By organizing your questions into natural categories a users can quickly navigate to what they need. Imagine the same process as an information architecture.
This helps the user connect with the question more easily and it helps you to provide relevant information more clearly.
Following copywriting 101 standards, always use language and terminology that your user understands so that they will connect with the dialogue and your brand. Never use terminology or complex ‘industry speak’ that your user might not understand
Your FAQ is an extension of customer services, so this is a space where you want to show users how great you are. As with all the content on your website, use your personality and connect with your audience. Every piece of content is an opportunity to represent your brand.
The point of an FAQ is to answer questions, but in a concise way that gets the message across quickly. The user doesn’t want to read a 5,000 word in-depth guide to tell them how to return a parcel, including ‘what is a parcel’ and ‘why a parcel is important’. Answer the question directly and to the point. Start out with a ‘yes’ or ‘no’ question if relevant and construct your narrative as if you were replying to someone asking the question. Save the long-form responses for a knowledge base.
Using accordions with FAQ is one way to present a lot of information in an organized format. Accordions also have the benefit of keeping a user on one page. Having to click through several sections to find a quick answer causes friction.
Pin top questions on the page to create an information hierarchy for the most commonly asked questions.
© Copyright The Deepak Anshdeep Group Designed by Kodesoft Technologies Pvt. Ltd
