An FAQ (Frequently Asked Questions) page is a key part of a knowledge base because it addresses the most common questions customers have and is useful to customers at all stages of the customer journey. 

If you want to make an FAQ section that resonates with your customers, don’t just slap some ordinary questions and answers on a site page. Carefully think about what questions to include, consider who will answer (and how), and offer next-step solutions for when FAQs aren’t enough.

The purpose of an FAQ page is to provide quick answers to common questions that your business can anticipate. An FAQ page empowers customers to self-serve, enabling them to find solutions quickly on their own. FAQ pages aren’t meant to solve every issue, which is why it’s important to include an option for customers to contact a live agent.

Are your agents spending too much time answering the same basic questions over and over again? That’s a good indicator that you need an FAQ page.

FAQ pages and help centers, in general, are great for SEO. Customers have adopted a “Google it” mantra when it comes to customer service. They check a company’s online resources first when they run into trouble and prefer self-service because it’s quick and convenient.