Frequently Asked Questions (FAQ) (2024)

FAQs

How many questions should be in an FAQ? ›

How many questions should a FAQ page have? I suggest at least 10 for a full FAQ page. Most businesses can find at least that number to answer concisely. The exact number is less important than being organized and concise.

Accuracy: The FAQ page should be a single source of truth, offering customers answers to general questions. Affordability: When customers can get answers themselves, they don't have to rely on customer service agents. This ultimately lowers payroll costs.

A frequently asked questions (FAQ) list is often used in articles, websites, email lists, and online forums where common questions tend to recur, for example through posts or queries by new users related to common knowledge gaps.

How long should my FAQ answers be? As short as possible while still answering the question. If you find your response drags on, you can always split one set into multiple sections. Alternatively, you can end your short answer with a link to another page with full-length legalese.

Just because FAQs aren't displayed as much in rich results doesn't necessarily mean we should do away with them entirely. Many site visitors do read FAQs and find them helpful and informative. Instead of doing away with FAQs entirely, make sure that your FAQ page is relevant and useful for customers.

Tips to make an effective FAQ page

Keep it brief. Short, straightforward answers are the most effective way of relaying information to customers so try to keep it brief. Try not to write more than a paragraph or two for each question. Consider the customer journey.

Frequently Asked Questions (FAQs) is a set of common/obvious queries your web visitors or customers may have. Some common examples include questions about service hours, shipping and handling, product details, return policies, etc., depending on the industry.

Why are frequently asked questions important? ›

Frequently asked questions, or FAQs as they are known, are a great way to improve your customer's experience of your website. It allows you to answer the questions that are most commonly asked surrounding your product or service. At the same time, there are also many other benefits to having FAQs on your website.

Make it searchable

Include a search bar on your FAQ page to help users quickly find the answers they need. Plus, include relevant keywords and phrases throughout the page to optimize it for SEO.

Once customers reach the page, make sure your FAQs are well organized and intuitive. The whole point is to let your customers serve themselves, so the page must be simple to navigate. If you have more than 20 questions and answers to post, you should also include a search bar.

FAQ best practices

Keep the questions and answers simple and easy to understand. Group questions into relevant categories to make it easier for customers to find what they're looking for. Include links to additional resources where necessary.

Customer surveys: These types of surveys, which typically ask for feedback or ideas from customers, can be anywhere between five and 20 questions, depending on the goal of the survey. Employee surveys: Often, surveys for employees are around 20–30 questions long, depending on the industry and objective.