Frequently Asked Questions (FAQ) pages contain a list of commonly asked questions and answers on a website about topics such as hours, shipping and handling, product information, and return policies. Sure there are chatbots, support lines, and customer reviews to help shoppers on their path to purchase, but there’s one forgotten customer service tactic that is cost-effective and streamlined. That tactic is an FAQ page.

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There are seven simple steps to make the perfect FAQ page for your business. The design of an FAQ page is crucial for an easy-to-use customer experience. Follow these steps and your customer success team will thank you. 1. Determine the questions 2. Categorize the questions 3. Highlight or link the most popular questions 4. Include a search bar 5. Align with your brand look and feel 6. Update regularly 7. Track and improve

A good FAQ is general enough to address many issues. There are questions that just about every company answers on their FAQ page, so if you’re struggling to get started use these as your starting point. If they’re relevant to your company, of course. 1. What is the return policy? 2. What are the shipping options? 3. What do I do if I never received my order? 4. When will I receive my order? 5. How do I make sure I order the right size? 6. Where are you located? 7. Can I make changes to an order I already placed? 8. How do I get a new password?

When crafting the answers to your FAQs, involve someone from PR. It’s unlikely you have an entire PR team on your staff, which is OK, but there are plenty of freelance PR specialists who can give input while writing these answers. It will highly benefit you to consider hiring one for a week or two. Some of these questions could cause you to expose shortcomings of your product or service, so it is imperative that you position these answers in a positive light while remaining truthful.