Including FAQs on your website can have a range of benefits. It can reduce pressure on answering customer service calls and improve customer experience. People can get their questions answered quickly without having to make contact and wait for an answer.

Let’s explore some of the questions you should ask yourself to work out if you should include FAQs on your website.

Do potential customers keep asking the same questions?

It’s important to choose questions with intention; those that will be useful rather than making up questions you think may be helpful. You need to find out what customers actually want to know rather than guessing what they might want to know. You may consider conversations you’ve had with clients, review customer support queries, conduct surveys, or undertake research on social media. The key thing is to focus on the questions your customers are frequently asking you.

So what questions are customers currently asking you? If there is a series of common, specific questions people ask in your industry, it may be worth adding an FAQ page or section. However, if your industry is a bit more general and questions are very diverse, it may be difficult to create an effective FAQ section.

Is there another way you could display the information that is more intuitive?

Business owners often make the mistake of thinking that if they answer a question on an FAQ page they don’t need to talk about it on the rest of the site. This is completely wrong. Your FAQs should expand upon the helpful content that your site provides and be another avenue for people to discover that content.

For example, imagine your customers always have questions about shipping – specifically the costs and delivery date. Instead of having it as another question on a lengthy set of FAQs, you could add different tabs under products that address these commonly asked questions. Items in the tab could include description, specifications, shipping. You could also add it to pop up automatically when someone is on the cart page.

If customers often ask if your product is organic or fresh or if it contains a certain ingredient, it’s more important to include those details in the titles and product descriptions rather than in the FAQs.

Do you have an appropriate place to put FAQs?

Where are the FAQs going to be placed on your website? You should carefully consider placement of your FAQ sections to ensure they add value rather than information overload. Will the FAQs help users to navigate the information and/or move forward? Is an FAQ section the best way to display the information or could it be displayed more effectively in another way?

You may decide that it would be useful to have FAQs on various parts of your website. If so, on which pages will they be included? Sales pages are often a good place to put FAQs, as people often have specific questions before purchasing. Try to keep questions highly relevant and specific to the page. If they include too many questions or the answers are too long, then you probably need to rethink your strategy.

If you create a dedicated FAQ page, be careful to ensure it doesn’t become unwieldy and difficult to navigate.

In conclusion, when considering whether to add an FAQ section to your website, first consider why you are adding it. What function does it serve? You don’t want a generic list of questions with vague answers.

Remember the goal of FAQs are to provide useful information to website visitors in a concise and easy-to-understand format. If you cannot achieve this, it may be better to leave the FAQ section out of the website altogether.

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