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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  • Update the FAQ regularly with new questions, remove outdated answers, and improve other aspects of the FAQ.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.

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Article FAQs

What are common FAQs?
Common FAQs (Frequently Asked Questions) can vary depending on the product, service, or industry. 
How do you write Frequently Asked Questions?
You can find this information in the “How to craft good FAQs” section.
How many questions should an FAQ have?
It depends on the product/service, complexity, and target audience. It's important to cover the most important question on how to use the product/service, set it up, and answer customers' most common questions. A FAQ with 10-20 questions should be sufficient to cover the basics.
What is General 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.
How long should FAQ pages be?
They should be long enough to cover all the common questions a customer may have by only including the necessary information. A good rule of thumb is 2-3 paragraphs per question to not clutter the page.

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