Importance of FAQ Content for Your Business

[This article was written by Corey Doane.]

One of the most important pieces of content a business can have is frequently asked questions, or FAQ’s. Providing answers to common questions in an easy to find place shows great customer service and leaves your customers with a great user experience.

This article will highlight the importance and benefits of FAQ’s, and how business can build additional content from these topics.

What is FAQ content and why is it important for your website?

Frequently asked questions are simply answers to your users’ most common questions. This is one of the most important pages your business can have as it can drive traffic to your site, aid in overall user experience, help you understand your customer’s needs and provide users with a go-to source for any and all information related to your company.

GoodLife Home Loans is a great example of a simple but effective FAQ page. It is a go-to source for new and returning customers to gather answers to all the important questions they may need an answer to.

Benefits of FAQ Content

FAQ helps your business seem more authoritative as you provide actionable advice to your users. If you are aware of a current issue and post a solution early on, it can help mitigate customer dissatisfaction and help new customers avoid similar issues.

If your customers see that you are proactively providing helpful information, you will start to develop strong customer relationships.

Not only does FAQ content help customers, it also aids the company by cutting down on calls and emails regarding these common questions. This, in turn, frees up time and space for more complicated problems that require more in-depth research and answers.

FAQs are also important for search engine optimization. Customers will sometimes use third-party search engines rather than your website to find their answers. This makes your use of SEO critical to ensuring they’re given accurate support.

Creating Content Based on FAQ’s

By understanding your customer’s needs, you will be able to create additional content centered around the questions they’re asking. Readers are typically more inclined to read more compelling content than just a FAQ page, so be sure to include the questions in blog posts, infographics, videos, or in whatever creative way you see fit.

Make sure the questions are real questions people are asking. Have your customer service team keep you updated on trends in customer calls, and use webservices to track page visits to see what questions are most popular.

TransUnion ShareAble for Hires is a great example of how to use your FAQ’s to create additional content for your site. They created how-to videos based on their users most common questions. This is an effective strategy to provide customers with an exceptional user experience.

Tips for Writing FAQ Content

Organize your FAQ page based on categories:

  • How-to guides for common procedures
  • Troubleshooting for common and current issues
  • Warning information
  • Frequently asks questions about the company, terms of use, services or products

Determine what questions your users are most frequently asking and create content based around that question. For example, a how to guide or video tutorial for common procedures. This allows you to dive into more detail with your answer while remaining conversational and appealing to your audience.


Utilizing your FAQ’s to leverage your content is a great strategy for businesses to create fresh content that appeals to their users and drives more sales to their business. It shows the customer that you are interested in assisting their needs and being proactive in finding solutions. Providing your customers with these online resources can help boost your sales and establish your business’ credibility within the industry, while addressing your customers needs all in one convenient place.

Author Bio: Corey Doane is a contributing editor for 365 business tips. She has a B.S in Public Relations from San Jose State University and has experience in PR, marketing and communications.

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