Frequently Asked Questions (FAQs) are bite-sized answers to common questions that present information in a way that is as easy to understand as possible. They are a fundamental part of any well-designed website. They save both the web designer and the visitors time, as questions are answered without the reader needing to contact a helpline or send in an email for an answer to an otherwise simple question.
While that may sound simple at first, there is a right way and a wrong way to design FAQs. Below is a template that will go through how to create a good FAQ page from scratch.
Ensure That the Questions Are Actually Frequently Asked
The best way to ensure that the FAQ page is full of good questions that help people is by looking through and cataloging all of the help inquiries that are actually received. Look through emails and any recorded customer service calls to see if there are any questions that come up regularly.
Content is King
There is so much more that can be done today with web design than in the past. It’s very easy to focus too much on the way that a certain page looks and the pictures it has. Ensure that the primary focus of the FAQ page is on the content itself. Make sure everything is written well and is as easy to understand as possible.
Organization is Key
Having a well-organized FAQ page is important. Even if there aren’t many questions on there now, putting down a well-organized foundation will make it easier to add to in the future. Group up similar questions and focus on how the different questions that are being added to the page can be organized by topic.
Make it as Simple as Possible
The point of a FAQ page is for customers to find information quickly so they don’t have to spend time calling in or waiting for an email answer. Ensure that the answer is as simple as possible and if it needs details that another page answers, simply link to that page. In this way, it won’t be necessary to change numerous pages with each policy change.
Work up from the Basics
Always start the FAQ page with the most regularly asked questions. A well-written FAQ page is not a replacement for traditional customer service; it’s just a complement to it. It’s still important to be available to answer questions that visitors can’t find the answers to themselves.
Ensure that the Page Stays Up to Date
It’s very easy to forget about the FAQ page once it’s been set in place, particularly for a professional that knows all of the answers in the first place. Regularly review the FAQ page to ensure the content there is up to date and that it’s still well organized. When it comes to understanding visitors’ needs, it’s best to go to the visitors themselves. Leave an area for them to leave feedback.
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