Template
FAQ Page Template
A structure SMEs can use to build a useful FAQ page — reducing repeat support tickets by 20-40%.
Summary
Good FAQ pages answer the questions customers actually ask, in the words they actually use. They are maintained, not set-and-forget.
Suggested sections
- Getting started — onboarding, first purchase, account setup
- Orders & delivery
- Returns & refunds
- Payments & billing
- Account
- Contact us
Formatting tips
- One question = one answer
- Use the customer's wording as the heading
- 3-5 sentences per answer; link deeper for longer content
- Search box once you have 25+ questions
- Date stamp entries
Sample entry
Q: How long does delivery take within Singapore?
A: Standard delivery arrives within 2-3 business days. Orders placed before 2pm Mon-Fri ship same day. Tracking details email-delivered when dispatched.
How to decide what goes in
- Review last 30 support tickets — any question appearing twice becomes an entry
- Add pre-sale questions reps get repeatedly
- Remove entries with zero views in 6 months
Maintenance
- Review quarterly
- Thumbs-up / thumbs-down per entry
- Track top-viewed entries and make them easy to find
Frequently asked questions
Single page or multiple?
Single page up to 15 entries. Above that, break into sections or a searchable knowledge base.
Next step
Keep exploring related resources to strengthen this area of the business.
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