Why an FAQ Page is Important For Your Website
Years ago, the Philippine Animal Welfare Society (PAWS) in Manila, Philippines encountered a serious problem. Animal rescue volunteers were complaining that the PAWS organization was not spending enough time answering phone calls related to potential animal rescue situations. It got to the point that harsh words were being posted at the PAWS Multiply.com blog site, criticizing the leadership of the PAWS organization. Fortunately, one volunteer suggested that PAWS set up its own Frequently Asked Questions (FAQ) page on their site so that all future queries about common concerns related to animal rescues could be answered via the FAQ page. This helped stem the flood of criticisms and brought back some normalcy to the PAWS day-to-day operations.
This incident is a good example of why your company website needs an FAQ page. True, the PAWS organization in the story is a non-profit but the lesson remains the same – when an organization lacks manpower and resources to provide answers to each and every phone call or email then it seriously needs an FAQ page to reduce the burden on the organization’s personnel of providing information fast and accurately. All businesses are organizations so the FAQ page will help your profit-oriented organization manage inquiries coming from your different audiences.
You might be wondering why we said “audiences”. Well, the truth is that a company has different audiences. The most obvious audience is consumers (sometimes better known as customers). But there are many other audiences that a company has to deal with including suppliers, government agencies, non-government organizations (such as non-profit organizations), banks and similar financial institutions, as well as the public at large. With so many audiences to deal with, not every company has the manpower to be able to deal with and reply to all their queries on a daily basis. And not every company has manpower on call on a 24/7 basis – for example, many companies are closed on weekends in their respective cities and countries, as well as on holidays. Only the more financially stable and established companies are able to maintain a 24/7 hotline for customer service purposes, and even then the customer service staff may find themselves flooded with tickets for inquiries, comments, complaints and suggestions. Thus, an FAQ page is actually a good idea to help lessen the burden on your company.
The content of an FAQ page depends on the industry that your company operates in. However, there are some commonalities across all industries that can be observed. Here are some common questions that all companies should probably place in their FAQ page online:
As you can see, making an FAQ page is not really that hard. It will however require time, energy, effort, intelligence and patience to make one. Do set up one now at your company website so that the people you serve and you will get better results from your company operations today.
Written By Daryl Diemer – Founder of Diemer Corp
August 13, 2014