FAQ Page Best Practices for Singapore Online Businesses

FAQ page best practices in Singapore

Are you looking for FAQ page best practices in Singapore that will improve your website? This article will help you optimize your FAQ page like a professional.  If there is a website page that potential customer visit most and a majority Singapore website owners think about the least is the FAQ page. The About Page is also another ignored pages that cost businesses hundreds of dollars in sales.

Some content strategies are of the idea that that FAQ page is irrelevant in the modern digital marketing realm and you should not have one at all. Unknown to them is that this page has been around for so long that clients are inherently bent to look for it when they land on a website.

Customers rely on the content you post on this page to learn more about your brand, product, and services that you offer before placing an order. Therefore, applying FAQ page best practices in Singapore will make your website complete and enhance its ability to convert onlookers into customers.

What is an FAQ Page?

FAQ (Frequently asked questions) page is a website page that is dedicated to listing and comprehensively answering frequently asked questions from website visitors. These pages have been around since the revolution of the modern commercial web industry in Singapore.

They were first used on Usenet groups as stand-alone curated content and a navigation tool. E-commerce websites in Singapore and other parts of the world later on adopted the same format when they realized online customers could not always reach the support team or examine products physically.

In most cases, Singapore website designers use long-lists, drop-downs, and other modern formatting styles to create FAQ pages.

Should my Singapore Business Website Have an FAQ Page?

The Frequently Asked Questions or the FAQ page is among the most important pages in your website development. If you’ve yet to consider this section, you’re missing on a lot of things. It’s the page in which you visitors go to for answers to the questions they have in mind about your brand. There are a lot of benefits that presence of an FAQ page in your website design earns you in Singapore. These include:

  1. Works as a guide for the visitors

When visitors come to your site, they want to understand it to the fullest. They want to know your brand. Take an example you’re a dealer in a particular product; you need to have an FAQ page to attend to the questions customers have about the product. Having the answers ready will save you lots of potential customers. However, you need to be accurate in the information you offer and make it more informative. Such a website will earn you a lot of customers in Singapore. Also, most of these questions are easy to answer as they concern your site.

  1. Images your firm as an expert

Customers will be asking you questions as they find you an expert to solutions on their needs. They’ll ask you questions that relate to your business. It means that the issues raised are the ones that you’re familiar with in the store. Therefore, having an FAQ sections helps you image your business as an expert customer can refer to for answers.

Making sure that you reply to the questions in reliable information will help you quickly achieve this goal. Note that, competing companies are trying all means possible to draw your potential customers to their side. And this is the main reason you should offer excellent answers and appear as an expert. In this way, you’re able to acquire customers’ trust and loyalty. Customers can refer to your website for clarification. However, it’s advisable that you do regular updates so that your site status can remain the same.

  1. Improves your rank in SEO result pages

Today, the SEOs are using visitor’s satisfaction to rank websites. The more you enhance your visitors’ experience with your website, the higher the chances of getting a better rank. One way that you can achieve this goal is by including an FAQ page on your site.

Also, the FAQ sections offer the SEOs with excellent content that helps them to understand your business transparently. Using the FAQ page, you can post a lot of valuable text that informs about your site, products or services.

You can also consider the section important for accommodating long-tail keywords that are crucial for your site ranking in Google result pages. Note that, the higher position comes with a key-word rich content.

Note that, the more questions you answer, the higher the rank you achieve. As a result, you should consider answering detailed and specific issues in this section. Keep it in your mind that, you should only write relevant information.

  1. Helps to boost your sales

One way that you can consider to increase your sales is by generating an optimized FAQ section. Content optimisation should be an essential trait of this page. It’ll see your site visitors turn into real buyers. The only thing you need to do is tailor the answers to specific questions in a style that encourages customers to make purchases. You should consider internal linking in the solutions as a way of making sure that by clicking on the answer, one can access the store. You can also include stock photos in the section as well. Such a website will win you a lot of customers in Singapore.

  1. Solves your customers’ problems 

If you are to succeed in getting customers through the internet in Singapore, you need to make sure that your site answers all the customers concerns and questions. Even with the best content marketing template, it is not possible to anticipate and answer every question since different customers have varying needs and expectations.

Singapore business websites that are known to offer the best user experience anticipate and solve problems before potential customers have to find a solution to the issues themselves.

Online customers in Singapore and abroad are aware of this page and expect your website to have it.

Still unsure? Here are three questions that you should ask yourself to know if your Singapore business websites should have an FAQ page:

  • Does your sales or support team constantly deal with recurring service and product questions?
  • Are there questions your target customers ask frequently that cannot be easily solved using the existing pages on your site?
  • Does your site have outlier customers and use cases that have the potential of distracting potential customers if you addressed in them in the primary website content?

If your answer is YES to any or all the three questions, you should create a stellar FAQ page your Singapore audience.

What Questions Should I Include in My FAQ Page?

Think from the customer’s point of view when creating questions for your FAQ page. The questions should be logical. They should also be practical. The objective is to make the visitor confident in buying your items.

Alternatively, you can get question ideas from other parts on your website. Take a look at the questions in clients’ emails, call records, submissions forms, live chat, and social media. Keep a log of all queries and group the similar ones. If a question appears frequently, you should add it to your FAQ page.

Your customer care department, feedback from your Singapore website, social media, and emails from customers can also help you identify the right questions to include in the FAQ.

Visit your competitors and see what customers frequently ask. That may inspire you to offer excellent answers to questions.

Your FAQ page should cover as many questions as possible. This ensures that you serve the needs of a broad audience. It also means that your questions will not need long answers. 

FAQ Best Practices in Singapore

Here are the ways to create a high-converting FAQ page. If you implement them, you will get more conversions and increase your sales.

Optimise SEO 

When you make any improvements to your website, it should be in line with your SEO strategy. This includes creating a high-converting FAQ page.

The primary role of a FAQ page is to provide answers. Designers expect visitors to navigate to the page from other pages on the website. This is what happens in most instances.

You can configure your FAQ page so that it gets traffic directly from Google. To do this, use searchable terms in your questions. If you are a digital marketing company, ask ‘What is Digital Marketing?’

Using questions that customers are likely to search online means that your FAQ page can appear in SERPs. This drives more traffic to your site and increases the conversion rates.

Google is an excellent source for finding SEO-friendly questions. For instance, if you do digital marketing, type in keywords that are relevant to your niche. You could search for ‘digital marketing in Singapore’, and then look at the suggestions at the bottom of the page.

The suggestions should provide ideas on how to form questions for your FAQ page.

Additionally, you can improve SEO by designating landing pages for your questions. The only problem with this is the constant redirecting of visitors, which can be frustrating. You can overcome this by ensuring that your landing pages interlink with each other. Your website should also have a proper architecture and easy navigation.

You can also optimise the FAQ page by including primary and secondary keywords that you want to rank for in the answers. This move will greatly help to enhance on-site SEO and visibility of your Singapore website on search engines. Make sure you use them naturally in sentences to avoid compromising the flow of the surrounding sentences and the message you are passing.

Simplify the Navigation

One of the guaranteed ways of winning more customers in the Singapore digital marketing realm is by keeping things simple and straightforward. All parts of your website should offer a seamless browsing experience, including the FAQ page. If your visitors cannot find your FAQ page, they are likely to leave for another website.

The best approach is copying a real-life shopping experience. If a person walks into a shop, they will ask an employee to help them around. The worker might solve the problem or refer them to the right person. Ultimately, the shopper will find a solution to their challenge.

The most popular format in FAQ pages is questions followed by answers throughout the page. This means that users have to keep scrolling until they find what they are after. This is a tiresome process. A visitor might even miss the question they were looking for, leaving their problem unsolved.

Once you have a list of questions and answers that you have determined to be ideal for the FAQ page, think about how you are going to organise the FAQ page. If you have only identified five basic questions, a standard FAQ page will get the job done.

However, if your business is like the many brands in Singapore that have more than ten questions, make sure that the information is presented in the most professional way. Proper organization will ensure that this page offers the best user experience to your website visitors.

Remember, the main goal is to make sure that clients are able to find the information they are looking for about your brand, service, or product easily and quickly.

You could emulate the format used by Microsoft on their FAQ page.

The questions are divided into two broad categories – Windows and Office. This makes it easier for visitors to find a solution to their query. They will not waste time looking for Office-related answers in the Windows section, which would have been the case of the two sections were combined.

If you click on one of the sections, the menu expands. Even better, you are not redirected to a new page.

You can read all the questions without repeated scrolling. This makes it simple for users to find what they are after.

If Microsoft placed answers after each question, it would take up a much bigger space on the webpage. The layout would be unattractive, and it would take more time to find a specific question.

When a visitor does not find an answer on your FAQ page, it hurts your website conversion rate. On the contrary, an optimised FAQ page makes it easy for users to find answers. As a result, it boosts your conversions.

Group Questions Together

Just like other pages on your Singapore business website, the FAQ page should provide a seamless experience to every visitor. One of the surest ways of achieving this goal is by grouping the questions into categories. Each category should have a headline so that customers can tell which section to look into immediately they land on this page. 

FAQ page best practices in Singapore

Place Answers at the Lower Sections of the Page

In one of the recent articles published by Kissmetrics, grouping all the questions at the top section of the FAQ page will make it easier for website visitors to scan the page.

Go an extra mile and duplicate the questions you list at the top of the page with answers at the lower sections of the page. Make use of the “Jump” feature to help users find answers to the questions.

FAQ page best practices in Singapore

Identify Real Questions and Answer Them

A fantastic design and a proper layout are vital for providing an excellent user experience. However, the most crucial element of your FAQ page is the questions.

The FAQ page is meant to address frequently asked questions in the most succinct way possible. Identify real questions that your target audience asks and answer them in the simplest and most comprehensive way.

If you can anticipate a particular question, especially if your business is new, then you should figure out a way of answering it using your existing website content.

Avoid Adding Irrelevant Questions and Answers 

Keep in mind inventing questions just for the sake of filling up this page create noise and confusion. In fact, if you have recently chatted with clients, usually the questions that they ask about your brand and what it offers are different from the ones you would expect.

A common mistake made by websites is including irrelevant questions on the FAQ page. Questions such as the number of staff, your company’s hometown, and so forth are not useful to the customer. These belong to the ‘About Us’ section on your website.

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Adding irrelevant questions and answers confuses the visitors. It is also inconvenient. Visitors spend a lot of their time looking for answers to their queries, which translates to poor user experience. Always ensure that your questions are relevant to the user. 

Keep the Answers Short

The majority of websites in Singapore cannot get it right with the length of answers on their FAQ page. 

The answers must be short and precise. Do not dive into details in every question. This is a smart way of influencing users to visit other sections of your website. 

You can reduce the length of your answers by breaking down complex questions into simpler options. It is better to have 40 questions with short answers than 15 with long answers.

Use a Clear and Concise Voice

Another disadvantage of long answers is that it leaves the visitor with more questions. Make sure that your answers only have the most critical information. If the answer were long, it would end up confusing the visitor.

The answers that you write should be focussed on providing credible and amicable solutions, not pave the way for more questions or options. 

Questions and answers that you write in the FAQ should be clearly worded to avoid misleading or confusing the website visitors. 

Questions Should Be Timely and Relevant

You should not make your clients ask the same questions over and over again without providing an answer.

Updating your FAQ page regularly and creating laser-focussed website content can help address the new questions seamlessly.

Have Clear Objectives for Your FAQ Page

Ideally, your questions should aim to increase conversions and sales. For instance, if your company does digital marketing in Singapore, your questions should cover services offered, contract length, payment options, and so on. All of these impact the buying decision made by the visitor.

Your goal should also be to create educational content by answering the most relevant questions that potential customers are likely to ask before they convert. Desist from shoehorning a buyer’s guide into a standalone FAQ page.

Consider Linking to External Sources

While you do not want to send your Singapore customers in circles, the FAQ page is ideal for internal linking. Keep in mind that internal linking is one of the aspects that help Google bots to understand and index pages.

Make sure that the external sources you link to are directly related to the questions and supplement your answers.

Offer Added Support

The questions on your FAQ page cannot tell all about your business. Regardless of the quality of your layout and questions, some people will still need extra support. Offering this additional assistance could improve your ROI significantly.

Take a look at the Samsung FAQ page below. You will notice that they offered added support via phone calls and live chats.

The live chat pop-up window aims to help users who cannot find what they are after. Visitors do not have to go to the contacts page to reach customer support, which saves time. If a visitor prefers calling, they can click on the button at the bottom-right corner.

You could copy Samsung’s strategy to create a high-converting FAQ page. It takes an effort, but the results make it a worthwhile investment.

The above FAQ best practices in Singapore will help lower your site bounce rate, increase conversion rate, and improve user-experience. Let us shift gears and look at three more tips on how to get the most out of your Singapore website FAQ page.

How to Get the Most Out of Your FAQ Page

FAQ page offers countless opportunities to motivate clients who are not sure if they should proceed and make a purchase. Below are a few ideas, tips, and tricks that you can use to get the most from the newly optimised FAQ page on your Singapore website.

Emphasise Education

In one of the FAQ best practices in Singapore discussed earlier in this article, we talked about linking to external sources. These sources should supplement the answers not replace them.

FAQ page best practices in Singapore

Using the FAQ page on your site as an educational tool or platform is one of the easiest ways of helping potential customers become more informed about your Singapore Company and the solutions that it offers. When your orient this page towards educating prospects, you will be taken aback by how it will increase the credibility of your brand and trust among customers.

Enhance Brand’s Voice

Although your questions and answers are concise and clear, the FAQ page still offers an excellent opportunity to enhance your brand’s voice.

Note that this page is the customer service touchpoint; this means that this is where most of your clients are frazzled or in the worst-case scenario frustrated. Use it to show potential customers that your brand handles all clients and issues that arise with consideration and kindness.

Custom Retargeting

The first thing to note is that when users land on your FAQ page, they are already hooked and interested in learning more about your brand. Some of them need an extra reassurance before converting, but they already have the intent to place an order.

A small retargeting campaign that is highly customised for this select group of customers such as a free return, sample, or demo will encourage them to go ahead and buy. If you can, reassure them that your product delivers on its promise by allowing them to use it with no strings attached.

Extra tips

Writing an FAQ section is not a simple task. It needs you to first assume the role of the customer. You’ll never have it right if you answer the questions from the seller’s point of view. Here are more tips that you should consider adopting to generate an excellent FAQ section:

  • Generate questions and not statements, and this is what will make your FAQ page ideal. Note that comments might work for the same purpose but will not be as attractive as the questions.
  • Consider ordering the issues by their importance. Bring first the most asked questions and end with the least asked ones. You should know that customers think similarly and they’ll need answers to almost the same questions.
  • Don’t use the FAQ section as a way to promote your brand. In this section, your honesty is what attracts the customers even more. You should consider offering actual, and user-focused writings.

Key Takeaways

  • Ensure that your FAQ page is optimised for SEO
  • Provide the best user-experience on this page by categorising the questions. 
  • FAQ pages are a valuable resource to your visitors. The visitors to this page are often on the brink of purchasing. You should look to capitalise by providing relevant answers. Focus on the message that your website is all about and what it sells. Therefore, you should make your answers as brief as possible
  • Make sure that the section includes only the frequently asked questions. Besides wasting space, FAQ pages with irrelevant questions lower the credibility of your site.
  • You should not use dead-end answers. We advise that you include internal links in the answers that will help the customers to take actions. In this way, you’ll convert many of the visitors into customers.
  • Remember to provide added support to supplement the questions. Offer an immediate or alternative way of answering the question. These can include providing your email address, phone number, and Facebook username, among other ways. Therefore, a customer can easily make a call to you and inquire about the services you’re offering.

Closing Remarks

Were you stranded on how you can create an excellent FAQ section for your site or what are the benefits of having the page on your Singapore website? Now you know it better.

There are a lot of benefits, and the ones mentioned above are among the best. Also, with the above-listed tips in creating an FAQ section, you can make your website stand out unique. Consider paying attention to every point, and you’ll not regret your decisions to include this part in your site. 

These FAQ best practices in Singapore and tips on how to get the most from your FAQ page will enhance the performance of your Singapore website in terms of conversion rate, traffic, and user-experience. Be sure to update the page regularly to continue answering customers’ questions.

Get more custom recommendations on how to optimise your FAQ page by contacting our accredited website design and digital marketing team in Singapore. We look forward to hearing from you. 

Author Bio

Tom Koh is widely recognised as a leading SEO consultant in Asia who has worked to transform the online visibility of the leading organisations such as SingTel, Capitaland, Maybank, P&G, WWF, etc. Recently he was instrumental in consulting for a New York-based US$30B fund in an US$4Bn acquisition. Tom is a Computational Science graduate of the National University of Singapore. In his free time he performs pro-bono community work and traveling.
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