Quick Hacks Marketing

Ecommerce FAQ Page: what, why, and how to build FAQs [with 20 Examples]

Oct 28, 2019 11 min read


Ecommerce FAQ Page: what, why, and how to build FAQs [with 20 Examples]

Reading Time: 11 minutes

FAQs are one of the top ways to stay on your customers’ minds these days.

Irrespective of the type of products or services you sell, the industry you’re in, an FAQ page or a small section for the same must be available in your online store.

Almost every business, every industry needs a FAQ page or section within their online store. But, what is it? Why businesses need them? How to build an FAQ page?

Let’s learn everything in detail.

What is a FAQ Page/FAQ section?

FAQ stands for Frequently Asked Questions. FAQs are the questions that your customers might have, which you can answer in advance.

So, an FAQ page or section is a specific page or a section within your eCommerce store where you list down all the questions your customers might have or ask them frequently regarding your business, products/services, policies, processes, and more.

Why should you have FAQs for eCommerce website or product pages?

Most eCommerce businesses have this question, “what is the purpose of a FAQ?”. To answer this, here are the benefits of having a FAQ page or section on your eCommerce store-

1. Improves user experience

One of the top advantages of having FAQs on your eCommerce store is to improve the user experience. 

FAQs consists of questions that your customers frequently have. Hence, addressing them and answering them keeps them informed about your products. When they feel their queries are being listened to and answered, users, are more likely to trust your products as well as your brand.

And, customer experience has become the topmost factor for the success of any eCommerce business. So, having it, ensures you’re making your customers happy and satisfied.

2. Increases conversions

Another key reason to have eCommerce FAQs is to increase conversions. Most online buyers have some or the other queries related to your product, its size, the delivery options, and more.

If such queries are addressed appropriately at the right moment, it can help the potential buyers to make the buying decision faster. That’s how FAQs invoke the speed for conversions.

3. Saves time and money on customer services

Earlier, customers used to email or call the customer support executives to find their answers. Such efforts can be saved with the help of eCommerce FAQs. 

On top of that, you serve better with FAQs compared to the emails and phone calls. Your customers feel you’ve saved their time in figuring out whether this is the right product for them or not.

So, a good job here!

Not all queries can be resolved using FAQs, but the general ones can be. Make sure you include all the general queries in your FAQs.

4. Boosts SEO results

Undoubtedly, frequently asked questions (FAQs) have a massive impact on SEO. When you include FAQs exactly the way they’re asked on the search engines, it can help you boost your product keyword rankings.

Also, today, there is a huge demand for voice shopping, and voice search is considered as one of the trending things in the entire digital world.

Check out a few voice commerce (shopping) statistics

  • By 2022, voice shopping is expected to reach USD 40 billion. 
  • More than 30% of US internet users use a voice-based assistant to look a product information or purchase products.

Use all the queries that people might search using voice assistants or voice search in your FAQ page or section. It will help you boost your product pages on top of the search engines.

The more organic traffic you will have, the more you’ll have conversions. So, FAQ also results in outperforming the competition in all ways.

Benefits of eCommerce FAQs

So, that was all about the importance of FAQs. Now, let’s move on to understand how to plan and create it the right way.

How to plan the FAQ page/section on your product page?

The way you place and the way you answer the FAQs decides the success of your FAQs. Let’s get into the strategy to create FAQ page or section on your eCommerce product page-

1. Decide where you would have your FAQs

As discussed above, there are two ways to include Frequently Asked Questions (FAQs) for eCommerce- either on the product detail page as a separate section or as a separate page.

If you have limited product attributes, you can cover them in the product detail page as a separate section.

But, if you have a marketplace or similarly large online store, you must have it as a separate page to cover a detailed list of questions and answers.

2. Brainstorm what questions you would cover

Once you decide where to place, you must know what needs to be covered in your FAQ list. So, here are the common FAQ questions for eCommerce you need to cover-

  • General questions

These eCommerce FAQ questions can include everything related to tax inclusions, how to cancel the order, how to post a return request, and more. The questions that are common to every customer buying any product, needs to be here.

  • Questions related to policies

The questions that are related to privacy policies, return policies, shipping, and delivery policies- everything needs to be covered here.

  • Questions related to shipping

In how many days, the shipping takes place? Which eCommerce shipping companies have you partnered with? Cover such shipping-based questions in this section.

  • Questions related to products

Does this size fit an XXL-sized person? Will this color fade? What is the width of this product? How long will it sustain? 

All these examples of frequently asked questions that talk about your product must be covered.

  • Questions related to customization

Whether you do customization? What will the customization cost? If your store has personalization services, you must cover such customization eCommerce questions as well.

  • Questions related to seller/brand

Whether can I contact this seller or brand? Is the brand genuine? Where is your shop located? Every brand must cover these types of FAQ questions in their eCommerce store.

  • Questions related to ordering

Another set of best questions for eCommerce FAQs are- how do I place an order? How do I cancel my order? When will I know my order is accepted? 

  • Questions related to payment methods

Do you accept credit card/debit card payments? Can I use PayPal to make a payment? When will I get my refunds back? These good eCommerce FAQ questions need to be addressed and hence, they should be present in your eCommerce store.

  • Questions related to the delivery

How will I get a notification when my order is out for delivery? How long will it take to deliver my order? Is it possible to change the delivery address after ordering? These types of questions about eCommerce may arise so it is recommended to include such questions in your FAQ list.

3. Finalize the design

How do you want your FAQ page or section to look like on your online store? Do you want it to have a text-based or design-based? Are you going to keep a section where customers can place their questions?

All these things need to be well-defined right from the start. Let’s begin with the type of FAQ questions-

Text-based FAQs

Text-based FAQs are the easy-to-read list of questions and answers for which you don’t need to click or make any other interaction. They’re just placed as-is.

One example of text-based FAQs on the product detail page from Urban Ladder

Ecommerce text-based FAQs - Urban Ladder

Another example of a text-based FAQ page is from ReviseAtHome.com

Ecommerce FAQs Examples - Revise At Home

Interactive FAQs

Interactive FAQs are the frequently asked questions that make users take some action to view the answers to the questions.

Here is the example of a separate page for interactive FAQ on Jabong

Ecommerce FAQs Examples - Jabong

A user needs to click on each of these questions to view their answers.

Live FAQs

Live FAQs are the frequently asked questions that allow users to ask questions and that gets published on the live site. A verified buyer or the seller can answer such Live FAQs.

Here is the example of Live FAQs from Amazon

Ecommerce FAQs Examples - Amazon

Based on your User Experience (UX) strategy, you can select the type of FAQ section/page you want.

4. Keep updating the FAQs for better results

Whether you’re using the FAQ page on your online store, you need to keep updating the list of frequently asked questions and answers based on the changing consumer queries.

With time, the product experiences change. The customer might come up with a different set of questions. Update them to ensure no customer is left unanswered.

20 Ecommerce FAQ examples / templates from top brands

Here are the 20 eCommerce FAQ page examples from the top online brands to take inspiration from-

1. Adobe Store

Adobe Store is one of the largest online technology stores. Looking at the number of FAQs, Adobe selected an interactive FAQ page under the HELP section. Take an inspiration from the eCommerce FAQ template by Adobe-

Ecommerce FAQs Examples - Adobe Store

2. Twitch TV

Twitch is a live video streaming platform by Twitch Interactive which is a subsidiary of Amazon. Amazon and its other brands are popular for their customer service. So, Twitch wanted to have minimal input from the users to read through the FAQs. Hence, Twitch consists of the text-based FAQ page on its online store. 

Ecommerce FAQs Examples - Twitch TV

3. Bath & Body Works

Bath & Body Works is America’s top beauty retailer with a huge number of body and bath products. When you have billions of users regularly coming to your online store, it becomes easy to have well-designed, interactive FAQ page to ensure no customer query remains unanswered. Here is the FAQ template from its online store-

Ecommerce FAQs Examples - Bath & Body Works

4. DHL Parcel UK

DHL Parcel is the global leader in the logistics industry and this is trading in the UK region. For maintaining a decent UI/UX, DHL Parcel UK have these interactive FAQs 

Ecommerce FAQs Examples - DHL Parcel UK

5. Anita Dongre

Anita Dongre is one of the top Indian fashion designers who is the best in designing traditional Indian clothes. With her niche and number of SKUs, she has the simple, dedicated, and compact text-based FAQ page.

Ecommerce FAQs Examples - Anita Dongre
6. Hunkemoller

Hunkemoller is an online store where the product lines include everything from lingerie, swimwear to activewear. They have compiled a very long list of FAQs and hence, they’ve categorized them in different sections. That’s absolutely an interactive FAQ page.

Ecommerce Interactive FAQs - Hunkemoller

7. StressMarq Biosciences Inc.

StressMarq Biosciences Inc. is a B2B online portal for life science products by a small, dedicated group of scientists. They sell proteins, antibodies, assay kits, and many other life science products in bulk. They have got a dedicated page for different FAQ sections. Take a look at this eCommerce FAQ example-

Ecommerce FAQs Examples - Stress Marq Bio Sciences Inc.

8. Myntra

Myntra is one of the top fashion eCommerce websites. Though being a marketplace, it has organized the long list of FAQs in a very efficient way.

Ecommerce FAQs Examples - Myntra

9. Mi Phones

Xiaomi is among the few leaders in manufacturing and supplying smartphones. They come with a mission to make technology simple for everyone, and hence, they’ve created a section of FAQs in which proper categorization is done. 

Ecommerce FAQs Examples - Mi Phones

10. Priceline

Priceline is Australia’s leading online health and beauty store. As it’s a combination of health and beauty products, customers have a massive number of queries. Priceline understands that and hence, they’ve made an engaging interface for interactive FAQs. Each section of an FAQ has a dedicated page so that it becomes easy for the customers to the only land on the page they’re looking for.

Ecommerce FAQs Examples - Priceline

11. Samsung

Samsung is a leading brand of home electronics such as TVs, smartphones, and more. Due to its wide range of products and the inventory, the online store has the complete set of FAQs for every type of customer queries. You can choose the FAQ section category from the left side of the page. Samsung will redirect you to the actual page where they’ve listed all the questions. But, the questions in the FAQs are not clickable so you can view all the questions and answers at one glance.

Ecommerce FAQs Examples - Samsung

12. Netflix

Netflix is the largest on-demand video streaming company. As it has its customers across the globe, they’ve created a list of FAQs based on the country. This list of FAQs is interactive and innovative.

Ecommerce FAQs Examples - Netflix

13. Uber

Uber is the largest on-demand cab booking service provider. Uber is for both- drivers and users looking for cabs. So, Uber has designed separate FAQ pages for both of these customer sets. Here is an example of the interactive FAQ page for users.

Similarly, identify your set of customers and create an FAQ page accordingly.

Ecommerce FAQs Examples - Uber

14. Ikea

Ikea is one of the top home decor and furniture brands across the globe. Unlike other large brands, IKEA has organized the FAQs in a better way. They have a different set of FAQs for different categories such as catalogs, gift cards, sponsorships, and more. The more deeply you think about your customers, the better the FAQ page you will make.

Ecommerce Interactive FAQs - Ikea

15. Huggies

Huggies is the leading brand in manufacturing and selling disposable diapers and related products. The target audience is the parents that are highly conscious about the babies and the products that they buy for their babies. Hence, Huggies have covered even the tiniest query their customers might have in the text-based FAQ page. 

Ecommerce FAQs Examples - Huggies

16. Aspen Dental

Aspen Dental is an online platform to find a dentist near you for all your oral health needs. A quite compact, simple, and interactive FAQ page they have. If you feel, you’ve limited processes and you can combine some of the FAQ questions, this is a good way to do it.

Ecommerce FAQs Examples - Aspen Denta

17. Spa Experience UK

Spa Experience UK is the UK’s leading Thermal Spa service-based eCommerce store where you can find the nearest spa treatment specialists, spa treatment centers, and more. You can even buy Spa related products at this Spa shop. They’ve even covered the audience who might not be aware of the Thermal Spa experience and how they can avail them. So, identifying your buyers’ persona can also help you create best FAQ questions for eCommerce website and you can organize them based on your UX strategy.

Ecommerce FAQs Example - Spa Experience UK

18. Greenleaf

Greenleaf is an organic juice bar and restaurant that uses 100% organic, fresh ingredients. They have an online store where you can order organic juices online and pick up at your nearest store and convenient time. When it comes to organic products, people have concerns about whether these products are completely organic or something has been added in the same. Greenleaf has divided its FAQs into General FAQs, Juice Cleanses, How to Cleanse, and Juice Subscriptions.

Ecommerce FAQs Examples - Green Leaf

19. Convoy Co.

Convoy Co. is one of the top online utility brands that sells high-quality leather-based utilitarian objects. Convoy Co. is a niche brand and based on its type of products and the number of SKUs, they only have an interactive FAQ page where they’ve a limited number of questions listed. Here is its FAQ template to use-

Ecommerce FAQs Examples - Convoco

20. Evolve Organic Beauty

Evolve Organic Beauty is an online beauty fashion store where products are made up of organic ingredients and hence, their customers have any concerns regarding animal testing and all. So, they’ve covered the questions that are of the highest concern for their customers. A perfect way to cover FAQs on your online store!

Ecommerce FAQs Examples - Evolve Organic Beauty

Don’t underestimate the power of FAQs

Frequently Asked Questions (FAQs) are not always for SEOs. You can impress the users by answering their questions beforehand so that they don’t need to go, find them somewhere else. For eCommerce businesses, FAQs, when covered at the right place, in the right manner can help you convince your customers faster to make purchases.

Do you want to create a full-proof UX strategy for your eCommerce FAQ page? Share your website URL and the target audience at [email protected], and we will connect for further discussion.

Himani Kankaria is a content writing and marketing consultant, a brand ambassador of Hootsuite. With 7+ years of SEO & digital marketing experience, she has helped various enterprises to achieve 800% organic growth YoY. She shifted her focus from core SEO to content writing and marketing utilizing her SEO skills just to offer enterprises with high-quality content that ranks on Page 1 of Google and even converts. Himani talks a lot and loves dancing. She enjoys networking with the like-minded people and enthusiastic about achieving new heights in life.