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Why you should include the FAQ page in your website

27 November 2012

So now you’ve got a brand new website which is created to represent your business on the Internet. You check out the statistics of your websites, the views of the page, the links, etc. to make sure that everything is working well. Besides, you’re receiving emails from your visitors and letters with the price or maybe certain questions.

At this stage it’s high time to sit back and take a look at your own website one more time, examine its subject (or subjects). What is the general theme of the site? What are the goals that you’re trying to accomplish? Visualize your website and think about it as if you were a new visitor. How much information does your site provide? If you were in the shoes of your customers, what kind of questions would you be likely to ask? Write down all those questions on paper or type them into a document every time as you think of a new one.

By writing down such questions, you’re creating a list of frequently asked questions (which is usually abbreviated as FAQ). These are the questions that your visitors may have about you, the subject of the site, the product, service, shipping, etc. Basically, any question is valid as long as it’s helpful to your users.

Let’s create, for example, a website about railroading. What questions would you have if you’ve come to such website? The first things you’d like to know “what is it?” “when did it start?” “how much does it cost?” “why does this site exist?” and “who is the developer?”

If you didn’t know, the last question is really important, more important than it seems from the first glance. Putting a face behind the site significantly increases its credibility and authoritativeness. Now you will have more chances to obtain the repeat customers who would return, tell their friends about your site and make a purchase (in case your website is commercial). Those people who say that you shouldn’t incorporate information about the developer are seriously mistaken. Obviously, they just don’t understand the human nature. People would trust another person far more easier than a machine or a web site.

Keep your answers short and to the point. There’s no sense in duplicating the content of your website on the FAQ page. Give your visitors some quick answers to their inquiries and get them interested in looking around your site further. FAQ is a great tool to give answers on simple questions that your visitors may have before they send you an email.

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