How to Create Great FAQ Ecommerce Template - Inspiration Examples

FAQ stands for Frequently Asked Questions and it is a unique source of resources helping customers to make the right decision patronizing a website or company. The impact of the FAQ page on the customer is incomparable. It makes shopping a lot easier for the customer and provides helpful answers to the various questions the customer may have about that particular outlet and the services it offers. The FAQ page can help to clear the customer’s confusions that are capable of preventing a smooth purchasing activity.

Thanks to the FAQ page, the customer care agents will not have to deal with too many customers since the answers questions in the page can provide answers to many of the questions usually asked by the customers. It, therefore, reduce the number of employees the company will need at the customer care unit, helping the company to cut cost.  The company can equally use the FAQ page for content marketing; it can equally serve as a help centre or even a blog for its customers.   So every company should consider investing in the FAQ page. It may not be perfect from the start but you can build it over time. While there are specific questions that should be included in the FAQ page, new questions and answers can be included over time based on requests from customers.

If this is the first time you will be developing an FAQ ecommerce template, you can find help from Dhgate website. It will give you helpful hints on how to go about it. Nevertheless, we will provide a comprehensive template you can follow in this informative piece to help you set up formidable FAQ page for your ecommerce website.

Necessary features in an e-commerce FAQ page

The parts you should include in your ecommerce FAQ page are:

• General questions
• Payment
• Shipping
• Returns
• Other questions

We will consider each of these parts below.

General questions

Under this section, you can provide answers to some of the general questions asked by customers.  Good examples of the questions and the answers expected by the customers will be highlighted below:

• For how long have you been operating: Use this opportunity to inform the customers about how long your company had been operating.  You can include this question in the FAQ or simply create an About Us page for it on your website. Including it in the FAQ page will not be a bad idea though. 
• Is your company registered:  Customers concerned about security issues may want to know if your company is registered with the relevant agencies in your country as his can assure them of your brand’s reliability.  State the government agency that regulates your ecommerce site and also mention your registration number to enable the customers find out how true your claim is.       
• What is the status of my order: This question is usually asked by customers that have already placed an order on the items you are selling. They want to know if you have started processing, processed, or shipped their orders. They also want to know the Expected Time of Arrival (ETA).
• Can I change my order: Customers that have already placed an order want to know if they can replace an order after it has been placed. Some websites, like Dhgate, allows their customers such an opportunity, making ordering a lot more flexible for the customers.
• Where do you ship:  Customers want to know the areas covered by your shipping service. This way, they can know if you deliver close to their locations as this can determine if or not they buy from you.
• How long does it take to ship order:  This is a straightforward question via which customers want to know the time it will take for you to process and ship their orders. Some customers can use this as a comparison factor among companies in the same industry.         

Payment

• What payment method is acceptable: The customers want to know about your acceptable payment methods via this question. The payment methods that customers can use differ from one person to another, which the country of residence playing a very important role in this.  So, a customer wants to know which payment is available.
• Which currency is acceptable: Aside from the payment method supported on your website, the customer also wants to know about the various currency methods supported on your website.  This point is essential and must be included in your FAQ ecommerce template.
• What payment options do you offer? Some companies offer different payment options to their customers, like pay on delivery. You can use this opportunity to enlighten the customer if this payment option is available.
• How secure is your website: Thecustomer will want to know if your website is secure enough for payment processing lest their payment information get to the hands of unscrupulous elements, leading to identity theft.    

Shipping

This section will help to inform the customer about how shipping works on your ecommerce website.  All questions related to shipping can be grouped under this section. Some of the questions you can ask under this section are highlighted below. Note that the rules are not set on stones; you can always add new questions as time goes on based on your experience with customers.

• Where do you ship: This is where you tell the customers the particular areas covered by your company. Show them the particular places covered by your shipping services. You can also list out the towns, cities or ports covered by your delivery service under this question.
• How long will it take for you to ship orders? The customer wants to know the number of days or hours required by your company to send their items to them.  State clearly if shipping will take place on weekends or you will only process shipping during business days. If the number of days required for shipping depends on the location of the individuals, also state that under this question.
• Do you offer fast shipping: Let the customer know if you offer special shipping for those requiring urgent delivery.  If the special delivery offer will cost the customers something extra, you should also state that clearly under this question.  Dhgate, for example, offers fast shipping at no extra cost to the customers.
• Can I track my order while in transit: If your online company allows customers to track their order in transit, do not forget to also include it here. Easy tracking by customers will increase trust for your brand. So, you should consider including it if not yet.
• Must I be at home when the order arrives: Tell them if they must be at home to receive the order and what will happen if the shipping agent does not meet them at home  upon arrival.
• Will I pay tax for international shipping: You should only include this question and its accompanying answer if your company does international shipping. If so, state clearly how much the customer will have to pay as tax for international shipping. Customers are wary of this since it will increase the overhead cost of patronizing your products.     

Returns

In this section, the customer will want to know if your company offers returns in case they are not satisfied with the item delivered. You should include this section in the FAQ template since it is among the most commonly asked questions by customers.  Some of the questions you can consider including in this section are:

• Can customers return an order: Under this question, let your customers know if your company accepts return. If the item ordered is not satisfactory, let them know if your company is willing to accept responsibility for it.
• Do you allow me to exchange items:  after returning an item, the customer can either get a refund or replacement. Let your customers know the one you offer between the two.  Let them also know if you offer both. 
• Will I pay for returns: The customers will like to know if they will be responsible for the shipping cost of the returns.  Let them know if they will be the one to send the item back or if your company has a process for collecting returned items. Companies offering free returns will surely have upper hand in your industry.
• Does returns processing take a long time:  This is where your customers want to know how long it takes your company to process a return.  The period of concern refers to the period from when the customer sends the rejected item to when the replacement item arrives.

Other important questions

The questions we discussed above are the major ones expected in an FAQ ecommerce template. However, there are still some other questions that you should consider including to make shipping easier for the customers; we will highlight these other questions in this section.

• Does your company offer a referral program: You should use this opportunity to tell your customers if your ecommerce website offers a referral program via which you pay them for every customer they bring. If you are not offering that yet, you may want to take a cue from Dhgate’s referral program.
• How does your referral program works: This question can only apply to you if you are offering a referral program.  Your answer to this question should tell the customers and visitors how your referral program works in a simple language understandable to everyone
• How many languages does your website support: This is yet another common question asked by customers. State clearly the number of languages supported by your website.
• Where are your physical stores located: Tell the customers if you have physical stores and also inform them where those physical stores are located. You may leave out this question if your company operates a strictly online business      
• Are there warranties on the products you sell:  Let the customers know if you offer warranties on the products on sale and also state clearly the terms and condition surrounding the warranty. 

FAQ

How do I write an FAQ for my website?

Make sure the link to the FAQ age is easy to locate on your website.  Also constrict each question from the customer’s perspective. You should also represent the FAQ sheet in a question and answer format.  Do not forget to keep the questions and answers short lest you bore out the customer.  The FAQ page should provide straight answers to the questions and not links to another page.

How do I make an FAQ list?

The best way to make an FAQ list is to ask your customer care agents to list out the questions commonly asked by the customers.  If a particular question features multiple times, then that question deserves a place on your FAQ list. You may also want to add some general questions in the FAQ list.    

What is the difference between FAQ and Q&A

FAQ represents a set of questions and answers based on what the customer ask frequently. As its name implies, only frequently asked questions are featured in an FAQ page. Question and answers, on the other hand, represents a group of questions and answers on a particular topic, even if those questions and answers are not frequently required by the readers.  

Why FAQ is important in the website?

You can improve users experience on your website via the FAQ page.  It can assist the visitors to your website to navigate the site with ease.  You can equally boost organic search result for your website using the FAQ page and Google can select the FAQs as Featured Snippets to earn your website more traffic.  Never again will you have to hire many workers as customer care agents since the FAQ will do much of the work. You can equally build trust in the minds of the customers if your ecommerce website has a clear and concise FAQ page.

Does FAQ improve SEO?

Yes, FAQ can improve search engine optimization since it improves organic search or the website.  The answers you provide in your FAQ page go beyond meeting the needs of the customers and also provide answers to questions related to your industry, making your website an authority of sort. Search engines love websites that are authoritative, enabling your website to places on popular search engines.   

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