In the world and society we live in today, everybody has a million and one questions to ask when hiring a company for a service or buying a product.
With this, comes to need to answer these questions in as much thorough detail as possible, else your days will be spent answering questions over the phone or by email, rather than securing yourself with sales and leads by having all the answers in one place.
This is where a knowledge hub comes in. Also known as FAQ’s (Frequently Asked Questions), a knowledge hub will be the place to go to if a potential customer needs a question answered surrounding your business.
This could be as simple as opening hours or prices, or as complex as specific measurements and sizes for certain products in your catalogue, the possibilities are endless when it comes to FAQs. A knowledge hub has the purpose of clearing up all questions that a customer might have. This is why we have put together 4 top benefits as to why your business should utilise a knowledge hub on your company website.
- It Prevents Customers/Prospects from Needing to Contact You – Timesaving For You
As we have already touched upon, having questions and answers on your website allows your customers to experience a positive and easy buyer journey. Your website should straight away tell your customer:
- Who you are
- What you do
- Where you are based
Also known as the 7-second rule, this is the basics of what you should cover as a professional business landing page. But if people wanted to find out a little bit more about you and your business, this is where they will want to ask questions.
So instead of them ringing you up or dropping you emails, they can easily access these key questions on your website in one place. It not only saves your customers time, but also yours as well. At the end of the day, our clients and customers are busy people. They want to immediately know whether or not you’re the right fit for them.
- Cover All Bases Of Your Business
Even local businesses will be bombarded with questions that the public will want to ask. This is why your knowledge hub needs to cover every aspect of your business. Some examples of common questions included on a knowledge hub/FAQ page are:
- What is the return policy?
- Can I receive a refund?
- How do I make changes to an order I’ve already placed?
- Are there any international taxes, duties, etc. that I have to pay?
- When will I receive my order?
- What do I do if I received a defective order?
- How is the product made? Where do the materials come from?
- How do I contact your company if my question isn’t answered here?
Just in these 8 questions alone, you have covered a large variety of sectors of your business, including refunds, shipping, company info, order/product information…etc. You can also include more personal questions that offer advice as an answer, such as:
- What are the benefits of using this product?
- Are there better solutions on the market?
- Where is the company based and how did it start?
- How will this product benefit me?
- Personality In Your Answers
One of the most important factors of building stable and effective customer relationships is having personality in your answers. While you want your personality to shine through throughout your entire website, your FAQ page is another place where you can get creative and talk much more honestly.
The questions that you answer on your FAQ page should be helpful (of course), but that does not mean you can’t throw something silly in here and there, using more colloquial language – just make sure it aligns with your brand and you don’t take it too far and brandish your business with swearing and inappropriateness. Google does not reward bad behaviour or language online!
- Improve Organic SEO
In order to make your website rank, you need to be utilising key words and phrases in your answers that not only help your customer, but will also help your SEO also.
By including direct questions and phrases, you are more likely to be recommended on Google when someone searches that exact question. The more ways you can effectively use keywords on your website, the better your SEO will be. An FAQ page is one way to improve your SEO, include new long tail keywords and improve your website traffic.
Consider what questions your target audience may have about your products or services, what information they may be looking for, and what decisions they may need to make before they make a purchase, this is the key to constructing a clear and effective knowledge hub. Include all this information and anything else you feel will provide value to your customers on your page.
Why not check out our knowledge hub, where you can find a plethora of questions and answers surrounding the work we do here at Dynamic! We’d be more than happy to help you and your business create an engaging FAQ section to help turn potential prospects into buying customers!