Why You Need a FAQ Page on Your Website | The Journey
Channel: GoDaddy
Date: 2020-08-05

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⏰TIMESTAMPS⏰
00:37 – What is an FAQ page and why do I need one?
01:53 – How an FAQ page helps you build trust with your customers
02:56 – Does an FAQ page help improve SEO on your website?
03:29 – Improving your brand voice (Cards Against Humanity example)
04:41 – An FAQ page reduces the stress on your customer service department
05:39 – Three easy step to writing an FAQ page

Your website is coming along nicely. You have a lot of the basics down: a home page, an about page and a contact page. But there’s one other often-overlooked page that plays a key role in your visitor’s transition from casual browser to customer — or even brand advocate. That’s your FAQ page, also known as frequently asked questions.

Many businesses decide to build an FAQ page when they, or their customer service team, gets tired of answering the same question over and over and over. But there are many more reasons to create an amazing FAQ page for your website, even before the questions become frequently asked.

When casual browsers visit your FAQ page, it signals that they are actually sales prospects.
 
By checking out the FAQs, they’re clearly indicating that they’re interested in learning more about your products or services. Here are a few other ways you can use your FAQ page:

1. Earn trust with your customers
Proactively providing information on an FAQ page easily helps you build trust with your customers. If you’re positive and transparent in your FAQ answers, your customers get a good sense of how you’re going to behave in the rest of your business. 

By publishing these answers where anyone can see them — yes, even your competitors — you demonstrate that you have nothing to hide. Beyond the trust factor, you also establish your brand as an authority in your industry.

2. Reduce barriers to purchase
Many consumers today want to do their own research, not wait for a salesperson or customer service rep to get back to them. A well-crafted FAQ page can provide many of these answers, and help move clients from the interest stage to the decision (or even buying) phase of the sales funnel.

3. Alleviate concerns your sales copy may not address
You write your sales copy to be as compelling and motivating as possible, but your ideal customers may still have concerns or objections you can’t address easily. Your FAQ page can provide visitors the reassurance they need that this buying decision is the right one. You can even address questions they hadn’t thought to ask. That shows them that you’ve really thought through every aspect of your product.

4. Improve SEO
Your FAQ page gives you the opportunity to target additional keywords and use alternate phrases to describe your products and services, both of which improve your SEO. This extra content is full of valuable information for your customers and search engines. It’s often picked up for featured snippets on search engine result pages.

5. Build your brand voice
Your FAQ page is a great place to practice using your brand voice. Whether you’re friendly and approachable or buttoned up and professional, using the same tone throughout your FAQs helps you establish and extend your brand personality. The key to doing this successfully is to be consistent throughout your website and marketing materials.

6. Reduce stress for your customer service department
The last, but certainly not least important, reason to have an FAQ page is to reduce stress and workload for your customer service department. Rather than fill their phone queues and inboxes with the same repetitive questions, allow your customer service department to shine by helping customers with more unusual requests. Your customers also will thank you for empowering them to do more on their own without waiting for a response from a busy customer service representative.

Whether you call it FAQ, help or support, adding an FAQ page to your website or product pages can help you accelerate the buyer’s journey from casual visitor to an intentioned buyer. A well-thought-out collection of questions and answers can save valuable customer support time, extend your brand, and even help your SEO.

It’s easy to get started by simply reviewing your most common existing customer service questions and answering them on your website. Your FAQ page will evolve and change as your business grows, so there’s no time like the present to get started.

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