When you’re setting up an eCommerce store, the chances are it’s your pride and joy, and you know your history, your products, and your policies like the back of your hand. However, when it comes to creating your website, you need to remember that your customers don’t know the ins and outs of your business like you do.
In short, an informative Frequently Asked Questions page is imperative to your eCommerce store.
But when it comes to creating this important page, you might be at a loss as what to include. At CreativeMinds, we’re here to help with practical advice for managing your eCommerce website. Let this blog serve as your guide for what to include on your eCommerce FAQ page.
Why is an FAQ Important?
An FAQ is important for a variety of reasons:
Including an FAQ on your website is a time saver for both you and your customers.
Your customers don’t need to waste time getting in touch with you to ask arbitrary questions, and you and your staff don’t need to waste time answering the same thing over and ever again.
This means your customers will be able to make a purchasing decision much faster – a win for both sides of the deal!
Improves Customer Experience
When browsing for products online, no-one wants to be searching endlessly for the answer to basic questions. Not finding the answer to a basic burning question can be frustrating, and it’s likely to turn consumers away from your site.
For example, one of the biggest reasons for cart abandonment is unexpected fees during the checkout process. Being transparent about your pricing policies and shipping fees on your FAQ, you can help to combat that issue.
So, all in all, by creating an FAQ, you simplify the process for your potential customers, and they’ll be much happier for it – which increases your chances of making a sale.
Increases Your Visibility
Updating your FAQ’s every once in a while also keeps your content fresh, which search engines love.
What to Include in Your FAQ
Now it’s time to get down to the nitty gritty, what exactly should you include in your FAQ?
1. Returns, Refunds, and Exchanges Policy
Sales don’t always go perfectly for everyone involved, and customers like reassurance that if the product isn’t what they expected they’ll be able to make a return for an exchange or a refund.
Make sure you’re transparent about all aspects of your returns, refunds, and exchanges policies as any hidden rules and restrictions are likely lead to frustration and dissatisfied customers.
2. Shipping Information
Shipping information is perhaps one of the most important sections for your eCommerce FAQ.
Questions pertaining to shipping should include:
- Whether you ship internationally
- The costs for domestic and international delivery
- Estimated delivery times for domestic and international orders
- Whether there are any restrictions on when and where you can ship
3. Promo / Discount Code Info
Every eCommerce store is different, so it’s likely that the layout of your site and your checkout process will be different to other sites selling the same products.
This can sometimes lead to confusion for customers, as it’s not always clear when and where discount and promo codes should be entered. By clearly explaining where codes should be entered, you’ll be more likely to avoid frustration and make a (discounted) sale.
4. Contact Details
In the event that your FAQ doesn’t answer the question your customer has, it’s a good idea to signpost them to a way they can reach out and ask you their burning question.
Including an email address can be sufficient, but you should also consider including a business phone number. Or, alternatively, you could link to your social media channels if customers can contact you there.
5. Unique Selling Points
Do you donate a portion of your profit to charity? Are your products made from recycled materials? Do your customers get automatically entered into a competition?
If your business has something that makes it stand out from the crowd, your FAQ is a good place to any questions relating to this. Not only does it remind customers of your unique mission, it makes your policies transparent.
Tips for Writing Your FAQ
If you’re not a writer by trade, crafting your FAQ page might seem tricky. Keep these points in mind when you sit down to write your FAQ:
1. Name Your Page FAQ
This might seem obvious, but you’d be surprised how many businesses overcomplicate things by naming their FAQ something other than Frequently Asked Questions. Or, even worse, lump their FAQs under their ‘Contact Info’ or ‘About’ pages.
Avoid these as they’re likely to lead to confusion or mean that your customers miss your FAQ entirely. This could turn them away from your website and into the lap of your competitors.
2. Write in First Person
You need to write your questions from the perspective of your customer and answer them for your perspective.
Sticking to first person can reduce confusion for the customer and makes most sense in the question and answer format that you’ll be using.
3. Keep Answers Short and Sweet
When customers come to your FAQ, they’re not looking to read an essay – they want a concise, helpful answer to their question that will help them make a purchasing decision. Make sure you actually answer the question and keep your answer as short as possible.
4. Avoid Jargon
To reiterate what we said at the beginning on this blog – your customers don’t know your business like you do. They may be totally new to the product/service that you have to offer. That means you should avoid using jargon or specialist language in your FAQ. You need to write like your customers talk.
A Smart Way to Display Your FAQ
Every eCommerce store needs an FAQ, so if you don’t have one or you’re looking to revamp your current Frequently Asked Questions Page CreativeMinds’ FAQ tools for Magento and WordPress are great solutions.
Magento eCommerce FAQ Page
For Magento users there’s the Fancy FAQ extension. This allows you to create a sleek, fully customized FAQ page for your webstore.
You can easily manage the page from the Magento admin panel.
WordPress eCommerce FAQ Page
If you host your eCommerce store using WordPress, CreativeMinds offers another FAQ plugin that’s straightforward to use and enhances the shopping experience for your customers. You can assign questions to categories, making for a highly organised FAQ page, and change the design to seamlessly fit your eCommerce store – what more could you want?
For more helpful, time saving extensions and plugins for Magento and WordPress, check out the CreativeMinds website.