Today’s consumers are turning to self-service options when they need to resolve minor issues or find information about a product/service. Because of this, having a comprehensive FAQ page is a must-have for all businesses. FAQ pages are actually helpful to both customers and employees alike. They free customers from the unnecessary hassle of contacting customer support and save employees from wasting time by answering frequently asked questions.
Why your business needs an FAQ page
Knowledge bases including FAQs are the most frequently used self-service options available today. (Forrester)
90% of global consumers expect brands and organizations to offer an online portal for self-service, while 74% have used one previously. (Microsoft)
98% of consumers have tried a self-service solution, including searching through a company’s FAQs, help center, or other online resources. (Dimensional Research)
39% of millennials check a company’s FAQ first when they have a question, showing a clear preference for finding answers on their own. (Salesforce)
59% of consumers and 71% of business buyers say self-service availability impacts their loyalty. (Salesforce)
How to create an efficient FAQ page in 4 steps
Create a list of the most commonly asked questions. You may get insights from your customer service team to identify recurring questions and problems your customers are consistently reaching out to you with.
Organize and categorize your FAQs. Determine common topics within your list of questions and group them in a logical way so that users can easily skim through the page and find what they are looking for.
Keep answers short and to the point. Depending on the complexity of the question,you can use from 1-2 sentences up to 2-4 short paragraphs to outline your answer. Link to relevant resources in your knowledge base for more detailed information.
Maintain your FAQs and update content. Regularly revise your FAQ page as your company or product grows and changes to ensure the content remains relevant and up-to-date over time.
FAQ templates: Common examples of frequently asked questions
Based on your type of business, your industry sector, and the specific needs of your target audience, your FAQ template can include different sections that cover a variety of topics. They can include general information, product or service usage, details of pricing and shipping, returns and refunds, and more. Below are some examples of frequently asked questions that you can use when you start creating your own FAQ page.
What is [Product/ Service] and how does it work?
How much does [Product/ Service] cost?
In what countries can I use [Product/ Service]?
Which languages does [Product/ Service] support?
How does your product differ from the others?
Are there any benefits to using your product / having an account with you?
Is there a way I can learn more about your company?
Do you have a catalog?
How can I be notified about the latest promotions, new arrivals, or any ongoing sales?
How can I get assistance if I need it?
Do you offer live chat support?
What happens after I place my order?
How do I redeem my discount/ promo code/ coupon/ reward voucher?
What is the status of my order?
How do I view my order?
What do I do if there is a problem with my order?
Will I be able to change my address after the order is confirmed?
Can I change my order after checkout?
Can I add another item to my order after checking out?
Can I cancel my order?
Why was my order canceled?
The item in my shopping cart disappeared when I tried to check out. What do I do?
What if the item I want is out of stock?
Do you restock items? Will you let me know when an item has been restocked?
Has my order shipped?
How do I track my order?
My order never arrived. What do I do?
I received defective/ incorrect/ missing items in my order. What do I do?
How do I create an account?
How do I edit my account information?
How do I update my address?
What do I do if I have forgotten my password or my password doesn’t work?
How do I add or delete a credit card connected to my account?
When will my credit card appear on my account?
How do I use my coupon code/ gift certificate?
My account has been suspended, how can I reactivate it?
How do I close my account?
How do I unsubscribe from your mailing list?
Can I get a free trial before I purchase your service?
What forms of payment do you accept?
How do I pay for my order?
Can I split my payment into smaller payments?
Do you match prices if an item goes on sale after my purchase?
Which currency will I be charged in?
Do you accept international credit cards?
Do you charge sales tax on any item?
When will my credit card be charged?
I received an error when trying to make a payment. What do I do?
My purchase was denied, why do I still have a pending authorization hold on my card?
How can I pay for your service?
What kind of pricing plans are available?
Is there a setup fee? Monthly fee? Are there any additional payments?
Will I be billed automatically each month?
When does my billing cycle start?
How do I access my billing information?
How do I upgrade/ downgrade my subscription?
I upgraded by accident, what do I do?
Is it possible to suspend my account for some time?
What is your shipping policy?
Where do you ship?
How long does it take to ship my order?
What are my shipping charges?
Can I combine shipping on two or more orders?
Do you offer fast shipping?
Will I pay taxes for international shipping?
How can I track my package?
Returns / refunds
Do you accept returns?
Are returns free?
I want to return my purchase. What do I do?
Can I exchange my order instead of returning it?
How long does it take to process a return?
I’m returning an item purchased with a gift card, how does that work?
What is your refund policy?
How long does it take for me to get a refund?
Is your website secure?
Do I need to set my browser to accept cookies to use your website?
How secure is [Product/ Service]?
What types of data does [Company] collect?
Does [Company] protect my personal information?
How do you protect credit card and financial information?
Where is my data stored and how are [Company’s] data centers secured?
How is my password secured?
Will you use my data to build advertising products or sell it to third parties?
Will you disclose or sell the data that I provide to you about my customers?
Do you do background checks on your employees?
Creating an FAQ is a great way to improve your knowledge base and provide customers with the answers to common questions. FAQs give your customers access to information they are looking for with a quick search rather than having to send an email. Moreover, FAQ pages are one of the most effective tools to create product awareness and generate traffic.
Why should I have an FAQ page?
Having an FAQ page on your website lets you provide answers to the most common questions people have about your business or product.
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