If you’re wondering whether or not you need to add an FAQ page to your online shop, the answer is yes. You absolutely do. A page dedicated to answering some of your commonly asked questions will keep you from being inundated with the same question repeatedly. Not only that, it will give browsers a place to go before contacting you. Not that you don’t want to speak with your customers, but you’re pretty busy as is.
Aside from saving you the hassle of answering the same basic questions over and over, it provides a very simple but effective form of customer service. By anticipating customer questions, buyers will feel that their concerns are addressed and their needs catered to. A reported 68% of buyers will stop supporting a brand if they feel that the business is indifferent towards them. FAQ pages serve to prevent that. Moreover, FAQ pages establish buyer trust. Are you some rando on the internet who will take a customer’s money and then disappear without a trace? No? Good. An FAQ page helps communicate that you are a valid business, and that buyers should feel comfortable purchasing from you.
Now that we’ve built a case for why you should include an FAQ page on your ecommerce website, let’s talk about what each page should include. Here are 5 concerns to address within your FAQs.
1. Returns and exchanges
How you handle each of these processes should be clearly outlined. A simple, easy to follow return process is beneficial for you as well as your customer. Of the 60% of online shoppers that make at least one return or exchange a year, 95% of them will make another purchase from the same business if the return experience was positive. Give clear instructions for how to return or exchange an item. The easier it is for buyers, the longer they’ll support your business.
2. Commonly asked questions
This is an obvious inclusion, but customers (and your team that answers these questions) will thank you. If you’ve been asked the same question a handful of times, it’s probably an answer that customers would like to see on your FAQ page. It could also serve as great insight into what areas you may need to improve upon. If you frequently see questions regarding which payment options you take, be sure to include icons of all accepted forms of payment on your product pages. Share these commonly asked questions, and tackle any issues head on.
3. Shipping and delivery
Set clear expectations for when an item will be delivered. Be sure buyers know the difference between shipping (when an item leaves your warehouse or store) and delivery (when an item arrives on their doorstep). Disclose any holidays that may experience longer delivery time frames due to high order volume, or any other factors that could impact shipping and delivery.
4. Sizing, assembly or directions
If you sell clothing or garments, provide a sizing chart so that buyers can properly estimate what sizes to order (this should also be on your product pages). Items that require assembly or specific directions for use should have these needs addressed on an FAQ page as well. Give customers everything they need to enjoy your products to their full use.
5. Contact info
Even though an FAQ page serves almost as a buffer between you and the masses, you don’t want to be completely unreachable. Buyers may still need to contact you, and you want to be readily available to them when that day comes. Remember, 68% of buyers will jump ship if they can sense your indifference towards them. And I’m guessing that you’re a genuinely nice person who does truly care about the people supporting your business. At the end of the day, you want to be approachable. That’s the only way your brand will succeed and thrive in a highly competitive market.
Your FAQ page should be visually appealing and on brand with the rest of your site. Make sure it’s easy to read and navigate, provide a link back to your homepage for when buyers feel ready to shop. Revisit your FAQs every 3 or so months to update content as needed. Remember, this is for your customers just as much as it is for you. The better you serve your buyers, the longer they’ll support you. And that’s a win-win.