Should My Website Have An FAQ Section?

When planning a content strategy for your website, one of the questions that are likely to come up is whether to include an FAQ section. Generally, this is a sound idea, as it can provide valuable information to your website visitors and help to improve the overall user experience. However, it would help to keep a few things in mind before adding an FAQ section to your site.

What Questions Are Customers Already Asking You?

The first step is to consider the questions that your customers are already asking you. You can do this by thinking about your conversations with clients, reviewing customer support inquiries, social media mentions, or conducting surveys. Once you have a good idea of the types of questions you frequently get from people, you can start to formulate answers for them.

If you find that specific questions get asked repeatedly, including those in your FAQ section is worth it. You can answer these questions directly at the site, saving time and resources.

Think About The Format

As it relates to the formatting of your FAQ section, there are a few different options from which to choose. One option is to list out the questions and answers in a traditional question and answer format. Another option is to use a more conversational style to engage website visitors.

Whether you choose an Accordion Style module or a traditional question and answer format, please test it out on your website before making it live. Testing it first ensures that the layout works well with your overall website design and that site visitors can quickly and easily find the information they are seeking.

Ultimately, the goal is to create a helpful FAQ section that is easy to navigate and filled with information relevant to the searcher. For example, depending on the nature of your business, you might want to include information such as your return policies, shipping policies, billing policies, delivery times, or other topics that are relevant to your operations.

Here is an example from an ISO accredited calibration laboratory. These are very specific to their specialized customer base.

They also present  FAQ information in an accordion style. 

Don't Overdo It

While an FAQ section can be a valuable addition to your website, you don't want to overdo it. If you find that you include too many questions or that the answers are getting too long, then it could be time to rethink your strategy. We really like the Find It Fast concept with visual aids. The example below is from an residential HVAC service company.

Remember, the goal of an FAQ section is to provide valuable information to website visitors in a concise and easy-to-understand format. If you cannot achieve this, it may be better to leave the FAQ section out of your website altogether.

In conclusion, an FAQ section can be a valuable addition to your website, but it is crucial to consider a few things before adding one to your site. By understanding what goals and objectives you wish to achieve, you can ensure that your FAQ section is genuinely beneficial to your website visitors.

If you could use some help implementing an FAQ into your web marketing strategy, our digital marketing experts are available to help. Please start the conversation by contacting us today.