Simply put, an FAQ page is a landing page. Still, there’s a twist, instead of mainly focusing on converting buyers, your Frequently Asked Questions section is focused on addressing common concerns or questions customers might have.
Keep things simple. This doesn’t mean you should give one-worded answers for your FAQ. Rather you should try to keep your FAQ page from seeming cluttered.A seamless and easy to navigate FAQ page assures customers that they can find what they need without going straight to chat.
As your company grows or as policies change, be sure to regularly update your FAQ page so that customers can keep informed. If you have outdated information on your website, this can lead to bad customer experience or loss in sales. This can also put your customer service representative in a bad space because now they might have to rectify the situation or go through with the old policies to keep the customer happy.
If your FAQ requires long detailed paragraphs or instructions, add a drop-down feature to hide the answer, so your eCommerce FAQ page isn’t overwhelmed with content. As a plus, include a useful prompt to ask if the information was useful and gather user feedback to improve the resource.
Cut down your customer’s search time by putting the most sought after questions at the very top. For example, most people search for “where is my order?” or want details on how fast they can get their order, so have “Shipping” as your first FAQ category. But this can be different for every eCommerce brand.