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Do you have a FAQs page on your website? If not, you might want to create one…
Your FAQs page is there to address common questions about your products and business. However, that is only a small part. When done right, your FAQs page serves many purposes:
- Improves your site navigation and SEO.
- Prevents negative reviews and customer complaints.
- Answers questions your product descriptions may not.
- Gives shoppers confidence in your brand.
- Eliminates purchasing anxieties shoppers may face.
A FAQs page is an invaluable resource for your shoppers and can help you increase your sales. Don’t miss the opportunity to use it to your advantage.
What Is a FAQs Page?
The Frequently Asked Questions (FAQs) page on your website is where you answer common questions and concerns about your products and business. You can create a separate FAQs page for each product you offer, a general FAQs page for your shop policies, or both. This page is different than your About Us page. It is the place shoppers go when they have specific questions about your products or business.
If you don’t have time to answer dozens of emails from shoppers, a FAQs page is a must for your business. It can act as a living document that you add to as your business grows. Your FAQs page is often the first place shoppers look when they have questions before they contact you. Shoppers will be happy if they can find the information they want without much effort.
When used correctly, your FAQs page can help shoppers at several stages in their purchasing decision. It helps eliminate any doubts they have about your products.
When Should I Use a FAQs Page?
There are two types of FAQs pages. You can create one for your shop policies or one for individual products. You don’t need to create a FAQs page for every product, but it can be beneficial if your product requires some education or you get a lot of questions about it.
Here are some ways to know when it’s time to create a FAQs page for a product on your website:
- You’ve received several emails asking the same questions.
- Your product requires a lot of explanation.
- You want to address customer concerns in a straightforward manner.
- You want to improve your search engine optimization.
Where Should I Put My FAQs Page?
The answer to this question is not the same for every business. It depends on what your customers need and want.
If you’re selling products that generate a lot of questions, your FAQs page should be in a prominent location on your product description page. If you’re using a FAQs page to alleviate the number of customer support tickets you receive, your FAQs page should be a resource near the bottom of your webpage.
Be careful not to overuse the FAQs page because it can become a distraction to shoppers. It should not be the first thing they see. It’s better to add a link to your FAQs page near the end of your product description.
Alternatively, you can integrate FAQs directly into your product page. This works best with drop-down menus or bullet points to make it easier for shoppers to find the answers they need. If you want to do this, place your FAQs near the bottom of your page, directly before your buy button.
Many business owners treat the FAQs page as an afterthought when it should be used strategically to increase sales. A well-written FAQs page can eliminate any doubts potential buyers have about your products and services.
How Do I Come Up with Frequently Asked Questions for My FAQs Page?
The best place to find frequently asked questions is from customer support tickets and your email inbox. Customer reviews can also give you ideas. If you don’t have any reviews, emails, or support tickets yet, try to anticipate any questions or objections shoppers might have about your products. You can also look at the questions your competitors’ are answering.
Always keep your FAQs relevant and useful. Your goal is to educate shoppers and build trust. Never waste their time!
If you come up with a long list of questions, group similar questions together to make it easier for your customers to find the answers they need.
There is no universal FAQs page template to follow, but here are some common questions you should try to address in your FAQs page shop policies:
- What is your return policy?
- Does your product have a warranty?
- What are your shipping costs and options?
- When will I receive my order?
- What do I do if my order never arrives?
- What do I do if my order arrives defective?
- Can I make changes to an order I’ve already placed?
- Where are your products manufactured and shipped from?
- How is your product made? Where do you source your materials?
- Do You have a sizing chart? People want to make sure they order the right size to avoid the hassle of returns.
- Who do I contact if I have other questions?
These are the basic questions shoppers want answered when looking at products online. Make sure you answer the most relevant ones to your products and business. Also, don’t forget to include a call to action at the bottom of your FAQs page. Once shoppers have gotten their questions answered, make it easy for them to buy with a “Buy Now” button or some other incentive.
You might also like: 12 Things Shoppers Want to Know About Your Handmade Products But Aren’t Asking You.
How Should I Answer Frequently Asked Questions?
Always keep your customers’ perspective in mind when answering FAQs. Be as useful as possible without providing more information than they need. Your goal is to build trust and show your customers you care about their happiness.
When answering questions about the potential shortcomings of your products or business, always be truthful but answer with a positive spin. Customers know that no product is perfect. They want to make sure they are getting the best product for the price. How you position your answers is key to getting sales.
Also, don’t miss the opportunity to add a call to action when it is relevant in your FAQs section. Think about the next logical step shoppers should make and help them through the purchasing decision. The easier you make it for them, the more likely you are to make a sale. Use your FAQs page as part of your funnel.
If you aren’t using FAQs pages to your advantage, it’s time to start. I can also help you write better product descriptions that convince shoppers to buy your products. If you want to learn more, sign up for my emails. Don’t worry. I never spam.
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