How to Create an FAQ Page for Customer Journey Optimization

The introduction of a product can be done in many ways according to the channels used by the brand. When a brand has a website, prospective customers will come to the website page to look for product-related information. Typically, new audiences will have some general questions about the execution process.

For most websites, the questions that arise are often the same even though the prospects that come are varied. This is what prompted the frequently asked question (FAQ) page, meaning questions that are frequently asked are accompanied by answers.

Benefits of FAQ Page

Technically, an FAQ page is a necessary element on a website. The goal is to direct visitors when using navigation and direct them to product pages, whitepapers, or blog posts. Usually, this is “summarized” through a list of questions containing internal links to related pages.

Regardless of the website structure with neat content, every website visitor will have general questions. The benefit of an FAQ page is that it makes it easier for visitors to quickly find answers to questions related to your product.

How to Create a FAQ Page

Considering the important role of an FAQ page in directing your customer prospects, here's how to create an FAQ page that you need to know.

1. Identify questions from customers

There are two ways you can identify suitable questions to place on the FAQ page. First, determine by gathering information from the customer service team.

Take advantage of complaint data in the form of emails or telephone recordings that can be collected and categorized into a collection of questions for the FAQ Page.

Second, a collection of questions can be obtained through keyword research obtained from relevant tools. This can be a basis for determining questions that may arise when your business operations are not yet running. This can be a prediction to direct incoming prospects to be converted into customers.

2. Create a logical category structure

After getting some relevant questions from one or both of the above methods, group them based on logical categories. This can be a clear content structure and you can divide it based on certain sections such as purchasing, payment, or shipping. Each similar question can be grouped in the same section.

3. Display questions at the top

When it comes to an FAQ page, people usually want to get answers quickly. Therefore, place the most important questions at the top of the page. One example is the question regarding the length of delivery time which is always relevant for online stores. The order of questions may change, especially if you're new to a product update.

4. Give clear answers

If there are many questions that need to be explained via the FAQ page, avoid answering them on the same page. It is best to provide clear and concise questions for each question page. After that, you can provide links to other related questions.

5. Consider user experience

Providing short and clear answers can be one way to prevent people from feeling overwhelmed. FAQ pages have a crucial role for visitors so you need to make sure they are easy to understand and operate.

You can add elements that can function practically. Many people often create drop downs for FAQ functions on relevant pages. Apart from that, you can also create a list of questions with the question search column.

6. Publish an FAQ page

When you are ready with your list of questions, create a neat design and publish the FAQ page. It would be better if there was a navigation bar with a link that you could direct to the FAQ page. This way, website visitors can access the FAQ page whenever they need help.

7. Update the FAQ page regularly

Once published, you must also continue to update the information regularly. This gives your prospective customers access to the best and newest products.

The older your website and product are, the more changes will occur and must be included in the complete FAQ page.

Those are the steps you have to take to create an FAQ page. There are many ideas that can be developed to make FAQ pages more attractive for customers to access. However, a series of information updating processes must still be carried out to optimize conversions.