WTF? Where’s The FAQ!
What prompted this post is what seems to be an increasing lack of FAQs being integrated into new sites. I then find I have to search to find the most basic of information — many times to no avail. Not good.
Sites without FAQs can lend to visitors wondering what do you have to hide? Why don’t you have the basics “out there” for everyone to see?
Hmmmm…. Maybe you have nothing to hide, but certainly you’ll agree it isn’t a good customer service approach to make site visitors have to e-mail you for stuff they expect to be made available by any credible business.
WordPress Site + FAQ = Value
Frequently Asked Questions pages are one of the most valuable pages you can create for your WordPress site. Both for site visitors and site owners and here’s why:
- For Site Owners: The questions you get asked frequently are answered here. You know what they are — your site visitors/customers/clients ask you all the time!
I have a “3 time rule”. If I get asked a question once, I answer it and make a mental note. The second time I am asked, the question goes into my “future post ideas” folder to possibly write about on my site.
The third time I am asked, the question is answered either in my FAQ or if I know my site visitors can benefit, a post that covers all the variables to answer the question in its entirety. And, my FAQ links to more detailed pages/info for their convenience.
If visitors do not want to take the time to read my site and e-mail me instead — they get links to my articles and FAQs that they can review at their convenience.
- For Site Visitors: The FAQ is where you can most likely find the answers to the questions you may have about how the site/company/business operates and does business. Credible and customer-centric companies include FAQs so site visitors can get the standard and customary information without having to send an e-mail or make a phone call.
One should always seek out the FAQ to see if the answers sought are covered there before e-mailing a site owner. It speaks volumes to me when folks e-mail me with requests I don’t cover on my site. I then know they respect my time enough to have looked and most likely will not waste it in the future — that indicates a good customer!
FAQs need to be front and center, easy to find and contain the actual answers your target market will be seeking in regard to what you offer and/or how you do business. FAQs are not a marketing promo list with PR generated questions and answers about how great you are. FAQs need to contain the real stuff — the nuts and bolts of doing business with you — keep the fluff for your About or Profile pages.
A FAQ is just one page — and that important page can offer value, service and efficiency to both sides. While some clients resist my suggestions on creating FAQs, simply because they require work, thought and ongoing maintenance, I’ve yet to be provided a good business reason why your WordPress site should not or does not have a FAQ.
If you don’t have a FAQ, put one together. Here’s a great way to add more valuable unique relevant content! Stop right now and think… I bet you can come up with at least 10 questions you get asked all the time! Give site visitors what they are looking for and free yourself from having to answer the same questions redundantly.
As an example, I have my New Client FAQ which covers all the info folks actually ask me when approaching me to partner with them on their projects. And, I have a few new FAQs in the works too that will cater to the questions asked by those who comment on my site posts. (See? That’s another way to come up with FAQ ideas!)
You can even have more than one FAQ to organize your information. Topic based FAQs examples that come to mind:
- Project FAQ
- Subscription FAQ
- Membership FAQ
- Sponsor FAQ
- Guest Post FAQ
- Order FAQ
- Shipping FAQ
- Return FAQ
- Service FAQ
By incorporating FAQs that can hold relevant sets of questions and answers you are providing valuable information to your site visitors. Isn’t that what having a successful Web site is all about?
So, what are you waiting for — where’s your FAQ?
At your service,
Judith
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