The Power of Your FAQ Page

March 1st 2011       Sally Ormond       copywriter, copywriting tips, FAQ page, Website copywriting


The FAQ page is a must for most websites.

To give your customers all the information they need about your company, products and services would be impossible without one.

Can you imagine how long each page would be if you were to cover every possible question that your customers had?

That’s why the humble FAQ page exists.

Through this one page you can convey information to your readers quickly. Most websites include one because:

  • They give an extra level of support for your customers
  • They save you time by posting answers to questions your customers would be phoning or email you constantly about
  • They show you care because you are providing your customers with as much assistance as possible

To be effective you must make sure the questions and answers cover topics people actually want to know about.

How do you do that?

Easy – just look back through your email correspondence with customers and pull out all the questions that crop up time and again.

That’s all well and good, but how do you make sure you or your copywriter write a good FAQ page?

6 ways to write a winning FAQ page

1. Forget the fuss

Your FAQ page exists just to provide information and not sell. Its content should be clear and informative, well written and easy to follow so there’s no ambiguity.

2. Simplicity is key

Providing an FAQ page and then making it difficult to find answers is counter-productive. Make it easy for your user by categorising your Q and As.

3. Information overload

The number of questions and answers you have will depend on your business.

If you have ten or more questions, gather all the questions together at the top of your page and link each one to their answer. This will make it easier for your reader to scan the list of questions, find the one relevant to them, click on the link and be taken to the answer.

One tip though, if you do list your questions and link them to the answers, make sure you provide a ‘return to top’ link at the end of each answer so they can easily return to the top of the page.

4. Start with the easy stuff

Always start with the simplest and most often asked questions with the more complex questions further down the list.

5. You’re not writing a novel

Keep your answers short and to the point.

6. Be available

With the best will in the world you’re unlikely to answer all the questions your reader has.

One thing that really bugs me are websites without any contact details. Like many people, if I find a site that makes it virtually impossible to get in touch with the company I’ll hit the back browser and find someone else.

If you are a genuine company why isn’t your address, phone number, email address clearly marked on your website? Make sure you provide a link to your contact page from the FAQ page in case someone has a question that’s not listed.

The FAQ page really is important and shouldn’t be thrown together as an after thought because it’s like an extended customer service portal.

Also, just think of how many emails and phone calls you won’t have to field because your customers can find the answers to their questions for themselves.

Tags: copywriter, copywriting tips, FAQ page, Website copywriting
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Comments (1)

Grant Probate 7 years ago.

Aside from the ASA rules, I find it startling the number of websites that fail to provide contact details - was not the point of the website provision of a channel of communication? Useful post - it's all common sense, but we could do with a reminder from time to time.