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They most likely won’t be having any problems explaining what they do or how their service works. Related reading: Creating Support Pages that Support Your Sales NetflixĮveryone knows Netflix. They allow customers to reach out in the manner that’s most convenient for them. Providing a variety of contact options on the FAQ page ensures that visitors don’t get frustrated if they don’t find the answer they’re looking for. Ideally, an FAQ page should act as a filter so that people don’t overload customer support with easily answerable questions. On Nixon’s FAQ page, they provide phone, email, and live chat options for getting in touch with support. Product-specific FAQs are an especially good choice for businesses like Nixon, who sell products that may have a lot of unique, highly technical use-cases. In some cases – namely, for their smartwatch – they link directly to a product-specific FAQ page. This lets them address questions relating to individual products, without overloading their main FAQ page with information that won’t apply to a majority of their visitors. However, they also have specific FAQs on some of their individual product pages. Nixon maintains a general FAQ page with their most common questions for cross-product topics like warranties and order support, along with top-level questions about watches and clothes. They provide product-specific FAQ sections. How does Nixon prioritize UX with their FAQs? The sheer variety of their product offerings means they need to change their FAQ approach to address several different visitor personas without being overwhelming. Their watches range from fashion-focused, to specialized sports utility pieces, to custom designs. Nixon is an ecommerce company focused on selling unique watches, along with clothing, bags, and other accessories. By getting out in front of a potentially negative question, they can reframe the issue and demonstrate the boldness inherent to their brand.
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They flip this difficult question on its head by reinforcing the narrative around who their customers are, and how they want their products to make you feel. They don’t have a satisfaction guarantee, but that’s why you have to be “brave and confident to buy a pair of OWL glasses.” Owl chooses to addresses the issue head-on. Some companies try to conceal this kind of shortcoming and hope that potential customers won’t notice. However, Owl doesn’t, putting them outside the industry norm.
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Many companies address this by offering try-on kits or free return shipping. One of the main concerns of people shopping for glasses online is choosing a pair that looks good on their face. It’s a calculated risk and it isn’t necessarily a good fit for all businesses, but can pay off when executed well. That’s why Owl choosing to inject levity and silliness into their FAQ makes their voice more visible than elsewhere. Many FAQs are purely functional, using bare-bones and matter-of-fact copy. Their target customer will browse several stores before deciding where to buy, so memorable and well-written FAQ copy may be the thing that sways them to buying from Owl. This distinctive copy makes them relatable and memorable. Owl shows their quirky persona in both questions and answers (“Damn, my prescription is incomplete. This choice is reflected in clever and unconventional design choices throughout their site, including on their FAQ page: Since they’re a boutique operation, a big part of their strategy involves having a quirky and unique brand voice. Owl Optics sells inexpensive-yet-stylish glasses and lenses out of Germany. That’s why we’ve created a list of FAQ examples to show you exactly what to do: Owl It might be hard to imagine how a humble FAQ page could do all of that. A good FAQ page can help you qualify leads, convert leads to customers, create a positive impression of your brand with new customers, and maintain loyalty with existing customers. In other words, someone looking at your FAQs is an opportunity to answer support questions and convert visitors to buyers. They’re looking for customer support following a purchase.They’re interested in what you have to offer, but they’re not sold yet.If someone is looking at your FAQ page, they’re probably doing one of two things: However, it remains a crucial point of communication with your site’s visitors. Your FAQ page will never be the most exciting part of your website (and if it is, you might have bigger problems).