FAQ's

Your FAQ page should address the most common questions customers have about your products, services, and brand as a whole. The best way to identify those questions is to tap into your customer service data and see which problems customers are consistently reaching out to you with.

When customers do have questions that extend beyond the range of your FAQ page, you should have options available that directly connect them with your support team. You could add a link that opens a new support ticket or even just list your call center's phone number at the bottom of the page. The idea is that customers shouldn't have to navigate back to your home page just to locate your company's email or phone number.

As your business grows, you should update your FAQ page to include any new questions that become popular over time. For example, if you release a new product or service you'll need to update your FAQ page so that it includes troubleshooting tips for this offer as well. This shows that you take customer success seriously and that you're rolling out new products and services that your team knows how to support.

An FAQ page that answers your customers’ most common questions can reduce the volume of repetitive inquiries your customer support team has to handle. It’s a proactive customer service initiative that allows your customer service team to focus on critical support issues and respond faster to customers who need help with complex problems.

Therefore, compiling and organizing answers to all the common questions in one place benefits customers who prefer to self-serve, as they no longer have to comb through your website in search of a solution.

A trip to your FAQ page usually indicates that a visitor is interested in learning more about your product or service.

Apart from targeted keyword optimization, FAQ pages also give companies an opportunity to be a part of Google’s featured snippets. Search queries have featured snippets, and the click-through rate for featured snippets is higher than for regular search results.

Ongoing customer support is crucial for sustaining high adoption rates. Providing responsive and effective support helps users resolve issues, answer questions, and get the most out of the product. Excellent customer service not only enhances user satisfaction but also encourages continued use and positive referrals, contributing to long-term adoption success.