Some clients question the value of having a FAQ page on their website. They are either concerned about trying to come up with concise answers for the most likely customer questions or they prefer to answer customer questions person-to-person rather than through a FAQ page. While both of those concerns have validity, I still recommend having a FAQ on your website. Why? Because there will always be some customers who prefer to do their research on your product or service on their terms which could mean they are looking at your site at midnight. Some just prefer the ability to search anonymously until they've made up their mind. And others want to be able to quickly compare your product to your competitors. If you don't give them the ability to do that, they may just knock you off their list of potential suppliers. As for customers who prefer to speak to a person, they are going to contact you by phone anyway. So you haven't lost out on that opportunity by putting a FAQ page on your site. And in fact, the FAQ page gives them something to refer back to after they've talked to a live person.
The fact of the matter with FAQs is...
- They are an easy way to provide customers with additional information and details about your products and services, price lists, contact information, etc.
- They make your business website look more professional.
- They can answer the "what if" questions which help customers know that you are committed to customer satisfaction.
- Finally, making yourself think through the questions your customers may have helps you better understand the relationship between your product and your customers and it helps ensure that you have indeed answered the "what if" before they arise and damage a customer relationship.
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