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We all know what FAQ stands for (Frequently Asked Questions), and what they are used for, but are they used correctly and should you even have one? Lets explore…

First and foremost the FAQs are supposed to reduce your time spent answering the same questions, this is rarely what happens. What happens is, a website is created, the owners of the business think of a few things that would benefit from being listed as questions and it is forgotten about. Why don’t we keep this list up-to-date? The simple answer is these pages are considered to be needed but don’t engage the user. They don’t get the user to action anything, view your products or even encourage communication, as if the question they did have was listed, there is no need to.

How can FAQ pages be improved then?

We think there are a couple of ways really. This page is a really good opportunity to really push your brand identity, but in an informal way. It is also an opportunity to actually make the questions relevant. Keep track of the questions you’re getting asked a lot by customers, if they’re something that can be listed on an FAQ page, get it on there, but keep it all informal. Really push the personality of your business in your replies as if you were replying to an email or answering the question on the phone.

What are the benefits?

A good FAQ page actually has many benefits. It can improve the customer experience for example. The user is already considering using your business, get some call to actions in there and really push that interaction. FAQ pages are great for SEO too. Overall, your FAQ page increases credibility and authority with customers and Google, it builds trust with your customers, it saves you time and money that can be spent elsewhere, it improves user experience and keeps them on your website for longer and whilst doing all of this, makes sure your brand personality shines through with each and every sentence. It’s often something that’s constantly overlooked and absolutely underrated