When you start planning how to create your website for your brand or business, keep in mind that there are certain questions new visitors and customers will ask again and again. Adding a comprehensive FAQ page (frequently asked questions) to your site is one of the most efficient and cost-effective ways to handle these common queries.
Preparing a collection of standardized answers to popular questions will have two major and obvious benefits. First, it will support your customers in their time of uncertainty. Next, it will save you, as the owner, the inconvenience of turning into a broken record.
So, when you’re planning the structure of your website, leave some time to work on an FAQ page. If you're not entirely sure how to do this, the following guided steps and examples below will help get you started when building your site.
What is an FAQ page?
An FAQ page is a dedicated page on your website that provides visitors with quick and simple answers to common questions in an organized and structured manner. Even the best website designs can overlook the importance and impact of a well-executed FAQ page. A good FAQ section is a great way to improve your customer service strategy.
Of course, visitors can always reach out to you through a live chat or contact page to find answers. However, an FAQ page will streamline that process, putting you and your customers at ease, and saving you both time.
A good FAQ page can:
Sweep away all of your customers’ concerns
Save time by providing automated answers to repeating questions instead of answering them manually
Improve your site’s visibility on Google
Offer a better experience for your users
How to create an FAQ page
With the right tools and execution, you can have an FAQ page up and running on your website in no time. If you’re using Wix, the WIX FAQ app helps users create their own FAQ pages, providing ready-made layouts with customizable settings.
However, there are still preparations you’ll need to make. Whether you're interested in how to use the Wix FAQ app or are using an alternative website builder, here are the steps you need to take to create an aesthetically pleasing and functional FAQ page of your own when creating your professional site:
01. Identify your FAQs
“What is your return policy?” “How long will my appointment last?” “Is this product harmful to the environment?” Whatever your industry, you most likely receive questions similar to these from new and curious customers everyday. Now is the time to jot down and answer your most popular FAQs.
In order to create an FAQ page, you will first need to conjure a list of questions that you want to address. These should, at the very least, include the most common queries customers have about your products or services. Based on their abundance in the past, customers will undoubtedly express the need for answers to these questions in the future.
Compile a list of FAQs drawn from data on past customer service interactions, such as phone calls, emails, or social media comments you’ve received. This valuable research will give you an idea of what categories, questions, and concerns to include on your FAQ page.
Aside from tapping into customer service data, you can also find inspiration from the FAQs your competitors have already come up with. Furthermore, you can think about answers that will stress your business’s strengths, and other topics you want to highlight. For example, what is something you want customers to know about your product from the beginning?
If you’re wondering how much information you should put on your FAQ page, the answer is: as much as you want. As your list grows, you’ll want to arrange questions in a way that is not overwhelming for visitors. We’ll touch more on how to do that in the section on how to organize your answers below.
02. Choose your tone
Your brand has a unique voice that can be established and reflected in the tone of your website’s written content. Let your brand's voice guide your approach to communicating with customers on your FAQ page. Ask yourself, “Will I sound casual? Sensitive? Professional?”
While staying in line with your brand’s voice, keep your FAQ text clear, concise and understandable, without too many complicated terms that might intimidate your readers. People should be able to easily comprehend the answers you provide them. Moreover, 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.
03. Organize your answers
You’ll probably have to squeeze a decent amount of information into your FAQ page. Whether you have it all prepared right now, or plan to add more over time (which you most likely will), organizing this data into topics and subtopics is essential from the start. Dividing the content on your page will help visitors browse between questions, reach their desired answers quickly, and seek relevant questions they haven’t yet considered.
After you categorize your content, start arranging the topics and subtopics into a logical order. It’s recommended to catalog your questions from the most frequent to more niche. This will come in handy when you start to design your FAQ page, setting the foundations for an organized structure.
04. Design your FAQ page
In case you were worried, just because your FAQ page will be full of text, doesn’t mean it can’t be eye-catching. It’s no different than any other section of your site – it has to look great while performing its duty.
Here are some web design tips for your FAQ page:
Your first priority is designing a page that’s clean and easy to navigate. After all, customers are here not to be entertained, but to get information. To achieve this, you’ll need a basic and simple format that’s easy to read.
With Wix’s FAQ app, you can choose from professionally designed FAQ page layouts. These template options are fully customizable, and include three options:
Expand: The list of questions is displayed on your site, and visitors must click on a question to view the answer.
Classic: The question and answer both appear on your site in a list.
Stripes: Questions are organized in horizontal bands, the visitor must click on a question to view the answer.
Once you have the structure ready, add your questions and answers to the page according to the order and categories you’ve come up with.
But don’t think solely about the macro when designing your FAQ page. Dive into the smaller details, customizing the fonts, colors and text sizes to compliment those you’ve used throughout the rest of your website design. Remember that the goal here is to make your users’ experience as smooth as possible, while maintaining your visual and written brand identity.
To improve the user experience even further, add a search bar to your page. This will assist visitors who already have a specific question in mind, since they can simply type in a keyword or specific query to save time. If you’re using Wix, you can add these using the FAQ app.
Pro tip: One of the great features of Wix FAQ is the ability to add images and links to the body of your answers, which provide extra value to your customers and enhance engagement.
05. Add social buttons
Now that you’ve got your design ready, it’s time to think socially. By adding social buttons to your FAQ page, users can share your answer in messages, forums, and on social media pages (namely in status updates and comments).
Let’s say they’re impressed with your service, or see a question that your FAQ provides an answer to - social buttons will give them the ability to share your information instantly. This will turn 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 and effort. No more 300 word comments explaining how to do this or that. Just copy the relevant URL and send any user directly to your answer bank.
As a bonus, you’ll be bringing some extra traffic and promotion to your site.
06. Focus on SEO
Search engine optimization means improving your website’s content so that it ranks well on search engines.
While there are many ways to improve your site's SEO, an FAQ page can help by strengthening its content with internal and external linking. When writing your FAQ answers, try to practice internal linking by adding extra sources of information already within your site, such as a blog post. This can increase the number of visitors to the rest of your site's posts and pages. You can also link to additional external sources when they are relevant and offer an extended version of your answer.
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 duplicated content. Don’t copy the paragraphs from other sections of your site. Re-write what you can, or link to other pages that provide more detailed information.
07. Include live support
There is a small chance that after you’ve published your FAQ page, some of your users still won’t find the answers they were looking for. In order to keep customers happy and pleased, it’s essential that you offer users an alternative way to contact you with their questions.
This can be an email address, a contact form, a live chat feature, forum or any other method which will allow them to ask new questions, extended comments or suggestions to improve your FAQ page.
08. Hit publish
Now that you have your content and design set, it’s time to click publish.
Make sure your FAQ page can be found without difficulty. One common place to feature an FAQ page is in the navigation menu of a website. This treats it like any other section featured on the homepage.
It’s also good practice to add a link to your FAQ page at your website footer. Although your FAQ page won’t be as prominent at the bottom when making a homepage, this will allow more space for other items in your navigation menu. Plus, since a footer can be pinned to each page of your site, your FAQ page will always be accessible for visitors.
Of course, you can always link to your FAQ section in your About page, or any other page that you find relevant on your site.
09. Update and add more solutions
As your business grows and time passes, there is a good chance that the information posted on your FAQ page will become outdated. Perhaps you’ve updated your prices, times of service, or products. Make sure you always include the correct details, because providing outdated information on an FAQ page would miss the point - only further confusing customers instead of giving them clear answers.
Additionally, you want to include new and popular questions that pop up over time. In general, knowing how to update a website is good practice. It shows customers that you’re growing, active, and furthermore, that you care to provide them with the most up-to-date information.
FAQ page examples
01. Uhuru Reiki
Uhuru Reiki is a holistic treatment center offering the unique services of Tiffany Credle to residents of NYC. Since first timers visitors on her site might not be familiar with Reiki treatment, Tiffany addresses both curious and the skeptic visitors.
Providing information any customer would want to know before trying Reiki for the first time, the FAQ page sensitively answers questions like: What is Reiki? What will I feel after a session? Does Reiki work?
The mosaic layout offers a more interactive virtual setting for visitors, who can open or close the answers as needed. Plus, a search bar at the top of the page provides a short-cut for visitors who know what they want.
02. Puffin Packaging
“Any questions? We’re here to help,” is the friendly greeting visitors to Puffin Packaging’s FAQ page will receive. A nice and inviting tone already speaks directly to their target audience, committing themselves not only to the environment, but to good customer service.
The sustainable packaging manufacturers work with their FAQ page to dive deep into what materials they use and other concerns regarding the environmental friendliness of their product.
The FAQ page is organized with appeal text boxes and is overall on-brand - featuring Puffin’s logomark and applying their signature teal blue color. As visitors get to the end of the page, a contact form encourages them to be in touch anytime for more information.
The organized categories of Young Book Design Awards’ FAQ page make it a breeze for visitors to uncover important answers. Since they run contests annually, they provide fundamental information to new applicants such as rules for entering their competition, and technical guidelines.
Including a link on their bold navigation menu means visitors can’t miss the section. This, along with the page’s expert use of visual hierarchy, color and expandable strips make us think YBDA deserves an award of their own.
Tracking carbon emissions, the Capture app is set on improving the sustainable lifestyles of their users. Organized into three separate categories, the organized structure guides visitors to the find answers they’re looking for. On top of that, a clear message invites those with unanswered burning questions to send an email to the team.
Notice how Capture’s branding is completely on point – the green color scheme highlights the essence of the app. Further embellishing their otherwise minimalist site with animated, leafy imagery emphasizes their sustainable ways, and provides a charming experience for visitors.
What should be included in an FAQ page?
Including relevant and well-structured information on your FAQ page can improve user experience, reduce the need for direct customer inquiries, and showcase your business's transparency and customer-centric approach. Here's what should be included in an FAQ page:
Include common questions that are frequently asked by your customers or visitors. These can cover a range of topics related to your products, services, policies, and processes. How many questions should be on a FAQ page? This will vary based on what you think will help your users, but 10+ is a good range.
Provide clear, concise, and easy-to-understand answers to each question. Use simple language and avoid technical jargon.
Organize questions into categories to make it easier for users to find the information they're looking for. Common categories might include "Product Information," "Shipping and Delivery," "Payment and Pricing," "Returns and Refunds," and "Account and Support."
If the answers to some questions require more detailed explanations, provide links to the relevant pages on your website.
Include a section with contact details (email, phone number, customer support hours) for users who can't find the answers they're looking for and need to reach out directly.
Regularly review and update your FAQ page to ensure that the information remains accurate and relevant. Remove questions that are no longer relevant and add new questions that arise over time.
If appropriate, use images or videos to supplement explanations. For example, if you're explaining how to assemble a product, including step-by-step images can be helpful.
Consider adding a form that allows users to submit their own questions if they can't find the information they're looking for.
Make sure to regularly update and expand your FAQ page based on user feedback and emerging queries to make it a consistently valuable resource for your audience.