If you’ve been to websites then you know that there will be time when you have burning questions that need to be answered ASAP. Most websites and companies go for the typical FAQ format that addresses some or all information needs of their users. However, what they don’t realize is that their FAQs often miss the mark because they don’t create effective user information. What website FAQ need is a comprehensive content strategy designed to meet user and company goals.
One of the problems with FAQ is redundant or contradictory information. This is because for most websites, their pages are authored by different people with unclear strategy so information can get out of sync easily. For example, a customer might need allergy information in the FAQ and buy the product because it is safe for allergy sufferers. However, when they receive the product, there is a label that says it contains peanuts or other allergen.
FAQs also lack a discernible order. Most people like things that are organized, whether it is by size, alphabetical or any other sort of arrangement. Many FAQs on the other hand are filed helter-skelter. They are not only organized, many of them seem like an afterthought of the author.
They are also too long sometimes. Users want concise answers that they can easily understand. This is especially true for technical questions. Users want to understand or get inform quickly through FAQ to save them the trouble of calling your customer service line.
What Needs To Be In FAQ?
Your FAQ needs to have information relevant to the user. Include:
- Most popular, common and most encountered questions by users. The featured questions should expedite resolution to cut down on search time.
- Info tabs to separate by concept, product, category or department. Cross tag questions if needed.
- Make FAQ searchable so that users can quickly find answers they need.
- Include a rating system so that users will have a way to let you know if the answers were useful or not. This will help you gauge the effectiveness of your FAQ.
Why FAQ is Important
FAQ has a big impact on user experience and profitability. Always remember that customers or users will need relevant information especially if they are buying a product. If they can find resolution quickly they will not only buy your product or service but feel good about using your website.
According to research conducted by experts, 69% of users equate good user experience to quick resolution of their problems. 72% of customers said that their bad user experience was caused by having to explain their problem over and over to different people and 65% blamed bad customer service on taking too long to solve.
Always remember that problem resolution and good customer experience go hand-in-hand. People who want to buy something online need fast answers to their questions. If they can’t find it in your FAQ quickly, they might go somewhere else. So review your FAQ and ensure that everything your customers need can be found on it.
Does your website have an FAQ Page? Do you think an FAQ page is important? Tell us by leaving your comments below.