If there’s one part of an online store that can be especially prone to being forgotten by many merchants, it might just be the FAQs page. ‘FAQs’, of course, stands for ‘frequently asked questions’, and you’ve almost certainly found this section of a website useful in the past.
Unfortunately, all too many online business owners are inclined to dismiss the potential relevance of such a page on their own site. Often, this may be because they presume all of their customers’ queries are likely to have already been answered elsewhere on the site.
So, here are just a few reasons why you should consider an FAQs page to be not only useful or important, but essential.
It saves time for everyone
If the customer is struggling to find information on your website on such vital matters as how your firm packages its goods for delivery or how your products can be used, guess what? Presuming they don’t simply exit your site and cost you the potential sale altogether, there’s a good chance that they’ll get in touch with your support staff directly, consuming both their and your time and energy.
It’s so needless, when you can just have an easy-to-understand FAQs page instead – especially given that there are almost certainly questions your customers will be constantly asking.
It makes the shopper feel less alone
We’ve all had those times in life when we’ve worried that we’re the weird ones, and that we’re the only ones who’re confused by a particular subject. Just think of the last time your friends or colleagues cracked a joke, and you were the only one who didn’t ‘get it’… you won’t want to leave your customers feeling like that.
Addressing common questions explicitly in an FAQs format can validate the shopper’s query, making them realise that they aren’t alone in having a particular thought or question about your brand, products or services.
It builds positive and long-lasting relationships
Think of all of the characteristics you’ll want target shoppers to associate with your ecommerce store… like trustworthiness, transparency, honesty, responsiveness and professionalism. A well-sorted FAQs page can increase the extent to which both long-time customers and casual visitors connect you in their heads to all of these things.
Having a frequently asked questions section, then, isn’t just a way of answering a few random questions and helping out a customer or two. It’s also about presenting a clear picture of your store as one that genuinely cares and is there for the customer, with nothing to hide.
Furthermore, the sheer amount of useful information on your FAQs page could be instrumental in keeping the customer on your site for longer, and more confident in deciding to buy from you, instead of hitting that ‘back’ button on their browser window.
So, you now know that an FAQs page is important – but how can you put together an effective one for your own site?
Get in touch with the Piranha Designs team today, and we can incorporate such a page for you into our extensive design or redesign of your ecommerce website.