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?

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 e-commerce 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. 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.

 FAQ Best Practices in Singapore

Identify Real Questions and Answer Them

As mentioned earlier, this page is meant to address frequently asked questions in the most succinctly way. 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.

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.

Your goal should be to create education 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.

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

Questions should be Timely and Relevant

The first thing that you need to note about this FAQ page best practice, is that 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.

Use a Clear and Concise Voice

One of the guaranteed ways of winning more customers in the Singapore digital marketing realm is by keeping things simple and straightforward. Questions and answers that you write in the FAQ should be clearly worded to avoid misleading or confusing the website visitors.

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

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.

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.

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.

FAQ page best practices in Singapore

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.

The above six 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 on 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 touch point; 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.

Optimal User Experience & SEO

Provide the best user-experience on this page by categorising the questions in groups. Educational assets that you decide to add should be grouped together for easier access.

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.

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.

Closing Remarks

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 the CEO of MediaOne, a leading Asia digital agency. He comes packed with 2 decades of international digital marketing experience. In his spare time of maybe 20 minutes a day, he loves coaching, blogging about all things digital and trying to figure out how to make his dog do the roll.
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April 26, 2019

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