5 Best Examples for Creating FAQ Page (How to Create One)

Want to create an FAQ page? Or do you already have a FAQ page that is not quite doing the job?

In this article, we will discuss everything about FAQ pages, starting from what they are, why they are important, some great examples for you to learn from, how to create your own, and the tools you can use to create one.

Here’s the thing – creating an online FAQ page may seem like a simple task, but if you pay enough attention, you can make a page that will improve the productivity and efficiency of your business on multiple levels.

To craft the FAQ page to your advantage, you must understand what it is and what it does, even though you think you know it already. So, let’s get back to the basics and start from the very beginning.

Here we go!

What is an FAQ Page?

At its most fundamental, the FAQ page is of course a list of ‘frequently asked questions’.

What we need to do is enhance this understanding by seeing that this list is a powerful tool for your business. When used correctly, it can not only answer frequently asked questions but also help build customer trust, brand authority, customer onboarding, reduce support queries, promote sales, and much more!!

Also, it is one of the most crucial pages among the must-have pages on your website that can change depending on your industry.

On the other hand, irrespective of your industry, the size of your business, or the fact that you are a product or service, customers will always have some common questions. And if you have a well-built FAQ page, that can immediately take your customer experience to the next level, by allowing them to find answers without losing a second.

Now, let’s examine the importance of the FAQ page from various angles and consider how it can impact your business.

What Is the Importance of FAQ Pages?

1. Enhances User Experience

As per research, 81% of customers try to solve issues themselves before contacting a customer service representative, and 91% of customers say they would use a knowledge base if it met their needs.

This also makes the most sense, considering how busy our lives are today. Most people are multitasking at any given point in time, and calling a customer service agent or even chatting with someone online takes a lot more attention and focus than finding answers on their own.

No wonder most customers value brands that provide self-service options, and a FAQ page is an important part of the self-service knowledge base that you can create for your business.

2. Saves Time on Customer Service

For 86%, good customer service turns one-time clients into long-term brand champions. Not just that, 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.

So, good customer service plays a major role in multiplying your revenue as well as establishing your brand. But what if your customer service team is bombarded with repetitive, most basic questions that even a bot can answer? You know the answer.

An effective FAQ page helps your customers to get answers to the most common questions concerning different aspects of your business. This gives your customer support teams the freedom and opportunity to make a meaningful impact on customer experience.

Since the customers get all the simpler answers from FAQs, they only come to customer experience in case of complex queries where human engagement is required and can make a difference.

3. Boosts Sales and Engagement

When someone comes to your website, they are curious about your product or service and other aspects of your business. They want answers, and they want them immediately.

Because let’s face it, the average customer attention span across industries is less than that of a goldfish! And most probably you have got this attention after investing a considerable amount of resources – financial and otherwise. The last thing you want is for the customer to lose interest and go away, maybe never come back again.

It can happen for various reasons, and not getting answers fast enough is one big reason.

So, engagement is crucial when it comes to leading your customers further in the sales cycle and the FAQs page plays a significant role in it.

A well-researched, well-constructed, and attractive FAQ page answers customer queries instantly and accurately. It helps your customers better understand your product or service, boosts engagement, and leads them further in the sales cycle.

FAQ Pages Examples to Get Inspired

SaaS Product Support FAQ Page Example – Network Ninja

Document360 which is our product, is a dynamic knowledge-base solution across a variety of industries. Here is one of our client success stories from the SaaS industry – Network Ninja.

One of Network Ninja’s brand Main Event’s team wanted to create an online knowledge base where customers can access help 24×7 rather than send an email or raise a ticket and wait for a response. They tried other knowledge bases like Zendesk earlier but failed.

After considering many alternatives in the market, including Freshdesk, they found their solution in Document360. Their FAQ page is in the form of a knowledge base where they answer every question or doubt possible through an extensive collection of articles.

As per their business needs, they have three different FAQ pages or help categories as they call them. Articles within each category are categorized and further sub-categorized into multiple categories. Here’s what it looks like:

You can also view articles as ‘most viewed’, ‘recently modified’, and ‘recently created’. And, this is how the categorization looks like within one FAQ page:

The search bar at the top helps customers search what they are looking for, by simply typing it in.

Here’s what they are saying, ‘Adopting Document360 has enabled us to handle customers with bigger issues better because emails and tickets with basic questions have almost stopped coming in.’

Healthcare FAQ Page Example – Teladoc

Teladoc is one of the leading online healthcare providers in the world, providing on-demand instant virtual care for non-life-threatening illnesses and injuries. And when people deal with a sickness, they need extra care and thoughtfulness.

Teldadoc understands this because as soon as you click on the search bar, it lists the most common questions a person has when contacting them, showing their clients that they understand their needs.

They have a list of services and related categories in medical care, and upon clicking on each category, you get the FAQs in that category. Here’s how it looks when you click mental health for instance:

A clean layout and a minimal number of questions also ensure their patients don’t find themselves overwhelmed when they are already struggling with an illness. Also, in the same spirit, they keep the answers to each question short and crisp, maintaining a friendly and kind language throughout. Look at this for example:

They pay close attention to their customers’ situations and have designed their FAQ page accordingly, including every detail—just as it should be.

Consultancy FAQ Page Example – AdEspresso

AdEspresso is a great example of a FAQ page with a personality. Their FAQ page shows honesty with style and is pretty straightforward.

Since they are a very personalized service, they seem to prefer their clients to get in touch with them directly. This is evident because even though they have a great FAQs page, they ask their customers to contact them upfront if they don’t find the answers they are looking for.

Their FAQ page seems very simple, with less than 20 questions in total. However, clicking on each topic will take you to a separate page that has information on the subject, further links to explore the topic further, related resources on that topic, and even related courses on related tools and services.

So, if you click on ‘Do you offer marketing services?’, here’s what you see:

Depending on the depth of the query, the customer can go further, go back, or simply contact their customer support team. AdEspresso opens all the options for their customers, setting a friendly yet professional tone coming from a business that knows what it is doing.

E-Commerce FAQ Page Example – Etsy

Etsy has one of the best FAQ pages in the e-commerce category. They give a search bar right at the top of their page so even before scrolling, customers can just put their question in and get the answer.

Next up, they give a special bar for help with an order which is basic but makes the most sense since they are an e-commerce website. Also, this approach puts their existing clients first and offers a solution right away!

Since they deal with shoppers and sellers, the help segment is divided into ‘Shopping on Etsy’ and ‘Selling on Etsy’, and related articles are in each category. It is a super smooth design, very simple, and user-friendly. Here is a glimpse of the articles under the shopping category:

Yet, they also have tons of articles in four categories and multiple subcategories making it sure that all users will find their answers in the FAQ pages. And for those rare cases when they don’t, they then give the option of contacting their team.

How to Create an Effective FAQ Page?

The most important learning from the examples above is that there is no one-size-fits-all approach when it comes to creating an effective online FAQ page. You must take a closer look at your industry, your business, and what your customers are saying, to build a FAQ page with real impact.

However, there can be some best practices that you must remember when making a FAQ page that suits your business:

• Choose the right tool to build your FAQ page on. One that:
  • Let’s you customize your page to your brand identity and needs
  • Is built for evolving businesses, like a dynamic knowledge management system
  • Let’s you build an optimal structure for your FAQ page
  • Is easy to use without any development or software knowledge
  • Comes with AI capabilities so you can fill in the knowledge gaps
  • Can easily integrate with your current tools
  • Has great customer support
• Establish writing guidelines to maintain consistency
• Design a highly customized experience
• Optimize it for SEO
• Make it searchable
• Keep it simple
• Update regularly

Now look at some of the best tools to create an online FAQ section for your business.

Best Tools to Create FAQ Section

Document360

Document360 is an AI-powered knowledge management software built for all types of businesses.

Here are just a few ways in which Document360 can help you create an online FAQ page that your customers and business will love:

• AI FAQ Generator: This AI feature simplifies FAQ page creation. It automatically generates up to 10 FAQ questions by analyzing your article. You can edit, delete, add more, or even adjust the tone to match your brand voice.
• Customize and Personalize: Write and format content effortlessly with the intuitive markdown editor. Create a clean and professional FAQ page customized to your brand identity.
• AI writing assistant: The built-in AI assistant Eddy can save time for your writers and enhance the quality of articles by outlining, creating, changing tone, adjusting the length, and even splitting sentences when required.
• A FAQ page with a personality: Your FAQ page doesn’t have to be boring. With Document360’s WYSIWYG editor, you can insert text-rich options with simple drag-and-drop tools ensuring your FAQ pages are functional and attractive.
• Category Manager: Categorize and sub-categorize your articles into up to 6 categories to make it easy for your customers to find information
• AI search and multilingual translation: Document360’s ChatGPT-style search lets customers easily find the information they need by just typing in their questions. Its built-in AI assistant Eddy can also give prompts and suggestions depending on customer behavior. The AI assistant can also translate your FAQ page in multiple languages making it suitable for businesses with global reach.
• Create Multiple FAQ pages: Create multiple and separate FAQ pages at once, in different languages, for your customers and teams.
• Analytics: Regularly track metrics such as views and queries to keep your FAQ page improving.
• SEO: Optimize your FAQ page for search engines and boost your visibility by driving traffic towards your online FAQ page.

Document360 also integrates with a lot of tools that businesses use to make the adoption smooth and more powerful!

Schedule a demo with our experts to see how Document360 can transform your FAQ experience

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Zendesk

Zendesk is a Help Center software for creating a smart knowledge base for better self-service.

Here are some powerful features Zendesk comes with:

• Team publishing: As you grow, keep your self-service offering healthy by letting agents update content so it always caters to your customers.
• Organizational flexibility: Organize content the way you see fit so it’s easier for customers to find the right stuff.
• Multiple FAQ pages: Create more than one help center that caters to different audiences, regions, or brands, and localize content in over 40 languages.
• In-context self-service: Inside your product or on your website with the Web Widget and Mobile SDK.

Zendesk can be used to build FAQ pages for small to medium businesses, and even enterprise-level businesses.

HelpCrunch

Helpcrunch is a powerful knowledge base software that can help you create a dynamic online FAQ page.

Here are some of the notable features of HelpCrunch:

• Categories and sections: Create a structured FAQ page by organizing your articles in a nifty and convenient way with categories and sections.
• Write SEO-optimized articles: Write help articles with its advanced editor add images, videos, and tables, and easily optimize content for SEO so that customers can find exactly what they need.
• Make your widget a self-service hub: Integrate your FAQ page into the widget so that customers can search through it before contacting your support team. You can even hide the chat option altogether.
• Track actionable metrics: See how many people viewed each article and how they rated them to keep your FAQ page optimized.
• AI editor: Simplify and scale the creation of documentation with an AI-powered editor. The AI editor can shorten, expand, or rephrase text to save time, change tone to match the audience, and translate articles automatically to multiple languages to reach a global audience.

With HelpCrunch, you can also customize your FAQ page to make it an integral part of your brand. 

Summing Up

I am sure by now you have great clarity on each aspect of an online FAQ page and how to create one for your business. Choose the right tool carefully, and you are all good to go.

I wish you all the best.

An intuitive knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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