What is an FAQ page?

An FAQ (Frequently Asked Questions) page is a key part of a knowledge base because it addresses the most common questions customers have and is useful to customers at all stages of the customer journey. FAQs start with a question and then answer it concisely. Within a knowledge base template, FAQs can function as their own articles (e.g., “How do I set up a password?”) or be incorporated into a longer series (e.g., “How to get started with your account”). Outside of the help center, a chatbot can also provide support through FAQs.

How to create an FAQ page

If you want to make an FAQ section that resonates with your customers, don’t just slap some ordinary questions and answers on a site page. Carefully think about what questions to include, consider who will answer (and how), and offer next-step solutions for when FAQs aren’t enough.

Tips for writing a good FAQ page

  1. Use data to pick the right questions
  2. Form clear criteria around responding
  3. Offer multiple solutions
  4. Track your progress
  5. Make your FAQ page easy to find