How to Create an FAQ Page

An FAQ page is a centralized spot for users and potential customers to find answers quickly. These questions can range from shipping and delivery costs to information on cancellation policies or your in-person location. Whatever questions you think your audience will need answered, an FAQ page is an intuitive place to put them. They’re an essential website feature for good customer service and satisfaction. 

This guide will cover what an FAQ page is and why it’s beneficial to create one, along with the steps and examples to help you create an effective FAQ. 

What is an FAQ page?

An FAQ page answers some of the most common questions you get from clients or customers. A great FAQ comes down to a few factors: simple and plain language, common questions with clear and actionable answers, and ease of use. 

Your FAQ page can help users wherever they are in their customer journey. Even a casual browser will find an FAQ helpful and help them trust your brand. Answers to questions on business policies and practices, product information, or contact information can all live on an FAQ page. 

What are the benefits of having an FAQ page?

There are a number of benefits of having an FAQ page for both you and your customers or users, from time-savings to marketing and relationship-building.

• Time-saving: Rather than having users dig for information, you can put it all in one spot. This keeps them browsing your site and saves you time personally answering common questions.

• Search engine optimization (SEO): An FAQ page can help you drive more traffic from organic search to your website. It provides you with another opportunity to target keywords and questions relevant to your business. This can provide more visibility to your brand.

• Conversion: By helping your customers more easily understand your business, product, or service, you may increase your chances of converting them. If you cover common concerns and questions, it’s more likely someone has the details they need to follow through on a purchase, booking, or sign-up.

• Trust-building: An FAQ page can help build trust between you and your website visitors. It lets them know you care enough to provide answers to their queries. It also sets expectations around returns, refunds, or cancellations so potential customers and clients feel they can trust you with their money.

• Better user experience: User experience is a key consideration for every website. An FAQ page can improve the overall experience. Rather than aimlessly look for common information, visitors can find exactly what they’re looking for in a few clicks. 

8 steps to creating your own FAQ page

An effective FAQ page is easy to browse and attuned to the needs of your website visitors. Follow these steps to make an FAQ page for your website that builds confidence in your brand. 

1. Gather your frequently asked questions 

Begin by collecting questions that your customers might need answered. Below, we’ll share some example questions to help you brainstorm, but consider starting with a “who, what, where, why, and how” formula. Critical information like location, contact, what your business is, and what you offer are a great starting point. 

Another place to look for questions is from your customers. Do you have an inbox you monitor for customer queries on email or social media? Have customers left comments and queries on your public posts? Pull out the questions you get regularly and consider questions you might have for a business like yours. 

2. Write clear, concise, and friendly answers

Be factual, concise, and clear in answering questions for your FAQ page. The more plain the language you use, the better chance you have at communicating effectively. Keep your answers to a few sentences—no more than three or four. 

FAQ pages are also a great place to incorporate SEO keywords and strategies. Potential buyers and followers are online asking questions in search engines. Bring them to your website by adding those keywords or questions to an FAQ page. 

3. Organize and design your FAQ for usability and accessibility

People often scan instead of read. Many will approach a webpage with an idea of what information they’re searching for. With that in mind, keep your FAQ page organized and designed so that it’s easy to navigate. 

Answer some of the easiest questions first (e.g., what your business is) then get more specific (e.g., shipping and return policies). Or create FAQ categories with headings for different types of questions.

Keep the questions to a minimum or use accordion menus to expand and collapse answers. If a page is too dense with text, users are likely to jump off and try to find information elsewhere. 

4. Link out to longer policies

If your responses are more complicated and require longer text, build out a separate landing page that you can link out to. Too much text can overwhelm visitors and make the information hard to reach. Create a separate web page for cases where the details are important, like with cancellation, shipping, or return policies. Then give a short summary in your FAQ response and direct them to the detailed policy page.

5. Give visitors a place to go if they have additional questions

Incorporate different ways for customers to contact you if they need additional information or have a question that isn’t answered in your FAQ. These could include a chatbot or widget that helps users speak to a virtual or live agent. Or keep it simple with a link to a contact page or customer service email address.

On your contact page, you can embed a contact form or specifically list contact information for specific types of queries, like an email address for order questions vs. general queries. 

6. Make your FAQ page easy to find

Keep your FAQ page in an accessible spot. Consider including the page or a resources tab in your navigation that links out to the FAQ and other sub-pages like your contact or policies pages. Adding to your navigation at the top or bottom of the webpage is usually the best as that’s where users will look first.

You can also link the page from your social media profile’s link in bio, your email signature, or relevant pages on your website, like your product or store pages.

7. Publish and track page activity

Once your FAQ page is ready, it’s time to publish. Measure the page’s performance to ensure it’s helping visitors. Depending on how your page is organized, you can measure page views, the time visitors spend on the page, and whether they click to another page after visiting your FAQ.

Monitoring your FAQ page’s performance is useful to understand whether visitors are finding the page and whether it’s keeping their attention by answering their questions. For example, if your customers are routinely clicking to your contact page to reach out with more questions, you may need to adjust the FAQ to fit their needs. 

Learn more about website performance analytics

8. Keep your FAQ page updated

The information on your FAQ page isn’t set in stone. As your business evolves, or if you add new products or change your policies, you’ll need to keep the information there fresh. Make sure to review your FAQ page at least once per year to ensure all of the information is accurate. 

Whenever you change a major part of your operations, such as a store location or a shipping policy, make sure you prioritize updating the page so your customers don’t miss a beat. 

FAQ templates 

Below are some example questions to use as a starting point for your own FAQ page. Each is generalized and can be amended to be more specific for your business. 

General questions for an FAQ page: 

• What is [INSERT BUSINESS NAME] and how does it work? 

• What products and/or services does [INSERT BUSINESS NAME] offer?

• Where are you located?

Product questions for an FAQ page: 

• What products does [INSERT BUSINESS NAME] offer?

• How do these products work?

• What are these products made of? 

• What are the key features of this product? 

Customer service questions for an FAQ page: 

• Who do I contact for support? 

• When can I expect a response to my question?

• What is the best way to contact you?

Membership or subscription management questions for an FAQ page:

• How do I recover my login and password information?

• How do I delete my account? 

• How do I change my payment information? 

• How do I change my billing information?

Scheduling questions for an FAQ page: 

• Until when I can reschedule an appointment?

• What is your cancellation policy? 

• Will I be charged for cancelling an appointment? 

Shipping and return policies for an FAQ page: 

• What is [INSERT BUSINESS NAME] shipping policy?

• How do I track my order?

• Can I cancel my order?

• What is the return policy?

How to add or build an FAQ page on Squarespace

There are a couple of ways to add an FAQ page to your Squarespace website. 

1. Add a blank page and create your desired layout from scratch. This allows you to fully customize the design of your FAQ page. 

2. Create an FAQ page with a pre-designed page layout. You replace the placeholder text and keep the design as is or make smaller layout adjustments to fit it to your needs. 

It can be helpful to browse websites similar to yours, too. Look at how others set up their FAQ pages and what questions they answer and use that to inspire your final design.