One of the top website design mistakes I often see involves FAQ Pages.
FAQ also known as Frequently Asked Questions is a web page that typically lists questions frequently asked by users of a website, product or service. The answers are normally provided with the questions.
What I find with most FAQ pages are the following mistakes:
The questions on the FAQ page are not from an actual customer but are simply the company assuming what questions someone might have.
I saw questions and answers that no one in the right mind would ask. This not a page to be cute with. Leave off the humorous and irrelevant questions.
The questions and answers are so basic, they don’t answer anything.
The FAQ text is so small it is difficult to read.
If you have a FAQ page, when was the last time you updated the page?
I saw one FAQ page that looked like sales and marketing finally got together on something. The page was written like a sales pitch. Every question was answered with an upsell.
On one page, I had no idea what the FAQ’s were regarding. Were these FAQs on how to use their website or a particular product they sold. It was not clear.
One lengthy FAQ page was well written and had some easy steps to follow. The FAQ page was not available as a PDF and when I tried to print the page, it was not set up right to print.
There are times when a FAQ page isn’t necessary. Providing excellent customer service can sometimes take the place of a FAQ page. But many people search for answers on your website so having a page for frequently asked questions is important. I’ve provided the things not to do. In a follow-up blog post I will give you tips on recommendations to include on a FAQ page.
How do you feel about FAQ pages? Please use the comments below to let us know.