Use an FAQ page to Establish or Solidify your Reputation as a Thought Leader.
Have you ever had a simple question but didn’t know where to find the answers? Most people do a Google search for the information they need. This will probably get you to a website, but finding the information you need on the site may require hopping from page to page.
Don’t make the task so arduous for your audience and you will establish, or solidify, your reputation as a thought leader in your field. Place it where they can find it and make it helpful. A Frequently Asked Questions page is an ideal spot.
It may seem like a small thing, but people get frustrated when they can’t find what they are looking for on a website. And, because there are hundreds of them, maybe thousand’s, pertaining to the same subject, it is quite easy to click over to another site that could be more helpful. Your customers want the most direct route to the information they seek from you.
This is where the FAQ – Frequently Asked Questions – page comes in handy. Every website needs one that can preferably be accessed from a pull-down menu or a very visible working link on the home page. If you are in a niche with specialized terms that other business people may not be familiar with, such as internet marketing, this FAQ may take the form of a Frequently Used Terms.
But don’t stop at providing answers on your website. Another excellent place to include an FAQ section is on your Facebook Business Page. If someone is encountering your business for the first time on your social media page, an FAQ page will help people find the answers to the questions they ask the most. This is easy to set up in Facebook using the Notes App.
Setting Up Your FAQ Page
Take a poll of your customers. This could be done with a follow-up email sent after every purchase. What are the questions they often ask you? Pull this information together along with the answers. FAQ sections are not just for easy questions either, so don’t gloss over issues that may require more involved answers.
Word each question as if the customer was asking it of you. The answers can be posted below the questions. For additional information, include links to specific pages or sections of pages on your website. This not only provides what the customer is looking for but also gets them to visit your site to learn more.
As new issues come up, don’t hesitate to add more questions to this section. The questions don’t always have to be about problems that they have encountered. Think about what you would want to know about your company. Include questions that provide general information as well. Someone may want to know about your beginnings, ingredients in your products, community affiliations and the like.
When the answers can be found easily, you head off a lot of potential customer service issues.
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