How a Well-Organized FAQ Section Can Boost Customer Satisfaction

Many brands often drop a few FAQs on their page and call it a day. They don't think about the context of the information the user is looking for. You need to make sure yours are actually helping users clear objections so that they continue—or start—using your service.

Below, I'll explain some stand out features of a well-organized FAQ section and explain why it works.

» Create FAQs for your website 11x faster with a video documentation tool

Why You Need an FAQ Section

All users in the post-sales stages will encounter issues that need to be resolved. Let's say you work for a marketing tech company and have just acquired Pepsi as a client. Their implementation team is located 12 hours ahead of you and your internal support staff.

To effectively support Pepsi's implementation team, create a detailed knowledge base containing high-quality resources that address any potential questions. This proactive approach empowers them with the necessary information for a successful service rollout.

» Learn to create articles for your FAQ knowledge base

Key Elements of a Well-Organized FAQ Section

1. A Search Function 

Does your FAQ page have a search function? Let's say you’re looking for concert tickets on a popular reseller platform. You try to to find your favorite artist’s upcoming concert, but you don’t see their name in any dropdown menu. Odds are you're leaving that page qucker than you found it.

With a direct path to resources, you're helping the user solve their issue quickly—boosting your CSAT score.

» Find out how to improve your CSAT score

2. Find a Visible Location for the FAQ Section

We live in an era of instant gratification and it plays a big part in why people spend time, money, or both with specific brands. I used to manage an eCommerce brand with an Amazon store front. Know how long a customer needed to place the order? 2 minutes. Even less if we added a sale.

One common oversight in many e-commerce websites is the lack of a prominent FAQ section, which reduces the need for direct contact and improves overall satisfaction.

Spotify provides a great example of what a clearly placed support button looks like:

It leads to a search bar with quick links for even more efficiency:

» Discover how to answer customer queries with personalized videos

3. Consider Formatting

A traditional FAQ article with screenshots might suffice. But, in my experience, video tutorials are a straightforward way to show processes. For example, you can use guidde to create a gallery of clips that combine visual walkthroughs and verbal cues.

You click capture from our browser extension or desktop app and click stop when you’re done—sit back and we'll do the rest. Our AI transcribes your actions in real-time, writing a description of what you did.

Check out how easy it is:

You can even add annotations within the video tutorial to ensure inclusivity for hearing impaired users. Sharing your guiddes is simple. All you need to do is click the share button and paste the code into a platform like Zendesk.

» Install a free Chrome extension and make your first video guide

4. Ensure the Information is Relevant

According to a recent Salesforce survey:

• 61% of customers say that they prefer self service solutions.
• 65% expect human interaction when they reach out

Customers' first instinct is often to search your website for a solution. A well-organized FAQ layout shows you prioritize their experience. You can let users know that you value their feedback by making sure it's up-to-date with the latest issues they are having.

Use your data to ensure you're addressing the right questions for your customer base. You should identify relevant topics by looking at keywords from emails, call notes, or ticket submissions.

For a lot of e-commerce platforms—especially those shipping physical products—the burning question is, "When will my order ship?" You can tackle it by showing a map that locates your distribution center and the estimated shipping times to different zones. A map with the breakdown of carriers for each zone can also be helpful.

» Discover the do's and don'ts of support

How to Maintain Customer Satisfaction

Have you implemented an FAQ section customers but the ticket volume didn't drop? You can establish a baseline and measure any improvements achieve. Some other KPIs you can track are first contact solution, customer effort, and resolution method.

You should also ensure consistency across all channels—social media, email, chat, it doesn't matter. Your customer always gets the same level of service, so they build trust trust in your brand.

Your Secret Weapon for Satisfied Customers

A well-organized FAQ section is a valuable asset for any business seeking to enhance customer satisfaction. By providing clear, concise, and easily accessible answers to common questions, you can reduce frustration

Ultimately, investing time and effort into creating a high-quality FAQ section is a strategic decision that can yield significant benefits in terms of customer experience and business success.

» Start creating FAQs for your website with a video documentation tool