A Shopify Frequently Asked Questions (FAQ) page is one of the most visited pages on any eCommerce site, like your About and Contact pages. With a well-thought-out FAQ page, you’ll save the expense of having your team answer the same questions repeatedly, build trust in your brand and help customers make buying decisions quickly because they have the answers they need.
Why Add a FAQ Page to Your Ecommerce Store?
When customers shop online, there are questions. Their questions are typically the same, like shipping, returns, product info, order tracking, and more. A Shopify FAQ page lists these questions and provides the answers right on the page. But the best FAQ pages, especially for eCommerce sites, DoDropshipping.com explains they act as “an automated customer support page or a simplified product manual.”
Store Ya Blog adds that a helpful FAQ page “helps establish trust and can turn a looker into a buyer by easing their mind.” It works whether someone is visiting for the first time or coming back to buy again, since either way a clear FAQ page builds trust faster than making them dig for answers. Store Ya Blog also found that a properly set-up FAQ page boosts your SEO ranking.
The Best Ecommerce FAQ pages
A well-thought-out FAQ page built to improve the customer experience naturally boosts SEO because the FAQ pages and sections are “incorporating long-tail keywords and questions that potential searchers may use.” Store Ya Blog shows it’s a simple method to connect related blog topics, further building trust by giving your customers valuable information. Blog posts related to your FAQ pages offer “inbound link opportunities.”
What to Include in an Online Store FAQ page?
Whatever platform your eCommerce site runs on, Shopify or otherwise, your FAQ page content needs to answer common questions clearly and keep the experience positive. Using a sample FAQ template for Shopify or other eCommerce sites gives you some classic pieces to start from and helps your store stand out from the crowd. Remember, your Shopify or other eCommerce FAQ pages often have:
- Popular questions
- Clear answers
- Images or videos
- Call to action (move visitors back into a sales funnel)
The fastest way to find what belongs on the page is to pull your actual pre-sale support tickets or chat logs from the last month and see which questions come up again and again. A FAQ page built from guesses about what customers might ask tends to answer the questions the company wants to answer; one built from real tickets answers the questions that are actually stopping people from buying.
Shopify FAQ Page Examples
These Shopify FAQ pages helpfully answer common questions while building trust with consistent branding, SEO-boosting cross-linking, and some usual visuals to enhance the FAQ experience.
- United by Blue - divided into sections for easy navigation
- Colorado Crafted Box - short, fun answers to match the brand
- Comprehensive Cranium Care - conveys brand voice with helpful but spunky answers
- Shwood - visual with cross-linking helpful for SEO ranking
- Press - clean, clear, and concise that matches company branding
Best Shopify FAQ Apps
- POWR.io offers FAQ Page & Help Center - keep your FAQ page clean with accordion-style questions and answers.
- Vertex LV combines a HelpCenter | FAQ & HelpDesk - enhance your FAQ with this free app that includes a help center ideal for a busy Shopify store.
- EnormApps provides another option for FAQ & Accordions - this app also allows customers to submit questions to keep your FAQ page current.
- Reamaze fulfills next-level customer support with Live Chat & Helpdesk - utilizes chatbots and other support options to bring everything together.
Training your Customer Support Reps
But having just a FAQ page on your ecommerce site is not enough. It's likely that it won't answer all the questions that your customers might have. So providing human customer support is still important to ensure customer satisfaction. Check out our blog post - Training A Customer Support Team Member The Right Way for more tips on how to give your customer support reps the right product training and troubleshooting guidelines.
