Question 1

What are the best practices for FAQs?

Accepted Answer

1.	Use a well-organized table of contents with hyperlinks
2.	Include a search query function
3.	Use hyperlinks from the FAQs into the site or product
4.	Include pictures to increase utility
5.	Offer short videos and text for more complicated answers
6.	Collect feedback by including a survey at the bottom of each answer
7.	Make sure your analytics are running in your FAQ pages, so you can monitor use and engagement
8.	Link to related questions, which you can find by tracking the user path in your analytics

Question 2

What are FAQs?

Accepted Answer

FAQs are the questions people ask about your industry, category, product, and company. Making the right answer easy to access injects information, satisfaction, and momentum into the customer journey.

Question 3

Why are FAQs important?

Accepted Answer

Not answering questions costs your company money by forcing people to call your support line or help center to ask the question. Providing a broad range of of questions and answers removes friction from moving along the customer journey.

- FAQs are valuable at the top of the funnel, in the middle, at the bottom and throughout the customer lifecycle through renewal.
- FAQs provide 24/7 real-time support for your prospects and customers that need to know something to get unstuck or move forward.
- FAQs are critical to being the answer that is announced in response to a voice query. The proportion of search queries that are voice queries is not known with certainty, but estimates range from 10% to 21%.
- Quality FAQs start with understanding your customer personas and listening to issues that crop up.

For example, what questions do people have about your property during the booking process or once they have reached their room? What questions do people have about your medical practice or medical facility?

Question 4

How many FAQs should you have?

Accepted Answer

Comprehensive coverage is best, but start with a 20/80 rule and determine the top 100 questions. Over time, covering hundreds of questions is beneficial to users and to support costs. Keep in mind that the answers will need to be maintained over time and more questions will require more time investment ongoing.

Question 5

How do you find the questions people are asking?

Accepted Answer

- Some of the most common questions and answers may already be captured in your customer service knowledgebase.
- Check your internal search queries to find out what people are looking for on your site but are having trouble finding.

Question 6

Where should the FAQs be on the site?

Accepted Answer

They should be prominent and accessible from the main or secondary menu. FAQs should be available in the Help section of your product.

Question 7

How long should FAQs be?

Accepted Answer

Writing should always be clear and concise–FAQs included. 1 to 3 sentences or short paragraphs should suffice. Most people appreciate short, accurate answers, particularly when they are frustrated and trying to solve a problem.

Question 8

Should my FAQs be available to the public without login?

Accepted Answer

Yes, most or all of your FAQs should be crawlable by search bots so they can be indexed in the search results pages. If you have sensitive product or pricing information, you can separate those FAQs and make them accessible only for logged-in users.

Question 9

Should FAQs be user-generated or company-generated?

Accepted Answer

FAQs should usually be company-generated for consistency and accuracy. User-generated content is better for forums and questions and answers. Schema.org provides 2 different markups, indicating 2 distinct use cases.

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