Picture yourself waiting in line to get your order at a restaurant. The longer it takes, the hungrier, the more frustrated you get—until you break down and resolve never to visit that restaurant again.
That's exactly how your customers react when they're on hold for a long while to speak to a customer support agent to troubleshoot a minor issue. It creates friction in customer experience (CX) and ruins your reputation, possibly leading to churn.
Instead of making customers wait in queues, companies are investing in self-service resources to empower users for independent problem-solving—60 percent of companies agree.
Let's learn how a self-serve FAQ page can benefit your company and how you can design one effortlessly. We've also sourced eight excellent examples for inspiration and an easy template to get you started.
Do you *really* need an FAQ page?
An FAQ page compiles the answers to some of the most commonly asked questions about your business. Think of it as a quick fix for your customers' questions and issues before they make a buying decision or sign up for your product/service.
While FAQ pages don’t solve every problem your customers might face, they can benefit your customer support team and users in more ways than one.
Here are six benefits of building an FAQ page for your brand:
Deliver customer education
Give potential and existing customers confidence in using your product/service with meaningful answers. Consider your FAQ page an opportunity to educate users about the different nuances of your offering and enable them to make the best use of their investment.
For example, if you’re planning to list a property on Airbnb and read their FAQs for hosts, you’ll discover great insights on maximizing value from your listing.
Increase product adoption rates
You can drive product adoption by making it easy for users to solve doubts and find information. FAQs equip users with the tips and tricks to navigate your product to fulfill their goals, achieve value and become power users.
For example, something as small as an FAQ on adding Todoist shortcuts on the Android home screen can help users consume the app better when they're on the phone and improve adoption rates.
Save time for your support team
An obvious benefit of building an FAQ page is the time it'll save for your support staff. Instead of answering repetitive questions all day long, they can focus on handling high-value tickets and helping customers facing significant issues.
The lower workload can also boost their productivity and ensure they enjoy their tasks instead of being burdened with monotonous work.
Win credibility for your business
FAQs offer more than just convenience and improved CX. The quality of your FAQ page can also build users’ trust in your brand.
If you accurately anticipate their questions and speak to their pain points in your answers, you can take an edge over the competition to win their buy-in and build a loyal customer base. It shows users how well aware you are of their concerns.
Rank for relevant target keywords
FAQ pages can also help your SEO game and improve your visibility on search engines. When optimized for relevant keywords, your FAQ pages can secure top search rankings and attract high-intent visitors.
For example, Slack's FAQ pages show up when you search for "data migration from Slack," making it easier for users to find relevant information and prospects to learn more about the tool.
Increase internal page views for SEO
Another overlooked benefit of designing FAQ pages is building internal links and improving page views. You can link internal resources—like blogs, videos, guides or product pages—to your FAQs and redirect readers to find more information about their query.
This creates more link juice and benefits your website from the SEO perspective. It also encourages users to stay on your site longer and increases session times.
Use this FAQ template built with Scribe
Looking for an easy way to create your FAQ page minus the hassle of designing and coding? Use Scribe, a powerful and intuitive documentation tool for sharing knowledge correctly.
Here’s an FAQ template built using Scribe Pages. Just duplicate and customize it for your needs:
What’s in this template?
This template lists the most common questions for any product/service-based company. You can directly add answers as per your company policies or customize the questions to better speak your users' language.
Learn how to create FAQ pages using Scribe and take the pressure off your shoulders to complete this documentation campaign.
8 FAQ examples that work (and why)
If this is your first time designing an FAQ page, you'll need to do some digging to see how companies approach this self-serve resource. Thankfully, you don't have to look too far for inspiration.
We sat down to review the FAQ pages for tens of SaaS companies and curated this list of eight FAQ examples to show you how it’s done.
Paychex is a payroll management software with a uniquely designed FAQ page. The page includes a drop-down list of topics users can look up. It also displays a set of common keywords people use to search for relevant information.
The page consists of four resources: articles, guides, podcasts and webinars. You can filter all resources on any topic based on the resource type and resolve your queries in your preferred form of content consumption.
Segment is a customer data platform with a minimal FAQ page. The help center features a search bar and table of contents to help users navigate the resource library effortlessly.
Every question includes a detailed yet skimmable answer with steps and screenshots to deliver the requested information. The documentation also includes a Glossary page, listing brief definitions for all the key terms and jargon relevant to the product.
Airmeet is an event-hosting platform with a neat FAQ page. The page is divided into two sections; one is the home page, while the other is the solutions page. The solution page covers different product features like AX360, AirControl and similar. So you can navigate to the correct section based on the feature you want to learn about.
You can search for information using keywords or talk to Airmeet's staff using a chatbot pop-up. The detail in every FAQ makes Airmeet an excellent example of FAQ page design.
Docebo has a short FAQ page with a search bar, product-based questions and common topics. Each product section includes a list of categories to simplify navigation and discoverability for users.
What’s more, each topic covers a set of FAQs specific to that topic. The answers include step-by-step instructions and screen recording GIFs to convey information in multiple formats.
Acquisio is an ad campaign management tool with a simple FAQ page. The page lists some of the most common product-related questions aimed at convincing potential customers to convert. Each question includes a brief answer in a drop-down format. This is one of the most straightforward ways to design an FAQ page.
Pendo is a digital adoption solution with a minimal FAQ page. The page lists five main categories for users to find answers to their questions. It also features dedicated sections on completing the product setup and troubleshooting any issues. You can also pick up some best practices for using the platform.
You'll find further categorization and questions listed under each subtopic within the five main categories. Every answer page displays a table of content on the left to help users jump to other answers quickly.
Zapier is a productivity tool with a great FAQ page to inspire businesses like yours. The home page of the FAQ section only shows a search bar and five categories. Within each category, you’ll find several sub-topics and questions.
Every question includes an easily scannable answer with a table of content and overall FAQ page structure to navigate to other resources.
Wave is an accounting software with a simple yet in-depth FAQ page. The page lists only 13 main questions. However, each question dives deeper into the tool's functionality to help users learn more about different features. You can also search a relevant keyword to find more information about their query instantly.
5 best practices to design a winning FAQ section 1000
Now that we’ve shared our top FAQ examples and a template, let’s break down five best practices to create a flawless FAQ page for your customers.
Source the most common customer questions
The goal of your FAQ page is to meet your customers where they are. It should give them the confidence that you understand their problems and know their concerns. The best way to do this is by listening to your customers.
Here are a few tricks to get a pulse of your users and find questions that trouble them:
- Use customer data: Go through support tickets and user queries on your customer support software to collect repetitive questions. Do this across different communication channels to get a sense of the most common queries coming your way.
- Lean on Google Search Console: Jump to GSC and look for relevant phrases or words with the most clicks. You can filter the results using what, how, will, can and similar modifiers. This will give you a list of questions your target users are searching for.
- Check People Also Ask: Run searches for the most relevant keywords and check the People Also Ask section to find out what users are looking for on search engines. Repeat this process for every high-intent keyword to make a long list.
- Research on forums: Jump to review platforms and community forums like G2, Quora and Slack groups to identify your users' common concerns or challenges. You can explain these questions on your FAQ page.
The first step is always about making a list of questions to prepare the groundwork for your FAQ page.
Define categories to organize your page
Once you’ve curated a list of questions your target users commonly ask, it’s time to bring some order to the chaos and outline the categories for your FAQ page.
When a user lands on your FAQ section, they expect quick information without the need to dig into the trenches. This is where categorizing your questions can help big time. It simplifies navigation and lets users instantly jump to a category most relevant to their query and find the answer.
For example, if a Spotify user wants some refund information, they'll most likely click on the "Payment Help" category. See how easy that was?
When deciding categories, follow the same goal: make it easy for customers to discover the information they need. Pick obvious category names that convey what each section is about. You can get more specific with the questions you include in each section.
Format your answers for readability
Creating an FAQ page isn't just about putting together a list of commonly asked questions. It's more about the ease with which users can find the answers. One aspect that significantly impacts your FAQ page's success is your content's readability.
Let’s face it; nobody has the time or willingness to read heaps of text and lengthy answers to solve a problem. Everyone expects a quick, easy fix. So, the easier it is for users to consume and understand your FAQ content, the better customer experience they’ll have.
Make sure your answers are optimized for readability and effortless consumption with these tips:
- Break down the text: Divide your answers into short paragraphs and bullet points to improve scannability. Let users grasp all the information quickly with short, spaced-out answers.
- Format it well: Use your formatting options to highlight crucial details. Bold important phrases, add call-out texts and include quotes to make some points stand out. This will help users understand the context quickly and solve their queries.
- Add visuals: While some users prefer textual answers, others are visual learners and want to get the information in a graphic format. Use a combination of text and visual content to make your FAQs well-suited for all types of users.
- Use the right tool: Like all other factors, how you present your FAQs also makes a big difference for users. A documentation tool like Scribe can give your FAQ page a unique interface and boost readability. It’s easy to create and read a Scribe — so it’s a win-win for your teams and users!
Optimize your FAQ page for search engines
While working on your answers, tilt your focus to SEO and optimize the content for search engines. Follow these steps to learn how you can hit the sweet spot between your users' expectations and search engine algorithms:
- Perform thorough keyword research to identify high-volume and high-intent keywords your users are searching for.
- Create a neat structure using the topic cluster model to help search engines crawl your content easily.
- Write skimmable content using proper formatting and subheadings to enhance readability.
- Add internal links to relevant articles and create more link juice for your pages.
- Look for technical SEO aspects like site speed, responsive design, outdated content and broken links to ensure you secure high rankings.
Internal linking is the most critical aspect of the optimization process. Instead of making your FAQ page a standalone site/section, use it to funnel more readers toward conversion. Strategically place internal links to your product pages and nudge interested users toward the final stage of the buying process.
Make a plan for expanding your FAQ page
Your job isn’t over with rolling out the FAQ page. To keep it functional over the long run and deliver maximum value, you need a plan for expanding the page and adding more questions to the bank.
Transform your FAQ page into a living and evolving platform with continuous upgrades and additions. Constantly survey your customers, identify the scope for increasing the questions and revise any answers with poor feedback. Improve these questions based on users’ expectations.
You can also use analytics to guide your update process. Check your most visited pages and include more internal links to capitalize on the traffic flowing into these pages.
Design a stellar FAQ page today
An FAQ page is an essential part of the customer experience for any business. It educates existing users to navigate your product correctly and convinces potential customers to buy from you.
The key to building a failproof FAQ page lies in its ease of use—how effortlessly can users find relevant information and troubleshoot issues? Once you've tackled that core target, multiple other factors, like readability, internal linking, upgrades and feedback, come into play.
With the actionable steps, FAQ examples and a Scribe template listed in this article, you’re all set to build your FAQ page.
Try Scribe for free and level up your documentation efforts today!