors find the relevant answers to their queries. This reduces the need to scroll through irrelevant questions.

It also helps to link the answers to the knowledge base that gives more information to help visitors learn more.

Or, you can consider structuring your FAQ page under the following topics:

  • Descriptive subheads – to help customers find their questions directly.
  • Featured questions – to give customers instant access to the top questions.

6. Publish the FAQ page on your site

It helps to design your website in such a way that the FAQ page is visible and easier to locate on your website. While designing a website, an FAQ page should be a part of the overall design and not just an afterthought. Place the FAQ section distinctively on your website where it makes the most sense. Think about putting your FAQ page on the top navigation of your website, or place it on a drop-down menu under the Contact Us tab.

7. Monitor the FAQ page performance

For a positive customer experience, it’s a good practice to monitor the performance of your FAQ page regularly.

To assess the usefulness of your page, reflect and address the following points:

  • Is the page adequately addressing customers’ needs?
  • Is the page up-to-date & does it reflect latest changes and updates in your business?
  • Does the page bring new customers to your site?
  • Does the FAQ page navigate customers to other pages on your website?
  • Do the customers reflect trust, satisfaction, and engagement with your website?

8. Include space for live-support options

While it is crucial to create FAQ and updated knowledge base to resolve customer queries quickly, it is even more fruitful to integrate a Live Chat to deliver quicker responses.

Many customers prefer live chat over email, phone, or other forms of customer support. Reason for this is, live chat support is quick and convenient.

With live chat, you enable customers to connect in the very moment about the answers they are looking for. Live support works much better compared to emails. With email, it’s hard to predict when customers will get a response.

Live chats are emerging as the preferred communication among customers. Live chats have attributed to the highest customer satisfaction rate of 92%.

Top FactorsPercentage
Consumers prefer to live chats because they offer instant responses.79%
Live Chat has the highest consumer satisfaction rate.92%
Live Chat is the preferred channel for contacting support teams.41%
Consumers who used live chat on a website are likely to return to that site.63%
Credit: 99Firms

Consumers prefer to live chats because they offer instant responses.

Conclusion

You need to create FAQ page if you have a growing business and you wish to scale up, but your customer support team is stretched out on time facing the same questions over and over again.

With a slight commitment and care on how your support team is responding to what your customers are asking, your page should grow robust and customer-centric over time.

A well-designed FAQ page, added with the robust knowledge base, and integrated with live customer service can effectively reduce countless queries, and provide customers with instant response.

Note that a well-structured frequently asked questions page is more than a question and answer page and the intent goes beyond choosing the right questions.

The design should be contingent on how the customers will find the questions and how the answers can be tailored for instant response.

In conclusion, to create FAQ means it is all about empowering the customers to help themselves.

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