Do You Need FAQs?

Maybe you’re debating including an FAQ page on your website. Yes, you might think they’re a touch outdated and possibly even a waste of your time, but they can actually be quite helpful.

Even if you don’t think they’re necessary, I can guarantee that you’ve used them at least once in your life. Right?

Short for Frequently Asked Questions, this page is often overlooked by many. Often hidden away in a footer link, it doesn’t typically get pride of place on the website. But should it?

What is an FAQ Page?

First and foremost, it’s a page where your website users can find information that you deem to be, you guessed it, frequently asked for.

It helps clarify any questions and uncertainties a consumer may have. For example, if you’re an eCommerce store selling bike parts, you might get a lot of customers wanting to know if your standard spring rate is right for them. Having a dedicated FAQ page allows not only allows customers to find this information right away, but also saves you the time of having to answer this over and over again.

This won’t attract your customers in a way a snazzy marketing campaign will, but it could give them the final push they need to purchase your products and keep them coming back!

The Benefits

Now we’ve covered the basics of what an FAQ page is, it’s time to delve down a little more.

Believe it or not, there is quite a strong case for including an FAQ page on your website, even if it means putting in that extra little bit of time laying it out!

Establish Yourself as an Expert

Did you know that by including an FAQ page on your website, you’re also establishing yourself as an expert in your field of business?

Think of it this way, whenever you ask someone a questions, you’re assuming they know the answer right? You’re trusting them to give you a correct and informative answer that you can then base your opinion/decision on.

This is exactly how it works with a customer on your website. The more answers you can give them, the more they trust your knowledge and expertise in your field.

In an online world saturated with competitors, it’s important that you can put yourself ahead of the rest by being a trusted expert. After all, where are you more likely to spend your money, on a website that you know to be reliable, trusted and knowledgeable, or a website without the information you need?

Improves Customer Experience

There is nothing worse than eyeing up a product online, only to have a question about it and nowhere to go.

Yes, you could send the company an email or give them a ring but realistically, are you going to do that? Or are you more likely to go somewhere else, with the information you’re looking for?

Giving your potential customers the quick answers they need keeps them happy and on your website.

With 88% of companies now prioritising customer service in their contact centres, it’s clear to see that this is important.

What better way to improve your customers experience by directly addressing their needs and giving them the information they’re looking for?

Quicker Information = Quicker Purchasing Decision

Following on from the above point, having the information a customer needs to make a purchase, allows for more purchases.

In the 21st Century, you’ll be hard pushed to find a niche that absolutely no one has ever thought about. This means whatever you’re selling, so is someone else.

Did you know that once a customer has made a purchase, they’re 27% more likely to return to your shop? The hard part is getting them to make that first purchase, and keeping potential customers on your website, and not someone else’s.

Giving your customers the information they need straight away, decreases the chances of them shopping around.

Less Admin Time

We’ve all heard the old adage, time is money. And it couldn’t be more correct.

That time that you or a staff member spend answering basic customer questions could be spent on marketing, product design, sales, or anything else!

SEO!

Ah, good old search engine optimisation eh? It may not seem like an obvious way to boost your search engine rankings. But it definitely can be

Especially if you have an eCommerce site, you’re relatively limited to the amount of text on your website. It’s the age old struggle of do you try and force your keywords in and have something that’s cluttered, or do you have a beautifully designed website with small snippets of necessary text that do the job, but does little for SEO?

An FAQ page gives you the perfect opportunity to fit in those ever important keywords, naturally. This then allows search engines to help understand your business, and to index relevant parts of the page.

The more questions and answers you have, the more likely you are to rank highly on Google.

Show a Little Personality

We all like a little personality now and again don’t we? Putting a face to a name, or a personality to a brand can be a clever way to market your business.

It’s obvious that you can do this with your overall website design, however you can also do this with pieces of copy as well.

You could even have a little fun with it, like MacDonald’s.

The Takeaway

Hopefully, I have convinced you that FAQ pages aren’t a thing of the past, and that they can actually be rather helpful for your business.

Whether you’re looking at integrating one from an SEO perspective or you’re sick and tired or answering the same questions over and over again, it can’t hurt.