Many of the people who land on your website are bound to have questions. If they don’t find the answers, you might think they will try to contact you by email or phone. Chances are they won’t bother. Instead, they will just click off your site and look for what they need elsewhere. To help you understand the best way to answer questions—and prevent an unpleasant user experience—I put together these best practices for putting a FAQ page on your website.
What Is A FAQ Page?
A FAQ (or Frequently Asked Questions) page is a page on your website specifically created for answering the most common question you, your employees and/or your company receive.
This is a highly controversial topic in the web design community as there are plenty of outstanding examples while also terrible ones just the same. Let’s focus on the good ones!
How To Do It Right
A top-of-the-line FAQ page will be succinct, easy to navigate and visually pleasing. I would say in 99 out of 100 cases, you want to show the questions but hide the answers.
By showing the questions but hiding the answers, it allows you to provide a thorough explanation in the answer section while at the same time not taking up gobs of real estate on the page. This provides a great experience for the end user regardless of the type of device they are using since they can quickly scan to find their question.
If you have many questions to answer, spanning several areas of interest, categorizing them by topic is a great idea. Otherwise it will just look like a mix and match game of random questions to the end user. This will be confusing and frustrating for them.
Great Linking Opportunity
One thing you don’t want to forget is the opportunity you have to provide helpful links to your users. There are two types of links – internal and external. An internal link means you’re pointing to another page/post or media file that is housed within your own website. An external link is a page/post or media file that is not on your website.
How Can You Mess This Up?
Providing answers to common questions sounds easy. You may be wondering how you could mess this up. I mean how on earth could you screw up a FAQ page, right? Well here’s how. Some companies use their FAQ page as a miscellaneous, “catch-all” type of page. This provides a poor experience for the end user. It doesn’t allow them to find what they are looking for quickly and simply doesn’t serve the purpose of answering their questions. The user, frustratingly, will spend more time figuring out “where” their specific question is located rather than actually reading through your valuable answers.
Oh and don’t forget, update this page regularly! There’s nothing worse than navigating to a FAQ page, only to find it’s so outdated that the information is no longer relevant.
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The FAQ page is just one example of the many details necessary to create a successful website. I have more than a decade of experience helping business owners improve their online presence and I’d love to help you! I’m giving away this free checklist to provide you with in-depth insights on how your website can convert visitors into life-long customers. Download it today!