A good FAQ page can solve a lot of problems for frustrated customers and remove obstacles to conversion. You should make sure you focus on what questions your customers actually are asking and not on what you wish they would ask. This means going through emails, phone logs, customer feedback and other records to find out the most frequent questions and concerns. Sometimes this means having answers for negative-sounding questions you might rather not answer. It is also important to make your FAQs sound ?like a real person? and not fill them with jargon or corporate-speak. Pictures, videos and other multimedia can enrich your FAQ page as well.
Key Takeaways:
- To have a FAQ page that truly addresses what your site users want to know you need to suss out their wants by looking through emails and customer support tickets.
- Also check out your social media pages and the feedback form on your website.
- You may want to initiate a survey just to get input on what users want to see on your FAQ page specifically.
“When done well, it clarifies concepts, dispels confusion, addresses concerns, reduces frustration, and ? perhaps most importantly ? removes your prospects? obstacles to conversion.”
