You’re confused and clicking through a website while trying to find some information to make a purchasing decision, and then you find it, their Ecommerce FAQ page.
It’s a happy discovery, you’ve been feeling impatient and just want to know what you came to learn. After reading the FAQ, your pressing questions have been answered, and you’re better informed to make smart decisions.
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The Big Benefit of Ecommerce FAQs
The above scenario probably seems familiar, and it highlights the handy nature of website FAQs (or Frequently Asked Questions pages). More than that, it also shows why any website that offers complex services or products shouldn’t be caught without one.
Due to the fast-paced nature of information found online, readers are getting shorter attention spans by the day. So, if your products or services require some explanation to fully understand, providing an Ecommerce FAQ page is massively helpful.
Otherwise, you’ll have frustrated visitors who can’t find what they need, leading them to search around your competitors’ websites instead.
When to Have FAQs
Consider if there are common ways for customers to get confused when interacting with your business, whether it be navigating your ordering and return processes or simply understanding the nuanced specifics of your product.
If you find that there are parts of your business’ process that could use some explaining, then an Ecommerce FAQ page is a safe bet.
Another great way to decide if a FAQ page is warranted is by looking through your recent customer correspondences. Is your inbox frequently filled with people asking for clarification, or does your website have support tickets submitted often?
If so, this is a prime indication that your business could use a thoughtful FAQ. More than that, by tracking the questions that are asked repeatedly you can better cater your FAQ to your audience.
When Not to Have FAQs
But if after all this you learn that engaging with your business is a straightforward experience for your customers, and questions are relatively uncommon, then it’s best not to clutter your website with one more unnecessary page. If anything, finding an overly simple (or complex) Ecommerce FAQ page is more likely to annoy customers away than assist them.
In such a case, just make sure your contact information is readily available on your website for those outlying questions that some customers will have.