2020 brought a significant change in the retail industry.
The Coronavirus Pandemic forced most countries around the globe to introduce curfew & lockdowns to stop the spread of COVID-19.
This, in turn, resulted into a major shift in consumer behavior where people who never considered online shopping started to buy things online.
And so for eCommerce stores, it became more important than ever to make the purchasing journey as smooth as possible.
Now, one of the ways to make consumers’ online shopping journey as smooth as possible is by providing detailed & accurate information that answers all their questions.
And the best way to achieve that is through an FAQ page.
What is FAQ Page?
FAQ stands for Frequently Asked Questions and the FAQ page is one of the most important yet highly neglected elements of an eCommerce store.
It basically informs & navigates the customers throughout your eCommerce store and helps to make the right purchasing decisions.
Not only that but it also eliminates the need to answer the same common questions over and over again since they’ll be answered on the FAQ page.
However, it is crucial to optimize the FAQ page of your eCommerce store correctly if you want to make the most out of it.
5 Best Tips to Optimize FAQ Page of eCommerce Store
- Use Data to Identify The Most Frequently Asked Questions
- Write Clear & Concise Answers
- Organize FAQ Page into Different Sections
- Add a Search Bar to Improve User Experience
- Monitor & Update Your FAQ Page On a Regular Basis
Let’s dive deep into the each tip to get most out of FAQ Page of you Magento 2 eCommerce Store.
1 – Use Data to Identify The Most Frequently Asked Questions
The first thing you need to get started is to write down all the questions that you’ve received from your potential customers up to this point via social media, customer support, & support tickets.
Once you’ve all the questions written down, sort it by the frequency to identify which topics aren’t covered well enough on your eCommerce store.
This will help to prepare a top-notch FAQ page with the most frequently asked questions.
2 – Write Clear & Concise Answers
The next step to optimize the FAQ page in your eCommerce store is to write clear and concise answers to the most frequently asked questions you identified earlier.
When writing answers, make sure that they’re educational, honest, informative, and offer further help via customer support. In fact, you can even screenshots & videos wherever required in case further detailed explanation is needed.
This will give your customers additional value and help you to build trust among potential customers.
Remember, the purpose of the FAQ page is to answer their queries and guide them through various shopping stages.
3 – Organize FAQ Page into Different Sections
Almost all eCommerce stores have their own return policy, handling fees, and a lot more, you’ll have to include a ton of questions into the FAQ page of your eCommerce store.
So, it is important to avoid creating clutter and organize the FAQs into different sections.
You can do so by conducting a thorough analysis & group all questions into appropriate sections. In addition, you should also consider creating a top-notch design to make your FAQ page attractive use.
If you need design inspiration, check out the 25 best FAQ page design examples by Search Engine Journal.
4 – Add a Search Bar to Improve User Experience
You may think that making the FAQ page searchable is overkill but it’s actually not.
This is because the FAQ page in eCommerce stores often has a lot of information. And even though you’ve organized questions into different sections, it can be still overwhelming for customers to find the information they need, which can result in potential customers leaving your site.
To prevent this from happening, it is recommended to add a search bar feature to make the overall experience better & enjoyable for customers.
5 – Monitor & Update Your FAQ Page On a Regular Basis
Lastly, it’s critical to monitor the performance of your FAQ page and update it on a regular basis.
To properly monitor your FAQ page, we suggest starting with Hotjar recordings as well as heatmap analysis to understand how users have been interacting with your eCommerce store.
Specifically, you need to find out whether they’re finding everything within a few clicks and how long they’re staying on an individual section or page.
In addition to this, your customer support is also a great source of information. Ideally, you should look for any new repeated questions your support team has received recently. If there are, make sure to revise relevant the answers on the FAQ page.
Ultimately, your goal should be to regularly update the FAQ page on your eCommerce store in order to answer all your customers’ questions with clear and concise information.
“Also Read: How to Configure Product Question FAQ Extension to Magento 2?”
Ending Note
So these are the 5 best tips to optimize the FAQ page on your eCommerce store.
Now, if your eCommerce store is based on Magento 2 platform, then we’ve good news for you.
It is extremely easy to create a highly optimized FAQ page on your Magento 2 store by integrating the Magento 2 Product Questions and FAQ Extension.
The extension is loaded with tons of useful features along with multiple layout options to help you maximize the impact of your FAQ page.
Also, you can refer this Magento 2 FAQ and Product Questions Extension’s FAQ Page for most common questions and it’s answers.
With that being said, if you’ve any questions regarding the extension or need our professional assistance, feel free to contact us anytime for help.
