Fixed Matches Join In Rules:

What is an FAQ page?

A frequently asked questions page—or an FAQ page for short—is a key part of a knowledge base because it addresses your customers’ most common questions and is useful at all stages of the customer journey. FAQs start with a question and then provide a concise answer.

While many think of FAQs as a basic list of questions and answers, some businesses incorporate them into a single section when building a larger help center. The help center functions as a comprehensive knowledge base that empowers customers to independently find solutions.

Within a knowledge base template, FAQs can function as standalone articles. For example, businesses can incorporate the question “How do I set up a password?” into a longer series such as “How to set up your account.”

Why are FAQ pages important to have?

FAQs are important for a few reasons, including:

    • Accessibility: Links on an FAQ page guide users through your website, helping them find the information they need at any time.
    • 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.

The purpose of an FAQ page is to provide quick answers to common questions that your business can anticipate. Companies should continuously expand this resource as they acquire more data.

“Having an FAQ page is a way to be more proactive and predictive with what your customers or clients are going to need help with. It’s also an opportunity to point people in the direction you want them to go. If there’s something you want to make sure they see, an FAQ is a great place to put it.”

–Maddie Hoffman, director of self-service and automation at Zendesk