FAQ is an acronym in English Frequently Asked Questions , which in translation to Portuguese means Frequently Asked Questions.
Designed to help consumers quickly find the answers they need, an FAQ is nothing more than a set of questions and answers that form an extremely efficient self-service tool.
The main objective of an FAQ is to answer consumers' most frequent questions, even before they contact your brand's support.
How to create a FAQ?
When we think about creating a FAQ – Frequently Asked Questions , first of all, it is important to take into account what your consumers are looking to solve in their first contact with your brand and what doubts they usually have, for example :
How to change password?
How to track an order?
How does it work and how do I make a return?
How to register?
What payment methods are accepted?
When creating your FAQ page , it is important to understand the acquisition journey for your product or service, and to know exactly at which stages your consumer usually has questions.
It is a good idea to conduct a thorough survey with your company's support and sales team . This way, you can anticipate the questions your customers usually have, making it easier to create a more detailed FAQ.
10 steps to create a FAQ
Here are 10 valuable steps to creating an extremely useful self-help tool:
Identify your consumers' frequently asked questions
Organize your questions
Write your answers accurately
Always use simple language
Include images and videos
Make it easy to navigate
Update regularly
Make sure it is visible and accessible
Offer additional support (e.g. was your question answered?)
Monitor performance and adjust as needed.
1- Identify frequently asked questions
Collect frequently asked questions from your consumers. This can be done through surveys, interviews, or by analyzing the history with support (after-sales) and the sales team (pre-sales).
2- Organize your questions
Organize questions into relevant categories so they are easy to find. This can be done by product, service, or problem. You can also link similar questions and answers together, following a line of reasoning so that your consumer can resolve all their doubts.
3- Write your answers accurately
Write your answers accurately and completely for each question. Be sure to include relevant information, such as links to additional resources.
4- Always use simple language
Always use simple, easy-to-understand language, avoiding technical jargon or highly educated words.
5- Include images and videos
Adding images and videos can help make your answers easier to understand. This format is often more intuitive and engaging, capturing attention and visually providing ways to solve your customer’s problem.
Example of a video in the FAQ flow of Reclame Aqui
6- Make it easy to navigate
Create a clear and easy-to-use navigation structure between questions and answers so consumers can quickly find the answers they need to their questions.
7- Update regularly
Please update questions and answers regularly to ensure information is accurate and current.
8- Make sure it is visible and accessible
Make sure your FAQ is easy to access by placing it in a visible location on your website.
9- Offer additional support
Provide additional support options, such as chat, email, or belgium business fax list phone, if users can’t find the answers they need.
10- Monitor and adjust regularly
Track the performance of your FAQ and adjust it according to consumer needs. This makes it easier to add new questions or categories, or update existing answers.
Extra tip on how to index a FAQ on Google
An FAQ with structured data markup can help your brand rank higher in Google's organic searches. Google itself has a document explaining everything you need to do to achieve this feat. In it, you will understand:
How to add structured data to your FAQs
Content Guidelines
Structured data type definitions (FAQPage, Question, and Answer)
Among other topics and other information that are in this document here: Frequently asked questions structured data (FAQPage, Question, Answer)
example of a FAQ indexed on google
Advantages of creating a FAQ for the consumer
In addition to the benefits for your brand, such as: reduced operational costs and increased productivity of your team, consumers tend to be more satisfied when their queries are resolved in a practical and quick way, without having to wait for service.
This way, your company gains points with the consumer, who, when faced with their questions answered in a matter of seconds, ends up having more trust in your brand. But if you are still not satisfied with these benefits, we can mention 9 others:
Access to relevant information
Self-service
Accessibility
Accurate answers
Time saving
Improving customer experience
Access to security information
Updated information
Access to additional resources
Access to relevant information
FAQs provide consumers with access to relevant information about products and services, which helps them make decisions easier because they are based on relevant information.
Self-service
FAQs allow consumers to find answers on their own without having to contact support, which can save time and effort.
Accessibility
The FAQ is available 24 hours a day, 7 days a week, allowing consumers to quickly find the answers they need, regardless of the time of day.
Accurate answers
FAQs are regularly updated to include relevant and up-to-date information, ensuring consumers receive clear and objective answers.
Time saving
FAQs allow consumers to quickly find the answers they need, saving time compared to contacting support.
Improving customer experience
The Q&A tool helps improve the user experience by providing quick and objective answers, at any time and day the consumer needs them.
Access to security information
FAQs may include important security information, such as how to secure your account, prevent fraud, and protect your privacy.
Updated information
FAQs are updated regularly to include accurate and up-to-date information, ensuring consumers have access to the latest information.
Access to additional resources
FAQs may include links to additional resources, such as user manuals, training videos, and more, which may be helpful to consumers.
