One of the most important pages of a website or eCommerce is the one dedicated to FAQ (Frequently Asked Questions).
This is a key tool for any business because it provides immediate answers to users while optimizing your agents' time; it also allows you to intercept potential customers and increase sales.
We have collected useful suggestions and thoughts to organize the FAQ page, read on to learn more.
The FAQ page enhances the navigation of your online store and accompanies each user's journey, becoming the reference for those who want to discover your products and services or solve a problem.
Here are some reasons why it is critical to have an FAQ page if you have a website, App or eCommerce:
To structure good FAQs, the dedicated Customer Service team is a valuable resource because they listen, collect, and resolve new requests every day, even those that seem obvious to you.
Users interact with companies as they do with their friends, which is why we urge you not to exclude social among your support channels. It's important to know what your users are asking for in directs on Instagram, as well as on WhatsApp Business or to your switchboard.
This is an opportunity to also understand which channels they prefer to interact with your business. Maybe you've never considered them because you were afraid to manage more than one, but we want to show you that it's possible and even easier.
Knowing these aspects will help you enrich the information over time, you just have to learn to listen, that's the secret!"
Compare is important, take a look at competitor sites to make your services and proposition even more complete, also don't underestimate theAutosuggest function of Google. By typing a question about your business or industry into the search bar you'll see the most frequently asked questions, these can be a great way to continue to enrich the FAQ. Have you ever thought of that?"
The FAQ can supplement information that is already on your site, app, or eCommerce.
Write helpful and concise answers. Start with a "yes" or "no" to maximize time, organizing content schematically, aiming for usefulness. No one wants to waste time, not even your users.
Write two or three paragraphs for each response, attach photos if it can make it easier or faster to share information. If you need more spacededicate a post on your blog to the topic, including the link to the full resource, or record a video for those looking for more in-depth information.
The FAQ session, depending on the sites usually finds space in the footer or navigation menu. We recommend that you make it highly visible if you want to improve visits and offer specific information to your users.
Use the FAQ to help navigate your site. The addition of links within answers is critical to keep users reading similar, in-depth, beyond-useful content. They can also link back, if they are relevant, to specific products in your eCommerce. In fact, FAQs are useful in building sales funnels.
Add in the text of responses, without forcing, also some calls to action (CTA) to increase engagement and offer additional support, if needed.
By leveraging workflows and automations you can route requests to specific teams (orders, administration, claims etc).
Don't create static FAQs, simply in accordion, because they take a long time to consult. Think about people accessing your site from mobile devices. Do you know how many scrolls they have to do before they find what they're looking for?
Take advantage of categories, the search bar and artificial intelligence to recommend resources that help solve similar problems and make your suggestions more comprehensive.
You can activate a answer bot connected to the resources posted in your FAQs to suggest relevant articles for reference, while on the dedicated page you can highlight recently posted articles or similar ones according to categories.
Do you want to build eCommerce FAQs and in general for your site or App effectively? Then don't forget these aspects as well:
Once you have shared your content remember to monitor all the data collected:
To make your online content more professional and functional anticipate doubts, needs and requirements with a rich and highly visible FAQ section, offer users more communication channels to solicit new interactions, improve timeliness of responses, personalize messages.
You can handle all these tasks manually, as you are probably already doing, or get support from a platform to simplify all this work like an omnichannel help desk.
Zendesk, for example, was born out of acustomer-centric view of business. It started from this need and built the functionality it provides. It knows well the challenges of realities that want to be competitive and also how demanding users can be. That's why it also provides the ability to manage and organize FAQs, quickly monitor the most visited and commented on articles, with the ability for users to open a ticket at any time.
In addition to FAQs, with the same tool you can insert answer bots that thanks to automatisms and artificial intelligence suggest relevant answers already published among your FAQs.
Customers who visit your site then can browse the FAQs, access the answer bot when the offices are closed, or query support agents throughlive chat if they need it or through traditional channels. It's up to you to decide!
Don't forget that you can also provide internal FAQs for customer service agents to more easily share updates or work protocols to various departments.
Relying on an omnichannel help desk is important because it is reliable, versatile and scalable, it can improve from the get-go your internal processes and support you in relevant, personalized and timely from a single platform.
They are all available to you.
Whether you provide telephone switchboard, contact form, live chat, email or social media, thanks to Zendesk you can avoid opening a thousand windows on your browser every time or let the Instagram team not know what is happening in the support team related to WhatsApp Business.
You know what that means? That you can avoid answering duplicate questions, you can route inquiries to the most knowledgeable teams, always know who is doing what, for example how many tickets are still outstanding, whether the person you are interacting with is a customer or a new user.
This sounds revolutionary, but it's faster and easier than a click. Zendesk works not for you, but with you!
Offers different opportunities, depending on your organization's needs, to ensure the best customer service:
You can activate these modules separately or through the Zendesk Suite bundle.