November 3, 2014 / Melissa Faudree

How many emails or phone calls do you receive from customers about a problem? If you receive a high number of questions from customers, you might consider adding a Frequently Asked Questions page to your website. FAQ pages give customers the opportunity to learn about your services. This is where their questions can be answered and they learn the facts. It can actually serve as a good sales and marketing tool. Customers like it because it doesn’t feel like someone is selling to them.

Perhaps you have many questions before you begin creating your FAQ page. What should you include in your FAQ page? What’s the best way to layout your page? Here are some suggestions for implementing a FAQ page.


If you don’t have a FAQ page, you should conduct research on your customers. Find out some of the most commonly asked questions by customers. What are some questions that your new customers will typically ask? If you aren’t the one that answers majority of these questions, be sure to have the staff that handles your customers begin keeping track. Never make up questions on your FAQ page, go to your customers directly. You want to make sure your FAQ page is customer focused and not based on what you think are the most commonly asked questions. You want customers to utilize the FAQ page.

It is important to keep your FAQ page short and well organized. If the page isn’t structured well, visitors are more likely to leave and could never return. The goal of the FAQ page is to help customers, not frustrate them even more than they already are. One way to stay organized is by dividing the page in paragraphs or sections/categories.

Visitors want information they can quickly scan to find what they need. They don’t want to take the time to read everything, only the relevant information. Your headlines should stand out from your answers. There are a variety of ways you can present a FAQ page. For some examples of different FAQ page layouts, take a look at SpyreStudios list.

Another important factor to consider is using the customer’s language. All too often, customers talk differently. When you are writing answers, make sure it resonates with your customers. You want your customers to be able to understand the answers.

Perhaps you have a large list of frequently asked questions. You could include a search within your FAQ page for customers to utilize. This will help customers from having to search through a long list of questions. A search makes things even faster and doesn’t require customers to scan headlines. Your FAQ page can also include links to other parts of your website. This is great for new or future customers because they can learn more about your services this way.

The location of your FAQ page should be visible on your website. It should be in a place where customers can easily find so they do not have to search for it. Avoid putting the FAQ page in the footer. Typically when customers are searching for a FAQ page, they have a question or problem and need to find answers quickly. So it is important that customers don’t have to click through a bunch of pages to get what they need. Consider putting the FAQ page in your main navigation.

Including examples (such as screenshots) with your answers can be helpful for customers when trying to explain how to do something. Visuals are a good way to describe and clarify something. From personal experience, those websites that included screenshots with explanations, made it easier to follow along to fix a problem.

FAQ pages are great because the customer gets the answers when they need them. They don’t have to wait on the phone or in line somewhere. The page can provide customers with answers on their time. FAQ pages also act as a marketing and sales tool for potential customers.

Do you have a FAQ page on your website?