Definition: Frequently asked questions (FAQ) are collections of the most common questions and brief, easy-to-understand answers about a particular product, service, or topic. They can be presented in various formats, such as a webpage, a PDF file, or an interactive chatbot.
They serve as a self-service tool for customers to easily find the information they need without contacting customer support.
Benefits of having FAQ pages
- Saves customers’ time by letting them find the information they need without contacting customer support, which can take time due to delays.
- Establishes trust by showing customers that the company understands their pain points and is addressing them. It creates transparency about the company’s products/services.
- Reduces the cost of customer support by lowering the number of low-impact tickets in the support queue and making more room for important tickets.
- Improves website navigation by pointing users to the right pages on the website (specific blogs, features, tutorials…). This is done through internal linking.
- Improves SEO traffic by making the website more visible, making it easier for potential customers to find the website by searching for specific questions.
How to craft good FAQs
- Identify common questions customers are asking about the product/service across all channels and create lists of questions that need to be answered.
- Organize the FAQ into categories based on different topics, customer personas, and products/services.
- Answer questions clearly and concisely with only the important information that solves the problem and easy-to-understand language.
- Make answers easy to find by displaying the most common questions on top, internally linking them, and allowing customers to search for questions.
- Include media (images, GIFs, videos) that visually explain what the paragraphs are telling the customer to do.
- Update the FAQ regularly with new questions, remove outdated answers, and improve other aspects of the FAQ.
- Optimize for SEO by using relevant keywords in questions/answers as many customers search for answers for products/services on Google.
- Make the FAQ accessible on every website page and inside the product.
How do you structure frequently asked questions?
There are two ways to structure them:
- A list of questions one after another. This structure works for small FAQs.
- Categorized by topics where questions are grouped, each category has a heading that customers can click to access questions. This structure is best for big FAQs because they are easier to navigate.
Examples of well-designed and written FAQ pages
Airbnb has a search bar allowing users to search for specific questions with suggestions based on their profile, with every FAQ page acting as a mini blog.
YouTube’s FAQ is split into categories and sub-categories, leading to different branches of questions on separate pages.
WhatsApp has an easy navigation system of drop-down categories and questions that follows the user with questions being answered step-by-step.
Wikipedia has every important topic on each page linked to the appropriate page creating a web of pages.
FAQs
Word forms: FAQs
What does the FAQ stand for? ›
Meaning of FAQ in English
abbreviation for frequently asked question: a question in a list of questions and answers intended to help people understand a particular subject: If you have any problems, consult the FAQs on our website.
What is a FAQ short description? ›
An FAQ page (short for Frequently Asked Question page) is a part of your website that provides answers to common questions, assuages concerns, and overcomes objections. It's a space where customers can delve into the finer details of your product or service, away from your sales-focused landing pages and homepage.
What is frequently asked in a FAQ? ›
It is a collection of common questions and answers not specific to a product, feature, or service. They usually cover payment policies, how to contact customer support, and refund policies.
What does the FAQ refer to? ›
FAQ stands for "Frequently Asked Questions". This term is used to summarize a collection of questions and answers that are typically asked by users or customers about a specific topic, product, service or organization.
What is FAQ and why is it important? ›
Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service.
What does an FAQ look like? ›
An effective FAQ page should include a clear and concise introduction, questions and answers divided by categories, links to additional resources, and a search function to help visitors quickly find the answers they are looking for.
What is the difference between FAQ and Q&A? ›
In this schema type, a question can have multiple answers. This is the basic difference between Q&A schema and FAQ Schema. In FAQ Schema one question has only one answer but in Q&A schema, one question may have multiple answers.
How many questions should be in an FAQ? ›
How many questions should a FAQ page have? I suggest at least 10 for a full FAQ page. Most businesses can find at least that number to answer concisely. The exact number is less important than being organized and concise.
What is the best format for a FAQ document? ›
Use a question-and-answer format: This sounds obvious…but don't forget to write out actual questions with answers. When someone finds an FAQ page they want specific information, not a marketing pitch or a long story. 4. Keep answers short: Getting a straight, quick answer to your question is a relief.
100 Most Asked Questions on Google
| # | Question | Monthly Searches |
|---|
| 2 | What is my IP | 800,000 |
| 3 | When is Mother's Day 2024 | 681,000 |
| 4 | How many weeks in a year | 486,000 |
| 5 | How many days until Christmas | 434,000 |
96 more rowsJul 18, 2024
How long should my FAQ answers be? As short as possible while still answering the question. If you find your response drags on, you can always split one set into multiple sections. Alternatively, you can end your short answer with a link to another page with full-length legalese.
What does FAQ mean? ›
abbreviation for frequently asked question: a question in a list of questions and answers intended to help people understand a particular subject: If you have any problems, consult the FAQs on our website.
What does F stand for in FAQ? ›
FAQ is an abbreviation for `frequently asked question' or `frequently asked questions.
What do the letters FAQ stand for? ›
FAQ. Frequently Asked Question(s). When people say "the FAQ", they are generally referring to a list of answers to Frequently Asked Questions.
