How to create brilliant FAQ pages in eight steps - with examples and templates (2024)

FAQ (Frequently Asked Questions) pages are an essential part of any website or business that seeks to provide exceptional customer support. If your designer knows how to create FAQ pages effectively, then you’re safe – they can improve the user experience, reduce support requests, and even drive conversions.

However, creating an outstanding FAQ page can be a challenge, as it requires careful planning and execution. In this article, we will guide you through the process of creating brilliant FAQ pages that are user-friendly, informative, and engaging. We’ll also provide examples and templates that you can use as a starting point to creating your FAQ page.

So, whether you’re aware of how to create FAQ pages or it’s your first time doing it, this article will give you the tools you need to create a brilliant FAQ page that your customers will love.

The benefits of FAQ pages for self-service

Here are some of the benefits of knowing how to create FAQ pages for client self-service:

• Well-constructed FAQ pages improve your website’s search engine rankings by providing search engines with more content to index. When searching for a question related to your business or product, users will more likely find your website.
• FAQ pages allow users to help themselves by providing answers to common questions without having to contact customer support. This can save time and effort for both the customer and the business.
• By providing clear and concise answers to frequently asked questions, FAQ pages can help customers quickly find the information they need, leading to a more positive experience with your brand.
• When customers can find the answers they need on your FAQ page, they are less likely to contact customer support with the same question, reducing the workload for your support team.

How to create FAQ pages that stand out

Creating a great FAQ page requires careful consideration of both content and design. Here are some tips on how to create FAQ pages that will your customers in awe:

1. Identify the most common customer questions

Here are some methods you can use to research and implement excellent FAQs:

• Keyword research: Use tools like Google Keyword Planner, Ahrefs, SEMrush, or another rank tracker to identify keywords related to your product or service that people search for using question phrases, such as “how to” or “what is.”
• Analyzing product usage: Look at how customers use your product or service and identify common pain points or areas where they may need clarification.
• Looking into ticket data: Look for patterns or trends in the questions raised or in the issues that customers are facing. By looking at other sources, you’ll be able to identify areas where your FAQ page can be most useful.

2. Structure your pages clearly

When creating an FAQ page, it’s important to organize it in a clear and organized way to make it easy for customers to find the information they need. Here are some tips to help you structure your FAQ page effectively:

• Use clear, descriptive headings to organize your questions into categories. This will make it easier for customers to scan the page and find the information they need quickly.
• If you have multiple questions under one heading, consider using subheadings to further organize the information.
• For questions that have multiple parts or steps, use lists to break down the information into easy-to-follow steps.
• If you have a lot of questions on your FAQ page, consider using accordion menus to hide and show answers. Customers will find this less overwhelming and more helpful for finding the information they need.
• Try to keep your answers concise and to the point, leaving out unnecessary details.

This FAQ page from Fiverr uses a clear and consistent structure throughout its content. It is organized into categories, and each category has its own heading and subheadings. Overall, the page is easy to navigate, which helps customers find the information they need quickly and efficiently.

3. Display the most important FAQs first

Identify the most important and most common questions that clients search for, and display them at the top of the page or in a clearly visible place. Here is how you can achieve that:

• Use data from customer interactions, such as chat logs, email inquiries, and phone calls, to identify the most frequently asked questions and the most pressing concerns of your customers.
• Use tools like Google’s Keyword Planner or SEMrush to identify the most popular keywords that clients use when searching for information related to your product or service.
• Include a search bar on your FAQ page so that customers can search for specific questions or keywords that are not highlighted on the page. This can help reduce the need for customers to contact customer support.

Suppose you’re creating an FAQ page for an e-commerce clothing website. You could have a section called “Shipping” with questions like “How long will it take to receive my order?” and “How can I track my order?” Another one could be called “Returns” with questions like “How do I initiate a return?” and “What is your return policy?”

Finally, you could have a section called “Sizing” that includes questions like “How do I find my size?” and “What is your size chart?” By displaying the most important FAQs first, you make it easier for customers to easily find the information they need and reduce the likelihood that they will contact customer support.

4. Interlink with other relevant pages

Interlinking with other relevant pages on your website is a great way to improve the user experience and keep visitors engaged with your content. Here are some tips on how to create FAQ pages effectively using interlinks:

• Focus on the pages that are closely related to the content on your FAQ page and are relevant to your business. For example, if you have an FAQ page about your product, you could interlink to your product pages, tutorials, or case studies.
• Use descriptive anchor text for your interlinks. Anchor text should provide users with a clear understanding of what they can expect to find on the linked page. For example, instead of using “Click here,” use “Learn more about our products”.
• Use relevant keywords in the anchor text, ensure that the linked page contains high-quality content, and avoid too many interlinks on a page.
• In addition to linking to relevant internal pages, you can also link to external pages that provide additional information or resources. For example, you could link to relevant blog posts or industry reports related to the information on your FAQ page.
• Use a variety of interlinking methods, such as text links, image links, and navigation menus in order to provide users with multiple ways to navigate to other relevant pages.

Shopify uses a navigation menu at the top of the page to provide users with multiple ways to navigate to other relevant pages. The navigation menu includes links to pages like “Pricing,” “Features,” and “Blog.”

In addition, Shopify also uses text links within the FAQ content to interlink to other relevant pages. For example, within the question “What is Shopify?” they include a text link to their “Features” page.

5. Give clear, step-by-step answers

Here are some actionable tips on how to give step-by-step answers that are easy to follow and understand:

• Use headings, subheadings, and formatting to break up large blocks of text, making it easier to skim through. You can also use images, screenshots, and videos to illustrate your answers and provide additional context.
• Visual aids, such as images and videos, can be used to supplement your answers and provide additional context. This is especially useful for questions that require a visual demonstration or for instructions that involve numerous steps.
• Always test your answers with a small group of users to ensure that they are clear and easy to follow. This can help you identify any areas that need improvement and make your FAQ page more effective.

6. Keep your FAQ pages up-to-date

• Review and update your FAQ page to ensure that it reflects the latest features, functionality, and policies.
• Establish a schedule for reviewing and updating your FAQ page and monitor customer feedback, support requests, and social media mentions to identify any new or recurring issues that should be added to your page.

7. Monitor your FAQ page’s performance

• Use analytics to track the number of views, bounce rates, and time on page for each FAQ. This will help you identify which questions are the most popular and which are not being used.
• Use this information to optimize your page and improve the user experience. You can also use A/B testing or user feedback surveys to test different versions of your FAQ page and identify areas for improvement.

8. Publish FAQ pages in the right places

There are different ways to publish FAQ pages, and each approach can be useful in different contexts. Here’s a brief overview of where to place your FAQ section:

• At the end of a landing page – this can be helpful in addressing any concerns that customers might have before they decide to convert. This approach works well for products or services where the main value proposition is easy to understand.
• A standalone FAQ page – this can be useful for products or services with many FAQs impossible to organize into categories. It works well if users are likely to have a wide range of questions and need to quickly find answers to a variety of topics.
• Inside the app or website – this can be useful for products or services that require users to complete certain actions. You can reduce the number of support requests by providing users with the information they need in the right context.
• In customer support emails – this can be a helpful way to provide users with answers to frequently asked questions without requiring them to contact customer support directly.

Last but not least, you can choose to create a comprehensive knowledge base to help users find the answers they need. These can be organized by topic or function and often include search functions to help clients find things quickly. Knowledge bases are useful for complex products or services where there are many features and use cases.

Three examples of great FAQ pages

1. The TextMagic FAQ page

This is an excellent resource for customers who want to learn more about the platform’s features and capabilities. The questions are well organized and grouped by categories, such as Getting Started, Billing, SMS Messaging, and Voice Calls. This makes it easy for customers to find the information they need quickly.

The page includes detailed and informative answers to common questions like “How do I send an SMS message?” and “How do I set up two-factor authentication?” Additionally, the answers are written in clear and easy-to-understand language, so customers don’t need to have technical knowledge to benefit from the page.

The site includes helpful visuals and screenshots to illustrate certain concepts. For example, the steps to follow when setting up two-factor authentication. This feature is particularly useful for customers who are visual learners and prefer to see examples rather than just reading instructions.

2. Zoom’s FAQ page

This is another great resource for customers. The questions are grouped into categories, such as “Getting Started,” “Meetings and Webinars,” and “Account Management.” Each question includes a clear answer and there are links to more in-depth resources. The page also includes a search function to help customers quickly find what they need.

3. Dropbox’s FAQ page

This page is simple and clearly structured. The questions are organized into logical categories, and the answers are concise and provide helpful details. Step-by-step instructions or links to relevant articles are present. The page also includes helpful multimedia elements, such as videos and screenshots, to provide additional clarity.

Another notable aspect of Dropbox’s FAQ page is the prominent search bar at the top of the page. This feature allows users to quickly search for specific topics or keywords, further enhancing the page’s usability and convenience.

Get started with our FAQ page template

We have compiled some FAQ templates based on the most common questions in the Google search bar. They will help you get started with how to create FAQ pages to suit your industry.

FAQ page template for a SaaS business

Most FAQ questions for SaaS businesses revolve around the product, subscription plans, and pricing. Different questions should appear on relevant pages or software screens to respond to customer questions directly. Here are a few question ideas that we have encountered in our SaaS business:

FAQ page template for an e-commerce business

Ecommerce businesses with excellent self-serve options also feature more extensive FAQs. Most questions are related to delivery & shipping, returns policy, and orders. Answering the right questions with your Ecommerce FAQ pages will reduce the number of tickets customers send for common problems.

FAQ best practices

• Keep the questions and answers simple and easy to understand.
• Group questions into relevant categories to make it easier for customers to find what they’re looking for.
• Include links to additional resources where necessary.
• Use clear and concise language.
• Use visuals and examples to help illustrate complex concepts.
• Make sure the FAQ page is easy to navigate, with a search function and clear headings.
• Regularly update the FAQ page to ensure that it stays relevant and up-to-date with any changes to your product or service.

Start creating effective FAQ pages today

Creating an engaging FAQ page is a critical component of any website or online platform. It helps provide users with valuable information, reduces the workload of customer service teams, and improves the overall user experience.

You too can create an FAQ page that is both informative and engaging. How? By organizing questions logically, providing clear and concise answers, and using multimedia elements to enhance engagement.

Additionally, the templates and examples provided can serve as a starting point for designing a customized FAQ page that meets the unique needs of your website or platform. A well-crafted FAQ page can ultimately drive conversions, improve customer satisfaction, and establish your brand as a reliable source of information.