How to Create a Killer FAQ Page
As much as we all like to think of ourselves as unique snowflakes, we should all remember that on average, within a DNA sequence, each human is 99.5% similar to any other human. So seeing as we’re all basically brothers and sisters, it’s safe to assume that we all encounter and question information in the same way. Along this line, it’s natural when people visit your stunning Wix website, they’ll be asking the same common questions. For example, “What’s your return policy?,” “Do you ship overseas?” etc. You can prepare for these queries by having a stash of answers.
One of the most efficient and cost-effective ways to handle repeating questions is by having a meaty FAQ, Frequently Asked Questions page on your site. So when you’re planning the structure of your website, leave some time to work on a page that will feature the most asked questions that people might come up with when considering to use your products or services. When offering valuable information in an organized and structured manner, a good FAQ page can:
Serve as a nightlight that will sweep away all of your customers’ fears and concerns.
Save some time by providing automated answers to repeating questions instead of answering them manually.
Improve your site’s visibility on Google and offer a better experience for your users.
If you want to easily create an FAQ page for your Wix site, why not try the amazing Wix FAQ app from the Wix App Market. The app enables you to create a well designed, organized and customized FAQ that you can add to every page of your site. The best part of it all? it’s all for free!
By the way, when adding the app to your site, it features by default a series of questions and answers which are an FAQ about the app itself. Genius. But before you get started we highly recommend reading through our expert tips on how to create a killer FAQ page.
Collect your data
The first thing you need to do is think which questions you want to include in a Frequently Asked Questions page. What is 2+2? Are Neil and Louis Armstrong related? Why is Mike Myers not in films anymore? While these questions (and their answers) are vital bits of information, they’re NOT the questions you need to answer in an FAQ page. In order to create a helpful FAQ section, research the questions that your support team hears the most.
This is where you’ll find the meat for your FAQ. As for the potatoes, try to draw inspiration from questions and answers that your competitors have already come up with. Don’t copy them, just use them to get your wheels turning.
After you’ve finished hashing out ideas for this page, brainstorm with your employees (or yourself if you’re running a one (wo)man show) about concerns your customers might have, but have never been expressed in writing. Sometimes, potential buyers don’t have the energy or the time to formulate a question about something that worries them, they just move on to the next business on the list. Furthermore, try to think about answers that will stress your business’ strengths and other topics that you want to emphasize. This can be used to highlight a unique pricing system, pinpoint an attractive shipping option or highlight the fact that some services are absolutely, 100% free.
Build an organized structure
There’s a good chance you’ll have to squeeze a decent amount of information into your FAQ page. It doesn’t matter if you have it all prepared right now or if you plan to add more and more information each week. Organizing your questions and answers into topics and even subtopics is a must from the start. Dividing the content will help your site’s visitors to easily browse between questions, quickly reach the desired information and maybe encounter other relevant questions that they didn’t even think of before.
Additionally, sometimes people will have a question in mind, but they might phrase it differently than you would. You want to make it as easy as possible for them to find the answer when they’re using the Search Bar you can add through the FAQ app. In addition, include a good amount of relevant keywords (Major topics that define what your content is about), so users will be able to find specific questions with no effort if they chose to use the “search” option.
After you categorize your content, start arranging the topics and subtopics by logical order. It’s recommended to order your questions from the most frequent to the more niche questions.
Bonus: Depending on your business size and needs, another great option for structuring your content is by creating an intuitive knowledge base that tackles the most common questions related to your business.
Choose your tone
Your brand has a unique voice; a certain style that can be found in the wording you use. This can be found in the tone of the texts on your site and generally, your business’ whole vibe and approach to users and customers. Since you’ve created your brand identity, the text on your site, your About Us page, your slogan – they all carry your brand’s tone. Try to stay in line with the brand guidelines you chose for your business.
Additionally, while staying in line with your brand’s voice, keep your FAQ text clear and understandable, without too many complicated terms that will intimidate your readers. People should be able to easily comprehend the answers you provide them. Moreover, the answers aren’t supposed to participate in any “Novel of the Year” competition. Short answers that are straight to the point and don’t linger on heavy detailed descriptions are the best way to a user’s heart.
Make it look beautiful
The FAQ page is no different to any other section of your site – It has to look appealing while being clear and interesting to the eye. Just because there is text on this page, doesn’t mean it can’t be glamorous. For example, with the FAQ app, you can add images and videos for more complex answers or to simply make it an interactive experience. You can choose from an expandable layout or a classic one – Allowing visitors to choose which answers they want to view by using expanding strips or just showing all the questions and answers from the start. In addition, see which design fits your content best. Decide if you want to add title a for the FAQ, expose the first answer and many other cool tweaks for a lovely customized FAQ page.
But don’t think solely about the macro. Dive into the smaller details and choose the fonts, colors and text sizes that work for you (Tip: Try to stick to the ones you used on the rest of your site, or at least stay within your brand guidelines). If you want to distinguish between the questions, you can even design them differently. Additionally, when writing each answer, make sure to space things up with bullet points or numbers so that the content is easy, breezy to read.
Allow your site visitors to spread the word about the fountains of knowledge that spring from your FAQ page. By adding social buttons, users can easily share your FAQ section in messages, forums, groups, status updates and comments, turning question marks about your brand into exclamation marks all over the web.
Furthermore, using the shareable FAQ during interactions with users on social media will save you time. No more 300 word comments explaining how to open an account. Just copy the relevant URL and send any user to your answer bank. A bonus? You’ll be bringing some extra traffic to your site.
Don’t forget the SEO
An FAQ page can also help your site’s SEO (Search Engine Optimization). When writing the answers, make sure to link to other sources of information within your site alongside additional external sources. Wherever you can avoid going into too much detail, do so by offering the “extended version” as an optional link only.
Another vital aspect of SEO planning when curating your FAQ is keeping the content unique and original. If there’s one thing search engines don’t like, it’s carrot cake. Carrot cake and duplicated content (okay, we’re kidding about the first one). But seriously, don’t copy the paragraphs from other sections of your site. Re-write what you can or link to other pages that provide the same mentioned information.
Leave room for feedback
There is a small chance that after you’ve published the life-changing FAQ page you created, some of your users won’t find the answers they were looking for. In order to keep your customers happy and pleased, it’s essential that you offer users a way to contact you or leave some kind of feedback. It can be an email address, a link to your ‘Contact Us’ page, a Chat feature, a forum or any other method which will allow them to ask new questions, ask for extended explanations or suggestions to improve your FAQ page.
By Chen Attias