FAQ stands for Frequently Asked Questions. FAQs are a list of commonly asked questions on a specific product or topic. In the IT industry, an FAQ is usually a list of common customer questions published on a business’s website. They can be on a section of a page or stand independently on their own page.
Why are FAQs Important?
FAQs arose out of businesses need to avoid wasting time and money, repeatedly answering the same questions. An FAQ page or list compiles the most common customer queries in one accessible location. This way:
- customers can easily find answers to their questions without emailing the company
- the company cuts down on time and resources spent answering regular questions
- prospective clients/investors can gather information without sales calls, emails, etc.
FAQs streamline a business’s communication processes with its customers. A business without an FAQ resource misses out on many that FA Qs bring. An FAQ resource is now something that every business should have and actively adapt to changing feedback.
An FAQ serves as a simplified manual or static customer support resource. Moreover, an FAQ on your website is also good for SEO and will improve your website’s search engine ranking.
How to Create and Manage an FAQ?
An FAQ is an assembled list that summarizes common customer feedback and your responses. For example, if you receive a lot of emails or messages from customers asking, “Do you offer a free product trial.” You must make this question part of your FAQs and include a standard response that is clear, specific, and easy to understand. Do not speak using confusing words and language.
Additionally, an FAQ should not be static. Do not think that after you create your FAQ, you are done. Just as your product will evolve, so will your customers’ queries evolve. Similarly, so should your FAQ change to reflect this.
What goes in FAQs?
An FAQ should cover most aspects that are related to your product. It should include topics like:
- Customer Support
Anything that your customers will frequently ask that can be equally answered with the same response, should go into an FAQ.
FAQs Best Practices
- Keep it Short and Simple
Your FAQ questions and answers should be as short and concise as possible. Avoid branching into off-shoot topics.
- Use Familiar Customer Language
Speak in a language that doesn’t create distance between your customer and your business. Don’t use jargon or technical terms.
- Use Accordion or similar FAQ design
An accordion design will limit the length of your FAQ section. You don’t want to create an infinite-looking FAQ that will take up too much space.
- Incorporate a FAQ search function
A search function will allow customers to directly find their topic and question without scrolling for too long,
- Link FAQ answers to more in-depth knowledge resources
Linking FAQs to other pages is not only good for SEO but will enable your customers to find more resources on their topic of interest.
- Frame Customer Question in the First-person
From a customer’s point of view, a question on an FAQ with “Your,” instead of “I,” appears as if your business is the one asking them a question, and not them asking you a question.
- Categorize Similar Questions
It’s is apparent that if a customer is looking for a question on a specific topic then he/she is probably going to be not knowledgeable about the topic. Subsequently, they will look for other questions related to their initial question. So place related questions in one location.
Conclusion – FAQ meaning
The benefits of using an FAQ outweigh any perceived costs or disadvantages of implementing it. An FAQ is not only convenient for everyone, but it will save money for the business too.
That’s all on FAQs, meaning that you can now answer these questions:
- What is an FAQ?
- Why is Important?
- How to make one?
If you have any other questions feel free to send us a message. Thank you for reading.