Creating An FAQ Page: All Questions Answered
By: Sierra Hays
Tags: FAQ, Customer Service, Customer Success

Having good communication is very important. When attempting to speak with higher-up officials it's good to have specific contact information listed on the FAQ page. This way consumers are directed to the right helpline and can be efficiently helped.

Nothing is more frustrating than attempting to use a product that does not work. Having alternative sources or solutions to fix the problem on an FAQ page is helpful because consumers may feel overwhelmed and frustrated especially since they are unable to reach live representatives

Based on these reviews we can see a few common threads resurfacing in each complaint:

Lack of proper information Lack of response Product misfunction

We can now build an FAQ page centered around these common threads.

Just starting your business? Try these steps when building your FAQ page!

Send out surveys: customers love giving their two cents. By asking customers questions such as; Were you able to easily locate everything you needed? If we could improve your experience in any way, what would you like to see? Do you have any questions or concerns about the operations of our business? Research other competition: It never hurts to know the weaknesses and strengths of your business competitors. See what FAQ their customers are asking prepare to have similar if not the same questions. Be the customer: Put yourself in the mindset of a customer for your business, is there anything you need to know that isn't currently being displayed or told. are the answers to your questions easily accessible and easy to follow? Seeing things from the perspective of a customer will help you when approaching Customer Success.

Compiling your Data:

Taking the steps listed above I have created a Google Doc that lists the most frequently asked questions, concerns, complaints that consumers have for Equifax.

Mock General Question for FAQ page

Providing information such as a social security number can be a concern especially since Equifax’s security breach in 2017. It's important to explain why this information is being requested.

Mock General Question for FAQ Page

Providing details of why a service is no longer offered or required is a great thing to have on an FAQ page. Change is hard for many people so explaining new policies and procedures provides customers with a clear understanding and a sense of trust between them and the company.

Giving the customer options is always the best policy it allows the customer to use whatever method they feel most comfortable using. Also, providing options allows the customer to have alternative solutions if one option is not working or proves to be too difficult for the consumer.

Mock General Question for FAQ page

Having detailed responses on your FAQ page is extremely beneficial because it allows the customer to read through the policies without any confusion.

Providing an email, website, or phone number with the answer allows the customer to reach out if they have further questions or concerns.

Once you have done your research and complied your FAQ’s its time to create a landing page!

Let’s Build A Landing Page:

I am going to use a website builder called Wix to create my FAQ page.

Once you create an account for Wix you will be presented with a home web page that looks similar to this:

Wix home web page

you will want to click on the “ create new site” button in the top right-hand corner

Once you have clicked the create new site button you will be prompted a templets webpage. You can choose whatever template you like or best fits the business.

Wix Template Page

For Equifax’s FAQ page I chose to go with the business consulting template.

from here you will hover over the chosen template and click the blue edit button.

By clicking the edit page it will open the template up and allow you to customize the page to whatever you want.

Here is a detailed step by step Loom video tutorial on how to edit your template on Wix!

Once you have edited your template to match your business you should have a final product resembling this template.

Home Page for the Landing Page

Here we have the new landing page that will house all the tabs for your customer Sucess platform. You will notice that the second tab listed horizontally at the top of the screen is labeled “Frequently Asked Questions” also known as FAQ this is where your customers will be able to navigate the different categories of your FAQ page.

FAQ main page: Categories Section

This is the home page for the FAQ page. here the customer will be able to navigate through the different categories.

Having categories on your FAQ page is a huge bonus because it helps customers narrow down their search.

By clicking on the different tabs, the customer will be presented with the top asked questions, concerns, or complaints in that category.

Your final FAQ page layout should be concise and easy to follow. Using neutral colors and bold lettering draws the eyes and catches the reader's attention.

Congratulations! you just created an FAQ page from scratch! All that's left to do is hit publish.