Your teams and support channels often receive the same types of questions, and you always need to answer the same thing , right? Having a FAQ page can greatly help reduce this problem.
This solution, which provides answers to the most common customer questions , is sometimes forgotten or not given due importance by companies.
Do you know what an FAQ is, what its benefits are, and how to create one? Check out our article and start gathering your frequently asked questions right now!
What is FAQ?
FAQ is the acronym in English that corresponds to the expression Frequently Asked Questions , that is, Frequently Asked Questions.
Its objective is to help the customer resolve their simple questions quickly, without having to contact the company .
By finding the solution to their problem on their own through the FAQ, the customer leaves satisfied, as their question is immediately resolved , and you save time and effort for your Customer Success team.
In addition to providing support for customer service, the FAQ page can also be used to further explain the terms and conditions of sale for its products and services . This can include return, exchange, and delivery policies, among others.
A complete and structured FAQ page can also be a great ally in purchasing journey , converting them into customers.
Why have a FAQ page?
You already know that FAQs are designed to answer questions from customers and potential customers, but do you know why they can be so helpful in your company's day-to-day operations? Check out some reasons below!
Makes your team's work easier
The main objective of the FAQ is to facilitate and optimize the work of your team , which is spared from always answering the same questions.
By having a place where users can easily find answers without contacting the company, your team can handle more complex cases, allowing them to focus more on the new user journey and not worry about frequently asked questions .
In the case of small companies, with leaner teams, this makes even more of a difference.
It is part of the customer experience strategy
It may not seem like it, but the FAQ is part of the marketing strategy and customer experience .
Through a simple page, your company has the opportunity to engage with the public through an exclusive channel, showcase your brand, and attract users to make a purchase.
Questions and answers, even if direct and quick, are still a dialogue and a way of getting closer to the public .
Helps build customer loyalty
When your FAQ page is well-designed, consumers who access it before closing a deal will be much more aware of what they are going to purchase and what the purchase conditions are .
Therefore, the FAQ is an excellent place to explore payment conditions, deadlines, terms, policies, and important points to attract the public and show that it is a good option to buy from your company .
In this way, the FAQ can help build customer loyalty, as they already know what they're getting and will be less likely to be disappointed with their purchase.
How to create a FAQ page?
For your FAQ page to be truly effective, you need to be careful with it and think about its design and, most importantly, its content .
We've put together some tips to help you create yours and be successful.
Survey your customers' questions
Involve your Sales and Customer Service teams and list the questions they frequently answer . For this initial step, the more questions, the better.
This also involves knowing your audience . The more you know about your customer, their profile, and their pain points, the easier it is to map these questions.
Define the questions to be answered
Now that you and your team have mapped out frequently asked questions, it's time to define the topics that will actually be included in the FAQ.
Organize the FAQ by topic and try to compile the questions to make the page as straightforward as possible.
If you feel the questions raised don't cover everything the company wants to convey, add more questions.
And don't forget, the FAQ speaks to your persona, so make it personalized and useful .
Answer all questions
Once you've mapped out and decided what the FAQ questions are, it's time to actually answer the questions .
Use accessible, educational language, and be careful with your Portuguese. Use the FAQ to convey the company's style, whether formal or informal.
Create a pleasant, scannable page
Your FAQ page should be pleasant and easy to access and read . Organize it by subject and topic to avoid tediousness.
Consumers need to easily find their question and the answer . Furthermore, they need to understand exactly what they need to do to solve their problem. It's a good idea to include links , tutorials, videos, screenshots , and other resources.
Make your FAQ easy to find . Place a button for it on your homepage and link to it on your shopping, contact, or any other page where you know customers might have questions.
Keep the FAQ updated
It's important to remember that it's not enough to simply publish your FAQ and leave it there forever. You need to always be aware of what needs to be updated, added, or changed.
It's natural for processes to change within your company and for new questions to arise from your audience. Therefore, establish timeframes for reviewing it and don't forget to edit it when you consider it relevant.
Conclusion
Having a FAQ page is extremely important for your company and can bring many benefits to your teams and customers.
Answering easy and simple questions quickly can bring your audience closer to your brand, as well as optimize your customer service efforts .
Always pay attention to your users' questions, conduct surveys, provide simple answers, and design your page to reflect your business's image.
The FAQ may seem like a simple page, but not having this space is very harmful to business .
Does your company already have a FAQ? How have you handled your customers' questions? Now that you know more about the topic, learn about some of our solutions that can help your business through the feedback economy!
