A frequently asked questions (FAQ) page on your website serves several purposes. This knowledge base is an important landing page for visitors who are looking for more details. It’s great for search engines, too, as it offers valuable information to answer inquiries customers look up online.
But just as important as the content on the page is how the information is laid out. An uncluttered and easy-to-navigate FAQ design plays an essential role in ensuring visitors can get the answers they need with ease. Keep reading for more information on what makes a good FAQ page, what to consider when populating and designing the page, and some examples of effective FAQ pages you can use for inspiration when creating your own.
The goal of an FAQ page is to educate, inform, and clarify important information for customers who have questions about your products or services. To that end, a good FAQ page prioritizes the customer’s needs first and foremost. It should also be easy to follow, with headings that clearly demarcate different categories and questions.
The ability to navigate content is key to the user experience — and a good user experience leads to an overall positive impression for current and future customers. Especially if you plan to answer a significant number of questions on the page, a good FAQ design ensures that nothing gets lost in the shuffle.
A good design is equally as important as the information you include. As you put together your content and get ready to build your page, remember these six tips.
An FAQ page is a knowledge base, and its main goal is to help visitors save time by getting them directly to the answers they need. With that in mind, make sure that your answers are concise, clear, and quickly answer the question at hand.
Answering the most common questions is a great start for a helpful and informative FAQ page. This approach can also save you and your team time by directing customers to the published answers.
Pro tip: Ask your sales department and customer service representatives about the questions they hear when talking to current and future customers. Since they have a deep knowledge of your company’s offerings and talk to customers many times each day, they can give you valuable insight into what customers say and think.
You may assume that visitors will go to the contact page to view your address or to the service page for a list of offerings. Offering this information in several places on your site — including the FAQ page — can help visitors access those essential details in multiple ways.
You might have a lot of questions to answer — and that’s okay! What’s important is to ensure the information is well organized, so visitors can find the answers they need easily. Consider grouping questions by type or category. For example, if you run an online store that sells candles, it’s a good idea to create an FAQ section for shipping and one for return and exchange policies.
As the one-stop resource for all things related to your product or service, it’s important that your FAQ page remains current. Make sure an update to the FAQ is included with each new product or service offering.
An FAQ is a shortcut, and a search bar can help make that shortcut even more convenient. Consider adding a search bar to your website so someone can type in keywords related to their question. This way, they can get to the answers they need right away.
Ready to start designing? Take inspiration from these leading companies.
Shopify organizes its FAQ into four categories: a how-to for opening an account, and sections on selling, accepting payments, and shipping with the ecommerce platform. This clear design helps those with common questions instantly know where to look for the answers they need. Within each section, the questions are bolded, with a helpful survey at the end that provides feedback to the team which they can use to improve their FAQ. Many of the answers also include helpful links with more details.
The egg supplier similarly organizes its FAQ by category, navigable on the left-hand side of the screen. This way, visitors can jump right to the section that most applies to them, whether they’re consumers concerned about animal welfare or they have specific inquiries about a less-familiar product like frozen omelets. This FAQ also includes general information about eggs to help round out the information and education that visitors can take away.
With millions of players around the world, Xbox created a support hub with thorough details on all sorts of potential issues. Visitors can go directly to subscriptions and billing to learn more about costs, or head to the online safety section to learn how their information is being protected. At the top of the FAQ, the page prominently places navigation for ongoing issues to help those looking for answers on trending topics. This approach also helps minimize inquiries to the customer care center.
The healthcare company, built on a membership model, uses an FAQ page to field inquiries about insurance, medical services, and other issues that come up with a traditional provider. To help potential customers decide what’s best for them, they produced a detailed guide which answers some of the most common questions off the bat. The content is divided by topic, so visitors can scroll down to the section that relates to their inquiry.
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The water bottle company offers answers to questions from all types of visitors, from online shoppers to those looking for care instructions. Handy links, such as the warranty claim form in a question about the warranty, direct visitors to the practical next steps they need to take, if any. Similar to Eggland’s Best, Hydro Flask has a section about a specific product that may raise more questions than their classic lineup. And for those who still have questions, the phone number and email for customer service are highly visible up top.
The Meta-owned messaging platform breaks down its FAQ by device type, with different information supporting the many ways Whatsapp is used and with which devices it’s accessed. A popular articles section, located front and center on the FAQ page, highlights the most common inquiries and provides clear answers to these often-asked questions. They also maintain a business section, acknowledging that business customers have different uses for the app than regular users.
In a nod to its millions of users around the world, Twitch makes its FAQ accessible by offering key content in multiple languages. Their FAQ is focused on community guidelines, but offers helpful links to other policies and statements on the left-hand side of the page. Notably, Twitch uses its iconic purple in the design, so the page is clearly a part of the overall Twitch brand.
The suitcase brand guides visitors to the most appropriate section for their question, from shipping inquiries to warranty questions. They also include a brief guide to their commonly asked product questions. An accordion-style drop-down design allows visitors to select which answers they want to reveal, saving space on the page and improving navigation.
The Customer Care FAQ on the ASOS website places the search bar front and center up top, prioritizing content accessibility. The questions themselves are broken down into easily defined categories, so visitors who need information about returns don’t make their way to the technical portion of the FAQ. They also include a list of popular questions along with an option to submit a query if no answer was found.
The Etsy FAQ serves both sellers and shoppers, and visitors can toggle between the two with clickable text at the top of the page. As an ecommerce website, the shoppers’ portion of the FAQ focuses on order status, shipping, and other important purchasing information. The sellers’ area focuses on some of the more pressing inquiries a merchant may have, including payment, shipping to customers, and practical questions on how the platform works.
The rebate app utilizes fun, branded illustrations to help visitors get to the right section of the FAQ, from app questions to its integration with PayPal. A search bar at the top helps visitors cut to the chase and get to answers quickly, while a separate section for common questions at the end directs users to highly sought-after answers.
The ubiquitous home goods and furniture store may have customers around the world, but universal questions about stock, shipping, delivery, and even if dogs are allowed in stores take center stage. These “top questions” help visitors get these most common queries answered right away. A bottom button directs visitors back to the FAQ, where they can search for more answers or browse by topic.
The most popular categories are clustered at the top of the furniture company’s FAQ page, navigating visitors to common queries right away. If a visitor’s inquiry doesn’t fall in line with those topics, a well-organized FAQ follows. Browse by scrolling down the page or by using the menu on the left-hand side. And with an accordion design that appears only when clicked, it takes visitors less time to find the answers they need.
Details about the clothing brand’s keep-dry guarantee take up a significant section of this FAQ, demonstrating the company’s commitment to its pledge. For other inquiries, visitors can search a well-organized and easy-to-read FAQ. Details about the products themselves, as well as corporate commitments to the environment that are of interest to customers, are featured prominently.
The smartphone plan provider clearly points customers to content categories so they can browse important information about features, plans, setup, and more. That’s closely followed by a list of the most popular articles — their popularity indicating that others may have similar questions. And at the end, if the inquiry still isn’t answered, there are options to call or email customer service for additional help.
You don’t need to know how to code to build a fabulous FAQ page. With Namecheap Site Maker, you can have your new page up and running in minutes. All it takes is some great content, and the intuitive drag-and-drop builder makes the rest a breeze. Just place the content blocks where you want them on the page, hit publish, and wait for the customers to come.