SaaS is a services product software that aims to be active for a longer time. These software programs are flexible, user friendly and easily available worldwide. The key to be successful in any aspects is to value your customer knowing the golden words “customer is the king” regardless of you being the founder of amazing startup or you run an established brand with wide range of best sellers’ products, taking care of what your customer needs should always be a priority.
At times, even the experience users face issues while working with applications and non-tangible services in terms of new updates, plan changes, new features, account settings etc. Moreover, it is also obvious yet important to mention that new subscribers or the ones who are not familiar with new technologies or features, can come across software handling issues.
Being an ideal business runner, ensuring a carefree and smooth flow of experience to your user or audiences is your responsibility and for this you have to be fully prepared and witty to answer any kind of query or issue that your audience are facing.
A free of hassle and feasible method to tackle these issues will be answers to the common questions that your customers or audience might have regarding your services, keep them in one place so that they won’t have any problem finding these. This solution is called FAQ page which is abbreviated form of Frequently Asked Questions Page.
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Many of the websites cater it as a Help Centre, which is a representation of hub page dedicated for questions and answers commonly asked by the audience and help them to go through. Moreover, an ideal FAQ page is dedicated to perform more things than this. This practice can help to bring your website on top of the search engine which means SERPs (Search Engine Results Pages) rank improves. To get more leads, this FAQ pages benefit by serving as a research engine that will turn leads in conversion. Eventually it improves brand image and give boost to the promotion of your business, products, services and new features.
For a detailed understanding of the FAQ page’s importance and the way of taking benefit by its implementation, we have catered some essential tips to create an influential SaaS product’s FAQ page.
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Advantages of Getting a Business FAQ Page
The main functionality of this FAQ page or help Centre is to provide services having knowledge, structured supply and easy or accessible navigation of general information that your audience might want to ask regarding your SaaS product.
Even though, Customer Support’s direct contact is always preferable by some of the audience concerning the questions which are related to the products, while majority of the people do not want to waste the time over unnecessary experiences of internet. Whenever they seek an instant solution of their problems, the very first thought comes of user manual, FAQ page, help center and help section of that particular business. Such service is known with different names but each one of these serves the same purpose. Below are the benefits of dedicated FAQ page for a business that anyone incorporate for better results.
- Easy and quick support can be given in FAQ page for your targeted audience that they had been searching for.
- Having a FAQ page on the official website identifies that you care for your audience by providing them answers instantly over a single click without wasting time.
- Looking it in long term, it helps to give your customers useful answers and customer support that save you from hassle and do not take much time, on the other hand, you staff will not be constantly bombarded with basic questions and they could focus on other responsibilities as well.
- One more advantage of FAQ page that we cannot ignore is, such pages are configured properly and beneficial in taking your business’s rank on the top of Google utilizing the keywords strategy to make it SEO friendly as well.
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- Easy to Access FAQ Page
Firstly, the access for your business FAQ page should be easy and understandable to your audience. The users are habitual of looking for a FAQ page in the footers of website and in the main menu navigations. To make sure that your customers get FAQ without any hassle, add the link to FAQ page in both these areas.
If your FAQ page’s access is easy for your audience then it means you have succeeded in saving your audience from the annoying and time-consuming browsing of the website that might result in lose of interest from users end. Benefit of adding FAQ at the right place is that your audience can get more time to explore the products of their interest, thus generate leads and conversions on your website.
For example, Dropbox has a dedicated page for customer support with instant answers in organized and near manner. This FAQ page link is available in both, footer and main menu with easy navigation, captivating content and user-friendly features.
- Structured FAQ page
If your business put more attention to single SaaS product, then it doesn’t indicate the existence of abandon structure. Make sure to organize your business profile content in the relevant following topics:
- Launch
- Account Management
- Business strategy and Plan
- Bills and Payment
- Integration and Install
- Customization and Settings etc.
Following this, it can benefit in providing instant solutions to your customers i.e. better customer care.
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- Important and Relatable Questions
Being a great business strategist, it is important to focus on the major and relatable questions in the FAQ page telling precisely about the SaaS business specification and the products’ details. However, you should also pay heed towards sever essentials present there. After a thorough research a helpful and relevant list has been made to show proven strategies for further implementation, which are:
- Evaluate Customer Care
Incorporate the most frequently questioned issues, and in case of a new startup, the free trials can be given to audience for the sake of feedback and betterment. For this purpose, focused group strategy is useful to get insights of such businesses.
- Competition in Research
It is important to keep check and balance of your competitors’ profiles that are present on social medias to get more insights upon problems solutions and suggestions of things.
- Pay Heed towards Customer Requirements
If you show your care for customers i.e. provide instant answers to what they were wondering about, then it cannot go unnoticed by the Google. But the main focus here should be the great research on keywords to incorporate. You can use software and other tools to organize the data of such queries by website.
- Product Launch via FAQ Page
The FAQ page can be used to elaborate the performance or new launch of products even if some features are being added. Mention about these things in FAQs along with their direct link of the service for an easy introduction and access.
- Create FAQs w.r.t your Audience
Before creating questions for FAQ page, keep the thinking of your audience in your mind so that you relate to their needs, such as:
- Use of First-Person Singular
Answer the question in the way they have been asked by the audience to make better understanding in their own language.
- Clear and Precise Answers
Write answers by considering your audience as a layman, do not incorporate jargons and business specific terminologies that are not easily understandable by the customers.
- Be Realistic
Do not assume anything about the customers i.e. do not skip any steps to guidelines assuming that your customer knows it already. Always explain everything precisely.
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- Check Functionality and Focus on Design
The FAQ page design in your business website should make your customers feel confident and comfortable that they can search for answers and instantly get a solution, regardless of who they are; a regular customer, using SaaS for the first time or a prospect. The following should be considered:
- Search Bar Usage
- Accordion Menu incorporation
- Select Simple Designs
- Invest in Video Tutorials
It has been supported by the extensive researches that visual aids, representations and explanations helps in learning and understanding content better.
For example: Zoom has incorporated video tutorials in their FAQs section.
- Take Feedback
If a customer is not happy with the services or other things then he/she would definitely want to give feedback. Take this, as it can tell you how you can make improvements in FAQs and other services.
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- Conclusion
The successful business approach is to incorporate FAQ page that is easy to access and easy to navigate with user friendly features.
Does the business website of your SaaS product have FAQ section? Let us know the comments sections how it has made a difference in business.
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