The FAQ is one of the “traditional” pages most websites contain.
You certainly have one too, but are you sure that it is really useful to your visitors and that it indirectly brings new customers to you?
What are the frequently asked questions on a site?
FAQ is an abbreviation of FAQ in English. It is usually translated in France as: “Frequently Asked Questions”. Simply put, we are talking about a support set up for the information of customers, prospects or visitors. This page brings together frequently asked questions by internet users along with their answers.
On a website, the purpose of frequently asked questions is to anticipate requests and questions from Internet users and provide “formulated” answers. The main purpose of this type of tool is to limit the workload of communications or sales departments. We frequently receive business information and responses to technical requests. This is an important support for telephone or email after-sales service, for example.
Different ways to access FAQs on a site
Here are 3 ways to use the FAQ:
promote products
FAQs can be used to promote products or services. The site’s mode of operation is then to direct prospects towards advertising objectives. Internet users, customers or not, come looking for an answer to a question.
In the response given to them, there comes a moment when they are redirected to “commercial and advertising” offers aimed at selling the product or service.
for seo
Frequently asked questions are a good way to position yourself on requests made at the search engine level. It is a way to improve its natural context. For example, if a person is looking for a technical answer on a product or the mode of operation of an action, he will request it on the search engine.
If you have calibrated the FAQs related to this request, your page will be presented and definitely viewed by the requester. Hence this is an additional opportunity to develop your visibility and credibility in the relevant field.
Build loyalty and gain visitors’ trust
An FAQ can also help build customer loyalty and build trust with visitors. If the offered content is unprofessional, of high quality and is likely to provide relevant and professional answers to visitors, it strengthens the image of the site and the trust of Internet users in your brand or store.
How do search engines see FAQs?
For search engine robots, the frequently asked question is content. They also use it to better understand what your website has to offer. The ingredients are the robot’s food. They need a lot of information to find and enrich their index.
Frequently asked questions pages are also used by search engines to return results on less frequent queries called “long tails”. To be more precise, long tail in SEO corresponds to the use of at least 3 keywords in a search engine. This makes it possible to limit competition and target responses.
Why is it good to create a FAQ?
We’ve seen ways to use it, but here are a few reasons why it’s a good idea to create a FAQ:
show your expertise on a topic
When you have the ability to use or answer technical questions about your products, it sends back a good image of you. By highlighting your knowledge, and demonstrating pedagogy, you show that you are an expert in the subject. If you demonstrate your willingness to provide relevant and serious answers, you will help build the trust of your visitors.
When you are able to answer on a topic, it reassures the customer or prospect. Under these circumstances, you will develop the trust that visitors will have in you.
If you are successful in establishing trust, you will be able to grow your sales, as people are more likely to purchase from someone they trust.
Identify topics that annoy your visitors
To create your FAQ, you need to ask yourself what might be bothering your visitors. If it takes time, it’s also an interesting source of progress. It is a way of questioning yourself, of tackling topics that you may not have questioned yourself.
Gain visibility and therefore traffic to your site
It’s very common when you ask yourself a question and look on search engines if you can’t find an answer! This is why creating FAQs can drive traffic to your website.
In fact, if someone finds an answer to their question in your FAQ, they will naturally be redirected to your site. Mechanically, a person looking for answers on your FAQ page may be tempted to visit your site further. This is the reason why the frequently asked questions have the potential of SEO.
Voice request on search engine
The future of the Internet is also at stake because of the way people conduct their research and especially the way they prepare their research.
We are using voice commands more and more and that term is changing. The longer the request, the more precise.
For example :
Apple cake in the search bar is changed to oral: “Ok Google, give me a recipe for apple cake”
To add complexity, voice assistants will instead read: “Best answer…” Therefore, it is important to provide relevant and customized answers to potential questions from Internet users. This is the best way to adapt to the changing demands and especially the demand of voice.
What should be in your FAQ?
Take stock with this checklist of the 6 key ingredients of a successful FAQ page.
1. Answer the most frequently asked questions
If the abbreviation FAQ is translated into French by the expression “Four aux question”, it originally means FAQ (literally: “frequently asked questions”).
Warning: The word “frequently” is not to be taken lightly: you should (really) answer the most common questions among your customers and prospects.
To address these questions, pay attention to what your customers tell you, by:
- E-mail,
- cat,
- Or even on social networks.
To do this, get information from members of your team who regularly interact with customers (sales reps, account managers, etc.).
read also :How to Create a FAQ Page?
2. Answer Inconvenient Questions
Why :
- “Your service is so expensive? »,
- “Have you stopped selling my favorite product? ,
- “Isn’t a refund possible? »
This type of question may sound familiar to you… and for good reason, it may be that a large proportion of your customers ask “inconvenient” questions, questions that are completely discounted from the FAQ. go.
To pretend that these requests don’t exist is to say that you don’t care about your customers. Plus, if you don’t answer it yourself, someone else will take care of it for you – especially on social networks – and the answer will certainly not be kind…
So answer the “hard” questions honestly, while trying to turn them into positive ones.
3. Answer with clarity and simplicity
Your customers are not experts in your field (no matter what). You are the expert they turn to.
This means that they will sometimes ask you technical questions that you have to answer by omitting the jargon: make sure you understand everything.
Maintain a “conversational” tone in your frequently asked questions: If you are asked a question in simple words, do not answer with complex expressions and libations.
did you know Professional freelance writers can help you write your FAQ by providing quality and SEO-optimized text for better results in search engines.
To do so, place an order for texts from Redacteur.com or request an online bid by one of our account managers.
4. Always Think About “Conversion”
A potential person considering your FAQ is probably in the middle of hesitation: he’s considering calling you but hasn’t decided yet and he’s probably studying competing offers. .
The FAQ is an opportunity to encourage him to take the next step.
Integrate links to your products or strategic pages of your site when relevant – to be customized according to the question asked – or invite the visitor to contact you if he can’t find the information he needs.
Don’t hesitate to integrate the name-worthy call to action, as Shopify does by offering a free trial.
read also :tutorial: How To Use FAQ Markup To Boost Your SEO?
5. Easily Available Frequently Asked Questions
Last, but not least: Your FAQ should be easily searchable and accessible to your site visitors.
Make sure your homepage has a prominent link to the FAQ. The latter can also be an integral part of your homepage or your about page (it doesn’t have to be a page in itself).
The FAQ should also be easy to navigate:
- If it has a lot of questions, then these should be sorted by categories,
- Within each category, questions should be ranked from most basic to most specific,
- A search bar is also welcome if the FAQ is complete.
Think about it! Your FAQ can be organized as a group of articles in the following way:
- For example a general summary linked in a menu or footer,
- Thematic titles group questions together on the same topic,
- Dedicated page for each of these questions.
Also read: How to add FAQ on WordPress?
6. Track the performance of your FAQs
Now that you have all the necessary elements for a successful FAQ, also consider that it is important to follow through with the development of the modifications made:
- Emails received from users of your site,
- The traffic it receives or the most visited pages.
In fact, continually analyze the frequently asked questions your customer service receives. You will then be able to adjust some of the answers to your FAQ or add some.
Also, for each page of your FAQ, analyze the relevant keywords that brought your content to Google search results. You will be able to identify words that your content does not address to make it even better.
Use Google Search Console: A free service from Google that allows you to check whether your site, blog, FAQ, etc., is indexed by Google to optimize its context.
read also 6 Tips to Improve Your Website’s ROI
our tip
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