FAQs about FAQs include: what should be included in a FAQ page? Our FAQ page guide has you covered!
When setting up an eCommerce store, it’s your pride and joy. You know your history, products, and policies like the back of your hand.
Your customers, on the other hand, don’t know the ins and outs like you do. That’s why an informative FAQ page is imperative for your eCommerce store.
But when it comes to creating a good FAQ page, you might be unsure about what to include. We’re here to help with practical advice on writing a website FAQ page. Here you’ll find tips for creating FAQs, how to write FAQs, and – most importantly – what should be included in an effective FAQ.
Here are the frequently asked questions about FAQs that we’ll be answering in this blog:
- What is an FAQ page?
- Why is an FAQ important?
- How to write FAQs
- What should be included in an FAQ page?
- 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
What is an FAQ Page?
An FAQ Page is a handy customer service feature that every eCommerce store should have. A good FAQ serves as a customer’s first port of call if they have a query about your products or services.
Your FAQ Page is not the only place a customer should be able to get their questions answered, but it is an important one. Which brings us nicely onto our next FAQ question…
Why is an FAQ Important
An FAQ is important for a variety of reasons:
Including an FAQ on your eCommerce store is a time saver. It saves time 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 repetitive question 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 having an FAQ page is 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. By 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 page, 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
Additional relevant content related to your brand and products means more information that Google and other search engines can index, thereby improving your SEO ranking.
Updating your FAQ frequently also keeps your content fresh, which search engines love.
How to Write FAQs
Knowing how to write FAQs is integral to the success of FAQ pages.
If you’re not a writer by trade, crafting your FAQ page might seem tricky. Keep these points in mind to create an effective FAQ page for your eCommerce Store:
1. Name Your Page “FAQ”
This might seem obvious, but you’d be surprised how many businesses overcomplicate things by naming their FAQ page something other than Frequently Asked Questions. Or, even worse, lumping 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 page 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. Answer them from 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 page, 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 of 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 on your FAQ page. Try to write like your customers would talk.
What Should Be Included in a FAQ?
So, now you know how to write FAQs, let’s move on to the most important part of any good FAQ guide – what exactly should be included in a FAQ?
1. Returns, Refunds, and Exchanges Policy
Purchases don’t always go to plan, and customers need 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. Hidden rules and restrictions are likely lead to frustration and dissatisfied customers – and dissatisfied customers don’t come back for more.
2. Shipping Information
Another important feature of any good FAQ is shipping info. In fact, shipping information is perhaps one of the most important parts of eCommerce FAQ pages.
Questions and answers about shipping should include:
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 page 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 directly.
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 page is a good place to answer any questions relating to this. Not only does it remind customers of your unique mission, it makes your policies transparent.
A Smart Way to Display FAQ Pages
Every eCommerce store needs an FAQ page, 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 eCommerce store.
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 an FAQ plugin that’s straightforward to use and enhances the shopping experience. You can assign questions to categories, making for a highly organised FAQ page, and change the design to seamlessly fit your eCommerce store.
For more helpful, time saving extensions and plugins for Magento and WordPress, check out the CreativeMinds website.