If you’ve ever worked in the customer service side of the retail market, you know that customers have questions—lots of them. You can address most of these questions through a well-designed and thorough FAQ page. But that page can be more than just a list of questions with formulaic answers. Here’s a closer look at what a high-quality FAQ page can accomplish.
Interestingly, the FAQ page provides an excellent opportunity to develop positive relationships with your customers. If your business is mainly online, it can be difficult to build those necessary relationships that generate loyal customers as well as referrals. Showcase your personality as a business owner and a business by writing in a conversational tone. This page is often the first place people look when they have a question, so the way you formulate your questions and answers can make an impact on your potential customer’s first impression of you.
Having a well thought out FAQ page also shows initiative and transparency on your part. It demonstrates to your customers that you are trying to meet their needs before they even realize that they have them. It also shows that you have the customer’s best interests at heart and that can calm their concerns about buying products they can’t see in person.
Another big advantage to a thorough FAQ page is that it shows potential customers that you are an expert in your field. You have taken the initiative to address questions and concerns in a professional and knowledgeable way. This can burnish your image in your customer’s eyes.
An FAQ page can save both you and your customers time and money when implemented appropriately. Having the most prevalent inquiries in one place can be a lifesaver for customers who are in a hurry to make a purchase. This decreases the chance that they will get frustrated and leave your site. By compiling a list of FAQs, you are also saving yourself time in responding to the same queries over and over. This can significantly reduce your customer service team’s responsibilities, which allows them to focus more of their energy on other tasks, such as expediting returns and promptly answering customer calls. All those tasks can lead to higher customer satisfaction, which can translate into a higher number of sales.
As you plan your FAQ page, make sure that your content is relatable and specific for your customers’ needs. The more specific you are, and the more relevant questions you answer, the more information the search engines can crawl. Generate responses that utilize popular keywords to help improve your SEO. As you create the questions, try to write them in the same way that your customers would write them when they’re searching the internet.
It’s important to note that the FAQ page is not something that you can write once and never revisit. Periodically check on your page and add in or take out questions depending on how relevant they are to your current customers. Also, don’t hide the link to your FAQ page in the bottom corner. Make the link easily accessible from every page so your customers don’t have to spend time searching for it. The FAQ page is not just filler. If executed properly, it can save your company resources, win the trust of your customers, improve your SEO, and boost sales.