An FAQ page on a website should answer common questions about policies, content, and procedures to reduce email volume. It should be organized into categories and cover basic information such as company history, payment methods, return policies, and shipping information. Some websites have less formal or revamped FAQ pages.
Many commercial websites contain a link with the abbreviation FAQ, which stands for “Frequently Asked Questions”. In fact, many new visitors to a website gravitate towards this page as a way to orient themselves. A good FAQ page should answer nearly any common question regarding a website’s policies, content, or procedures. By anticipating these questions, website owners often significantly reduce their email volume.
An FAQ page is usually written in a question and answer format and can be separated into different categories for easier discovery. For example, a FAQ page for an electronics website might be divided into sections such as merchandise, return policies, technical support, suppliers, and advertising. Each section would have its own questions, usually asked and answered by experienced staff members in each department.
FAQ pages don’t need to be comprehensive, but they should answer most questions customers or other visitors might have. For questions not covered, many websites offer online forms or email links that will forward those questions to the appropriate department. Visitors may be strongly encouraged to read the entire page before submitting specific queries, as the answers they seek may be listed in other categories.
While the specific questions vary from website to website, there are some common questions usually covered in FAQ format. Basic questions about the company’s history and mission statement often appear on the FAQ pages, along with information about key staff members and their contact addresses. On this page you can also answer questions about payment times or methods. Return policies and shipping information can also often be found there. Some website owners have been known to create a less formal FAQ page, complete with obscure questions or tongue-in-cheek answers. Some website owners have done away with a traditional question page altogether, or have revamped their pages to avoid the familiar question-and-answer format.
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