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FAQ: what is it and how important is it?

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The FAQ, Frequent Asked Questions, is the section within a website that collects the most frequently asked questions that customers have with their respective answers.

Surely you have ever entered a website and wondered how they manage the shipping, how long it takes, the return policy, etc. These questions are very common for users, because they are normal doubts that arise when you buy something on a new site. This is where the FAQ section comes in, because imagine responding individually to each person who has a doubt, it would be almost impossible to do it quickly and efficiently. Discover with us what are the frequently asked questions, the importance they have and how they can help your business.

what are FAQs?

The FAQ or frequently asked questions is the section within a website that collects the most common questions asked by customers, providing them with an answer, so that this information is always available for consultation.

Most companies have this service on their websites, so that users can access and resolve their doubts directly without having to contact customer service directly.

It is a very useful and widely used strategy within Inbound marketing initiatives, which aim to connect with the consumer by providing the best attention and satisfying their needs.

Therefore, we could say that it is an informative tool with which to manage doubts and resolve them in the most effective way possible.

why should you include a FAQ section on your website?

This section is an important part of your website, but sometimes it is not worth it or it is not necessary to answer all the doubts. You should answer those questions that you think are more common among the visitors of your website and that do not need direct and personalised attention from your team.

Frequently asked questions are perfect for resolving these doubts without wasting time contacting the customer service department, which is sometimes a frustrating task. Try to ensure that the user only contacts your company directly if it is strictly necessary, that is, if the reason for contact is for a more complex reason that cannot be resolved through this section, for example, a problem with the shipment or a damaged item.

Remember that internet users are becoming more and more demanding, they want things simple, brief and fast. That is why FAQ's are ideal as they resolve doubts immediately. Consumers do not want to waste time waiting for an answer that can be resolved in a simple paragraph. FAQ's are your ideal customer service tool.

Benefits of incorporating FAQs in your website

Here is a short list of the advantages of incorporating this section into your company's website:

  1. Improve SEO

In this section you talk about your topic and company, so your keywords will be included in a natural way.

In addition, sometimes in the FAQ there are links to other parts of your website or external sources for further information, so it generates traffic in and out of your website.

  1. Improve the user experience

FAQ's are the most effective way to make things easy for your visitor, they won't have to jump from one site to another to find the answer to their questions, as you provide them with the solutions on your own page.

  1. Helps to improve your sales

Your potential customers will be able to find all the answers to their questions within your website, which will help them clarify their doubts.

A well-managed FAQ page helps you to convince your visitors that your product or service is ideal for them, by answering their questions and building trust.

  1. Lower customer service costs

Perhaps the most obvious benefit is that by resolving the most frequently asked questions by your users, you save a lot of time and money in customer service. Your potential customers will only contact you for questions that are more complicated to solve or for other issues.

By including the FAQ section you will provide a solution more quickly, efficiently and at a lower cost, as you will not need to have a large team to answer them.

FAQs that should appear on your website

As we have told you throughout the post, this section should address the doubts of your potential customers, but we will focus on which ones you should always include. Remember that the questions in this section must be clear, simple to understand and answer specifically to the question. Do not digress, ask a question for each doubt and answer it exclusively, so as not to confuse the user.

Divide frequently asked questions into sections, because apart from bringing order to your website, your customers will find the answers more easily. Here is a small list:

  • Payment, shipping and returns
  • Contact
  • Products or services
  • Your company's philosophy
  • Guarantee

In short, as you have seen, the FAQ is an essential tool for your online business. This section is another space to relate and maintain a good relationship with your customers. You have to make it easy for them, know what they need and what they are looking for to solve all their questions, because no one better than you to talk about your company, product or services.

We recommend that before creating this section, you think about your customer and all the questions and doubts that may arise, to contemplate and address them all. If you have done well the work of your buyer persona, you will know the profile of your ideal customer and it will be easier to think about the questions they may have. You can also ask your friends, family and acquaintances to visit your website and help you to contemplate these possible doubts.

we hope you have enjoyed the reading and are encouraged to add the FAQs section to your website!

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