FAQ page improves user experience
- Alex Do (Unlicensed)
By compiling answers to common questions on every possible topic related to your value of the app and related features as well as your business, an FAQ page gives users a central place to find the answers they need.
Tip:
If your FAQ page has more than 10 entries, add categories to make it easier for users to find what they’re looking for.
Group sections or categories into user groups (company admins and members)
FAQ helps users find information in one place
Most of the answers in your FAQ section might exist elsewhere on your webpage; the difficulty for your tenants and/or employees is that they might not be that easy to find or are all not combined in one place.
The FAQ section serves as a way to point them where they need to go; whether that is another feature in the app, a webpage link, or a blog post they might not have found otherwise.
Not only does an FAQ with links to related content provide tenants and/or employees with a deeper experience in your app and drive engagement, but it also boosts your traffic on your webpage (if the links you provide in the app are related to your webpage), which is an important search engine ranking factor online.
Tip:
Keep FAQ answers short and include links with more in-depth information via a link, if required.
FAQ saves you time and costs on support
By providing a single place to get answers to commonly asked questions, you give your tenants and/or employees an initial place to go when they otherwise might have picked up the phone to call you.
With a good FAQ page in place to answer basic questions, your teams (i.e facility management, property management, reception, HR, IT, etc.) can spend their time helping with more complicated issues.
Tip:
Your FAQ page is meant to supplement your human customer service, not replace it. Always give users a way to contact you if they haven’t found the answer they need via Help Center or contact details in the FAQ section.
FAQ can be a source of content ideas
All of your content should aim to provide value to tenants and/or employees, either by solving problems, answering questions, or improving their day-to-day in the office in some way.
What better place to find content ideas than a page containing every problem or question your audience might have? The app was built for them so you want to make sure you close the feedback loop.
Tip:
Create at least one piece of content for each FAQ that engages your tenants and/or employees to provide feedback on content and submit new ideas via the Help Center.
FAQ establishes trust and helps with conversion
Creating an extensive FAQ section shows your tenants and/or employees that you are invested in helping them find solutions and value, and that will go a long way toward creating a sense of trust for your brand.
Providing comprehensive answers to common questions also demonstrates thought leadership and authority within your industry, which makes your app more confident about doing business with your company.
Tip:
Be honest and straightforward with all your answers.
FAQ lets you quickly address new issues
The FAQ section should not be static, it should be an evolving record of customer concerns and interactions.
When you make a change to a product or policy, even if it's a small one that doesn't warrant a press release or formal announcement, add it to your FAQ section so customers have access to the most up-to-date information.
Tip:
Regularly ask your customer-facing employees if they are hearing any new questions from tenants and/or employees, and provide answers to them via the in-app FAQ section.
FAQ helps you understand tenants and employees
Actively trying to identify questions your tenants and/or employees might need answers to will do more than fill up your FAQ section.
It will give you deeper insight into your customers’ needs, desires, and challenges in a way that will positively shape every aspect of your business, from feature improvement suggestions to marketing/content or customer service.
FAQ page can also be a great way to tell them what you want them to know about your products and services; start with a great value point as the “answer” and work to the question as a way of creating excitement for your products and services without an actual sales pitch.
Tip: Find common questions for your FAQ section by asking tenant/employee-facing team members and monitoring mentions on social media.