Do you have
an FAQs page?
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When you’re online, do you find yourself impatient and eager for things to happen quickly? Whether you want to find out something or are buying a product or service, you’re not alone. Engaging online means we expect our problems to be solved quickly and when we can’t easily find the solution, we know that the time has come to employ different tactics.
Avoid the helpline approach
This could be a session of urgent Googling or ringing a helpline where we could find ourselves caller number 199 in a never-ending automated queue. But there is another way. A simple idea to keep your customers on your website longer and answer their questions without the need for a helpline or additional people to staff it.
We’re talking about a frequently asked questions (FAQs) page. An FAQ page can help you to understand and serve your audience better, it’s also a great way to tell customers what you want them to know about your products and services. By providing answers to the type of questions your clients might ask about your product, service, ordering, delivery, timings etc., not only saves time and money, but it can also:
We want to be open and honest because transparency is important to us. This way they know what to expect from our relationship and who’s responsible for what and when.
Transparency
At Pixooma, we’ve incorporated FAQs into each of our services pages. It's easy to assume that our prospects know all about how we operate and what the process is, what’s expected from them, what’s included etc., but that isn’t the case. According to Chris Billington Hughes from Profitable Marketing, FAQs make the ‘Invisible visible’ which is what we want to do. We want to be open and honest because transparency is important to us. So, telling our clients everything is essential. This way they know what to expect from our relationship and who’s responsible for what and when.
As well as our FAQs, we also have additional information in our client portal as well. In both cases the information has come out of our 8 years in business where we have collated the questions people have asked, we’ve also included some of the results of our regular survey which goes out to all our contacts. Feel free to take part - we'd love your input.
FAQ tips
So, if we’ve persuaded you about the value of an FAQs page, then we recommend that you don’t do the task lightly. Even the page has got to look and feel right. That’s why we suggest that you do the following as a minimum.
If you like these tips we can send future ones straight to your inbox…