Providing information to your visitors about your organization, products or services is of utmost importance. This importance becomes a necessity if you run an online store and sell products or render services online. Customers typically tend to gather all the information and clear all their confusions about the product they want to buy. In order to increase your chances of conversions, you must have a mechanism by which prospective customers can ask quick questions and get it answered instantaneously.
The most common approach used to provide real time answers to customer’s questions are Frequently Asked Questions (FAQs) pages. A FAQ page lists all common questions a potential customer can ask and provides brief but concise answers to them. Its whole purpose is to clear all the uncertainties and ambiguities a customer might have about a product, payment or shipping. FAQs pages help increase conversions, retain customers and instill confidence in their purchasing decisions.
Best Practices for FAQs Pages:
Although there is not a single standard format for FAQs page as it varies from site to site and merchants to merchants. Following are some general guidelines to make it more useful and user friendly.
Keep your answers as short as possible. Customers are only interested to find a short but complete answer to a particular question. Be precise with the answer and avoid unnecessary or irrelevant details. Your target should be to satisfy curious customers. Long answers will make the whole reading experience boring for them.
Group Relevant Questions:
If your FAQs page is too long, you need to make extra efforts to make sure customers find the question they are looking for in a hassle free manner. To do so, you should group together relevant questions and divide them into categories and subcategories. For example, you can group together questions that are related to accounts and place them under ‘Accounts FAQs’. Similarly, you can place payments related questions under ‘Payments FAQs’ and so on. This makes questions search and navigation easy as visitors can go directly to the relevant category.
Make Questions Clickable:
If you have more than 10 questions or the answers to the questions are longer than one paragraph, it is recommended to make the questions clickable. This makes the FAQs page easier to scan.
Interlink your FAQs:
Customers typically don’t go directly to FAQs page to look for help. It’s a good idea to interlink it in places where visitors may need help. You can use them along with search pages or in a chat with real attendants. You can ask the user what kind of help they require and then suggest a few FAQs based on the users keywords.
Include Ask A Question Form:
Possibilities are that a user does not find answer to their question within FAQ’s page. In this case, users should be able to ask the questions they are looking for in a readily available question or contact form. Using this form, customers can ask quick questions directly from you and get it answered immediately.
Examples of good FAQ Pages:
Below is the FAQ page of the Bank of America. It is a good example of a perfect FAQ page. It covers all the necessary questions in an easy to find way. The interface is simple, the questions are clickable and grouped under relevant categories. It provides top FAQs in a separate panel. Above all, it provides specific questions for different states.
Here is another good example of an FAQ page. Delicious FAQs page includes all the basic information needed to use the service. The answers are comprehensive and are provided below the questions.
Creating FAQs page needs special attention and time as it serves as a valuable and helpful source for your entire website. Since a user friendly FAQ page with customization options is not easy to create, it’s a good idea to use an extension that does the trick for you. Magento product questions extension saves you time and let you create fancy FAQs pages.
Product Questions Magento extension by FME allows you to create a dedicated FAQs page and a product questions tab on every product page. It also adds a captcha enabled “Ask a Question” form on each product page for customers to ask quick questions. FME’s Magento product questions extension has features to meet all the best practices for an FAQs page. It offers the following useful features.
You can select from 5 themes for the FAQs page.
- Enable search box for customers to look for particular questions
- Set the position and order of the questions according to your requirement
- Display the FAQ block anywhere on the website
- Email alerts when a question is posted/answered
- Customers can rate, like, unlike and reply to questions posted by other customers