Do you know why most FAQs fail?
They are either hard to access, difficult to understand, or painful to navigate.
The section that’s one of the most important in a website is usually ignored.
What an irony!
There is no other place where visitors show how curious they are to learn about your offerings than FAQs. Water your FAQ page properly with online FAQ software, and it can help you convert curious customers and boost your:
Are you guilty of ignoring this section and looking for some inspiration?
This blog will give you a generous dose of inspiration by presenting the 15 best FAQ page examples. It will also explain:
Why Do You Need an FAQ Section?
Today’s customers yearn for convenience and speed. An FAQ section helps you provide just that. Period.
Customers can visit your FAQ section whenever they face obstacles while using your products or services. On getting the right answers at their fingertips, customers are delighted to stay with your brand.
They are relieved that they will not have to turn to the conventional support options – calls or emails, that are both time-consuming and frustrating. All they have to do is go through your
FAQs and get the help they need with zero effort on their part.
Let’s look at some more significant benefits of creating an FAQ page.
1. Keeps the Revenue Rolling
An FAQ section forms an essential part of the conversion funnel. It gives customers an uninterrupted problem-solving experience. Regardless of the kind and the number of challenges they face, they can always rely on FAQs to get accurate and timely help.
A good issue resolution experience points them to the right places on your website and urges them to buy your products or subscribe to your services.
Read More: How to Win Buyers and Influence Sales with FAQ Software
2. Keeps Ticket Volume in Control
What can be better than giving customers an information-rich platform where they can address their basic concerns! It not only saves them a lot of time but also keeps your support ticket volume in control. When your ticket volume drops, agents are in a better position to focus their time and energy on pressing customer issues.
3. Builds and Retains Trust
Information is everywhere. Type something on Google, and you will find ten different answers for a single question. But, are all these answers reliable?
Not really. That’s why customers are skeptical about the information they receive from online sources. They search intensively, check reviews, customer ratings, and much more before going for a purchase or trying out a feature.
If you understand customers’ pain points and provide accurate and updated information in your FAQs, you make their work easy and fuss-free. They start seeing you as a trustworthy brand that provides both – quality products and accurate, timely help.
4. Boosts Website SEO
Believe it or not, FAQs can bring massive traffic to your website. If your FAQs are comprehensive, keyword-rich, and are well-connected to the rest of the website content, Google will be able to crawl your FAQs and present them on top search results. A search engine optimized FAQ section has the power to attract shoppers to your website and convert them into paying customers.
Read More: The Ultimate Knowledge Base SEO Guide for 2020
Caution: You won’t derive these benefits immediately. It’s only after you put consistent efforts into maintaining the relevance, accuracy, and quality of your FAQs, you will find them working for your business.
On that note, let’s switch to FAQ page best practices that can turn your FAQs from average to awesome!
Incredibly Helpful FAQ Page Best Practices
There are numerous ways to elevate the value of your FAQ section. These best practices are just some of the significant ways that can enrich your FAQs and enhance the overall customer experience.
1. Add Relevant Questions
Your FAQ section should answer the most common customer questions. These can be related to your products, services, payment and check out process, refund, return, and replacement policy, and much more.
You can’t get into your customers’ minds, but you can definitely leverage customer service data to identify the common customer pain points. Approach your sales team and support staff to discover the questions frequently asked by customers. You can also listen to recorded calls and past conversations to recognize the key issues faced by customers.
Accordingly, frame questions and write detailed answers for each one of them.
Read More: Top 10 FAQ Software to Provide Top-Notch Customer Support
2. Create Question Categories
Your FAQ section might fit in a single page or comprise multiple pages. It all depends on your brand, offerings, and how many customer questions you are willing to answer in this section.
Whichever the case, it’s crucial for FAQs to be organized. A disheveled FAQ section with no proper structure makes information-gathering a cumbersome process that confuses customers. To declutter your FAQs, create categories, and add relevant FAQs to each section.
Some of the common categories can be:
- Payment and checkout
- Return and refund
- Discounts and offers
- Replacement and exchange
- Brand policies
- Account info, and much more.
Sifting through randomly placed questions can be frustrating for customers who want their issues addressed quickly. Categorizing FAQs leads them to the right answers in a matter of seconds.
Read More: FAQ Page Best Practices: How to Optimize Your FAQ Section
3. Offer an Effortless Search Experience
The objective of creating FAQs is to take help closer to your customers. Is that possible if your FAQ section doesn’t have a search bar?
What’s the use of having FAQs if customers have to put considerable effort and time into finding answers? It will only lead them disappointed and frustrated.
A Google-like, super-fast search system can give your FAQs the much-needed boost. It will take little to no time for customers to type a keyword or question in the search bar and get answer suggestions right in front of them.
Besides, this also gives you the opportunity to educate customers. When customers type a keyword or question, answers that are even loosely related to the search query also pop up in the results.
Read More: How to Create Online FAQs with FAQ Software
4. Provide Additional Support Options
An FAQ section is undoubtedly the initial support option for customers looking for immediate issue resolution. That doesn’t mean it can replace your entire support team or other support options such as live chat or help desk. An FAQ page is meant to supplement your entire support system as a lightweight and easily accessible resource.
So, whenever customers have questions that fall beyond the FAQ territory, they should be able to approach your agents without returning to the website home page.
You can add a live chat option to your FAQs and a ticketing form to enable customers to connect with your agent or submit a ticket right from your FAQ page. You could also add your support team’s contact number at the top or bottom of the page, where it’s clearly visible.
The objective is to give customers the convenience to seek help from a channel of their preference so that they leave your website with a smile.
4. Analyze, & Improve FAQ Performance
Creating an FAQ section is not a one-off activity. It is a continuous process of performance tracking and improvement. To monitor its performance, you first need to analyze what’s working and what’s not working with customers.
Find out which keywords aren’t delivering relevant results and which articles are poorly rated by customers. Go back to the drawing board and analyze whether the questions and answers mentioned in your FAQ section are still sought by customers.
Keep track of the ticket volume of common questions – is it increasing or decreasing?
A positive trend reflects that your FAQ section is doing an amazing job. If you see a negative trend, it means you need to revisit your FAQs and improve them.
This video will answer all your questions about how to analyze and improve your self-help FAQs.
5. Revise & Update
As your company grows and offerings expand, your FAQ section should be updated to add new questions that can bother customers. Having stagnant FAQs while your offerings continue to grow will turn your FAQ section obsolete and irrelevant over time.
For instance, if you come up with a new product feature or launch a new service, you should add new questions to your FAQ section.
Whenever customers refer to FAQs, they should get the latest information, troubleshooting tips, and educational content around your new offerings. This simple act of updating FAQs reflects that you take customers seriously and are ready to pull all stops to keep them satisfied.
6. Ask For Feedback
Customers like to feel heard and involved in your company’s processes. When you ask them simple questions such as – Was this answer helpful, What can we do to improve your experience, Did you find what you were looking for – it makes them feel important.
Remember that sometimes a simple act can turn the tables in your favor!
Asking for customer feedback seems small – something that anyone can do. But, is that really so?
Collecting customer feedback, reassuring customers that their suggestions will be taken into account, and taking prompt actions, is a trait of strong-willed, customer-focused companies.
Adding a Yes/No question at the end of every answer or page or embedding survey forms to the section can help you collect valuable inputs from customers. Knowing how customers feel about the support experience can be instrumental in improving the performance of your FAQs.
Let’s now look at a different aspect of FAQs – design.
FAQ Page Design Strategies – Turn Your FAQs From Good to Great
FAQ design is a tricky thing.
Overdo it, and you will have a complicated FAQ section. Ignore it, and your FAQs will look lifeless. You need to find a middle ground to give FAQs a unique appearance that ‘wows’ your customers!
Here are a few tips and tricks to keep your FAQ design on point.
1. Simplicity is Everything
‘Too much’ can be ‘too bad’ for your FAQ design. The more simple, relevant, and straightforward your FAQs are, the more impactful they will be.
Adding a lot of text and unnecessary design elements can waver customers from their goal of finding the right answer. It can make the entire process of information-gathering frustrating and tedious.
Whenever you write answers, ensure that they are to-the-point, accurate, and deliver just the right amount of information.
2. Link Popular Questions
Your FAQ section consists of all the common questions customers have or might have in the future. Out of these, there are some questions that are quite popular among customers.
To make them easily accessible, add these questions at the top of the page and link them to their answers. All customers will have to do is, click on the link, and they will be instantly directed to the answer.
It is easy and seamless, right?
3. Be Minimal & Brand-Focused
You work on FAQ design with all your might. You make it colorful, highlight the important sections, and do everything possible to give it an appealing appearance. But, it still doesn’t give the desired results. Why?
Because FAQs are meant to educate your customers, not entertain them.
Going over the top means, you set your FAQs for failure. Being minimal and sticking to a design that resonates with your brand is best to give customers a smooth experience. Customers shouldn’t feel overwhelmed when they visit your FAQ section. They should be able to traverse your FAQs and get the right answers quickly.
Add your brand name and logo to the section. Have two key color themes and use them across your FAQ pages. Highlight the headings and also the important keywords and phrases to draw readers’ attention.
A Few More FAQ Design Basics
Working on basic things like title length, paragraph structure and article structure is equally important when working on FAQ design.
Here are some more effective tips to make your FAQ design stand out:
- Write short, accurate, action-oriented titles. For example, how to set up an X feature, how to install X product, What is the average delivery time for cities in North America, and more.
- Use bulleted lists. These work well in conveying the point in fewer words.
- Avoid fluffy content. Paragraphs should be short, to the point, and easy to follow.
- Add images, videos, and screenshots to explain concepts and demonstrate how a particular feature or process works.
- Display the new and popular FAQs at the top. Make it easy for customers to scour information from your FAQs.
- Sprinkle relevant keywords generously through the FAQs. Don’t stuff them forcefully in the content. Use them at relevant places to make the right impact.
Here’s a short video on how you can design your FAQs.
That’s all about FAQ design. To see the above design best practices in action, look at the FAQ examples below.
15 Best FAQ Page Examples That Will Urge You To Revamp Your FAQs
Beware! These FAQ page examples are sure to sweep you off your feet and make you question the quality of your FAQs. Take a cue from how these FAQs are crafted and designed, and bring a positive change to your FAQ section.
As you can see below, Zappos has a comprehensive FAQ section with broad categories comprising multiple questions. There is no search bar on its FAQ page. But it still manages to offer visitors a seamless experience, thanks to its meticulously arranged FAQs on a single page.
The best part about Etsy’s FAQ section is its clear-cut and straightforward categorization. Popular articles are mentioned right at the top. Click on any one of them, and you will be directed to a page where you will find other articles related to that topic on the left-hand side.
An easy-breezy search experience indeed!
The key highlight of WhatsApp’s FAQ section is its comforting color scheme that matches with its branding. A search bar at the top of the page, simplicity of design, and large, prominent categories, make WhatsApp’s FAQ page one of the best. Each category has three to four major topics, and the rest of them are mentioned in the ‘View all question’ button.
Starbucks’ well-crafted FAQ section deserves applause. Its color scheme aligns with its branding, although anyone would feel that the company can experiment a bit with different shades of green. That would enhance its look even more.
Articles are divided into broad categories, and one interesting aspect is the link to the contact details mentioned at the rightmost corner. If customers have questions that fall beyond the range of this FAQ page, they can quickly reach out to an agent.
A good strategy, right?
Nike has kept its FAQ page simple and fuss-free. No bright colors or design elements. Just plain black and white content and topics arranged together in broad sections. The highlight of its FAQ page is the ‘contact us section. This part has different contact options – call, chat, and email for different categories.
If a renowned brand like Nike leaves no chance to help customers, why should you?
6. Bank of America
Bank of America’s well-maintained, aesthetically-appealing, FAQ section deserves your attention. Its color scheme is in perfect sync with its branding. There is a search bar where you can type questions or simply browse through its question list.
Notice the categories mentioned on its FAQ page, and you will agree that they cover almost all the relevant topics.
Besides, you can find additional help sections in the right-hand column that allow you to perform actions like overcoming financial troubles, reporting suspicious emails, and many more.
AirBnB’s sweet and simple FAQ page is sure to catch every visitor’s attention. It has a stack of popular articles right at the very beginning, making it easy for customers to quickly get the help they need. Scroll down, and you will find different help categories – booking and traveling, hosting stays, company travel, and hosting stays.
Select an option, and you will find various sub-topics relevant to that category.
What’s inspiring about this FAQ page is the ‘Give us feedback’, section at the end of the page. This indicates AirBnB’s inclination to provide better and improved support services.
Searchable, clean, and specific, Macy’s FAQ page is the goal. It is created and designed with simplicity and compelling clarity. The answers to all the questions are precise and to the point.
You won’t get overwhelmed looking at its FAQ page, as the section contains limited but important questions frequently asked by customers. Hover on each category, and you will find important questions right there. Click ‘See all’ to see the entire contents of each section.
A search bar is essential for lengthy FAQ sections. Something like Shopify’s FAQs with a limited number of questions can work well even without a search bar.
As you can see, there are four broad categories on the left-hand side. Click on anyone, and you will find all relevant topics on the right side of the screen.
The best part? After every question and answer, you will find a feedback question – Did this answer your question, with Yes/No as the answer options. Image Source
This is another great FAQ example you can take a cue from. Some elements of Samsung’s FAQs are applause-worthy. Its color scheme goes well with its branding. The FAQ section is comprehensive and easy to follow.
You can first choose a service – Samsung Pay, Samsung Account, Samsung Internet, or any other. Once you do that, you will find relevant questions and their answers. Each answer is followed by a feedback question – This information helpful? with a rating scale and a comment box to leave your comments.
Twitter’s elegant FAQ section can win anyone’s heart. It’s abundant in information and perfect in aesthetics. A killer combination of looks and knowledge, this FAQ example can teach you a lot about what makes an ideal FAQ.
Beautifully aligned with the brand and meticulously curated, Twitter’s FAQ page offers a seamless experience to all new and existing users. The highlight is the ‘Get more out of Twitter’ section that offers pro tips, guides, and Twitter rules to help visitors make the most of this social media platform.
Walmart’s exhaustive FAQ section provides every information customers might need before, during, and after the purchase process. It has got a clearly visible search bar at the top and three major topics right below it. Besides FAQs, this page comprises various other help topics related to Walmart accounts, shipping, gift cards, store support, and much more.
One of the key elements of Walmart’s FAQ page is that it gives customers the option to chat with a representative in case their questions aren’t resolved.
Sephora offers one of the best FAQ examples. It’s simple, clean, and comprehensive – all at the same time. Its FAQ section displays only a few major categories. Once you click on each of them, you will find various subcategories and a plethora of helpful articles on important topics. Dig deeper into this section, and you will notice that various answers are linked to other relevant help topics.
The FAQ section is high on detailing and specificity, ensuring that no customer leaves the site disappointed.
Sephora’s FAQ page is excellent in all aspects, except one – searchability. If it had a search bar, it would have given this FAQ page the much-needed boost.
Netflix’s help center is a perfect FAQ example. It’s all-inclusive, detailed, and provides everything visitors might want to know about using Netflix successfully. Its search bar is embossed right at the center where customers can find anything they are looking for.
The best part is that popular articles are displayed at the very beginning, making it easy for visitors to find answers at the drop of a hat.
HighQ offers a seamless user experience through its clear and easy-to-follow help center. It has a bold search bar that helps customers get the right help articles within seconds. Its home page looks neat and clean, with broad categories clearly mentioned.
Click on any of these, and you will find options to filter information by product or product area. Besides, after every article, you will find the question – Was this article helpful, with Yes/No as the answer options.
If not satisfied, customers can quickly submit their suggestions in the comment box.
A great way to know if the help articles are of real help to customers!
Give Your FAQs a New Life
It is easy to ignore your FAQ section, especially when it’s tucked in some far corner of your website.
This section is equally important as the rest of your website. Consider it as an opportunity to craft seamless problem-solving experiences for your prospects and customers so that they stay delighted with your brand.
The above-mentioned best FAQ page examples of biggies like Starbucks, Bank of America, Netflix, and many more, give clarity around how great FAQs look like. Tread on the path taken by these companies, notice what they are doing right, and revamp your FAQ section.
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