FAQ page for eCommerce websites: how to do it right

(Last Updated On: October 11, 2023)

Let’s face this fact that the customers do not have the time to keep calling and asking questions about the product/service from the support team. Therefore, they will head to the website FAQ page or section to know more about it. In this blog, we will discuss the top eCommerce FAQs that both you and your customers need to be informed about. Along with this, let’s head up towards the FAQ pages for eCommerce websites.

What is an FAQ page?

Firstly, let’s checkout the FAQ page meaning. An FAQ (Frequently-asked-questions) page is designed by the company to help customers understand their brand better without searching on the internet.

Once customers see your landing page (where the FAQ section will be) they will scroll to read the most commonly asked questions about your product; which they might be looking for the answers to.

Let’s understand this better with our own example –

At Instamojo, we don’t limit ourselves to just one FAQ page, much like we offer a diverse range of products. Our customer support team has meticulously gathered and organised the most common customer inquiries and issues over the years, consolidating them into a comprehensive set of FAQs.

The Souled Store FAQs

Benefits of FAQ page

Many small business owners do not even bother with an FAQ page. It is almost an afterthought. However, we have a few reasons listed below that will help you understand why an eCommerce FAQ page is important.

To start, let’s clear it out that it does not just benefit your customers. It also benefits you.

1. Better user experience for customers

According to you, what do customers face a popular concern with? FAQs help customers feel like they are heard, without even having to say anything. A simple question on your landing page like ‘What does Instamojo offer?’ can help customers navigate your landing page with more certainty.

2. Increase conversions to your website

A lot like abandoned carts, customers who are not too sure about the product, will leave your landing page without taking any kind of action. The ideal way to increase conversions to your landing page is an eCommerce FAQ section.

3. Save your customer support team’s time

Customer support executives are bombed with 1000 queries on a daily basis, most of which circle around generic questions on:

What you sell
How to get a refund
How shipping for the product works
Discount related queries

A lot of these can be added to the FAQ section of your product landing page. It saves the time and effort which is needed to respond to an agitated customer.

Are FAQ pages good for SEO?

You’ve probably come across FAQ (Frequently Asked Questions) pages on websites, which are pretty handy for answering common questions quickly. But here’s the kicker: they’re not just for users; they can actually boost your website’s search engine optimization (SEO). Let’s dive into how FAQ pages can benefit your SEO efforts.

1. Targeting keywords

Each question on your FAQ page is a chance to target specific keywords that people might search for. Just be sure to use those keywords naturally in your answers, and don’t go overboard. Keyword stuffing isn’t cool.

2. Long-tail keywords

FAQs are a fantastic way to go after long-tail keywords. These are those more specific, longer search phrases. They’re less competitive and can help you rank higher for those detailed queries.

3. Voice search ready

With voice-activated devices on the rise, FAQ pages are perfect for catching voice search queries. People tend to ask questions when they use voice search, and your FAQ content, set up in a Q&A style, is just what the doctor ordered to match those queries.

4. Featured snippets

Ever seen those boxes at the top of search results that give quick answers? Well, FAQ content is often featured there. This is a prime spot that can significantly boost your website’s visibility and traffic.

5. Building backlinks

Other websites might love your FAQ content and link to it, creating valuable backlinks to your site. These backlinks boost your site’s authority, a big deal in SEO.

6. Lower bounce rates

When people find answers to their questions quickly, they tend to stick around on your website longer. This can lower your bounce rate, which is good for SEO. Lower bounce rates show that visitors are engaging with your content.

How to write a meta description for FAQ page?

When you’re writing a meta description for your FAQ page, think of it as your page’s “teaser” in the search results. Keep it short and sweet, focusing on what makes your FAQ awesome and why people should click.

Don’t forget to use relevant keywords, promise to solve their problems, and add a little call to action to nudge them into clicking. Plus, make sure each FAQ page gets its unique, personalised description.

And don’t be shy about testing different versions to see what works best – it’s like fine-tuning your pitch to attract more curious clickers and boost your SEO game.

Top eCommerce FAQ examples for small businesses to know

Before we discuss what goes into an FAQ page, let us see the top eCommerce FAQs that small businesses need to know – and add to their landing pages.

Below mentioned are the best FAQ pages for eCommerce websites to consider.

The different sections that require eCommerce FAQ questions and answers are:

1. About us section

Under this main page of your website, answer the most commonly asked questions about your brand, like:

What does your eCommerce store sell?
Where is your offline business set up?
Who are the founders of the business?
How can the business help me?

2. Refunds

How long does it take to process the refund?
Will I get a receipt of my refund amount?
Under what circumstances can a refund be initiated?
What is the store return policy?

3. Shipping

How many days does it take to ship a product?
How does eCommerce shipping work?
What is the store shipping policy?
How many pin codes do you deliver to?
What are the shipping fees?
How do I track my order?
Do you ship packages internationally?

4. Pricing

What is the transaction fee for merchants?
What are the convenience fee charges for the store?
Fees applicable to each pricing plan
What is the difference between this store and Amazon or Flipkart?

5. Payments

How long does it take for the seller to receive payouts?
Are your payment modes secure?
Do you accept international payments?
How to detect scams or fraud with payments?

Now, let us help you answer these FAQs.

What are the most common customer questions for eCommerce?

We’ve compiled the crucial eCommerce FAQs that every online shopper and business owner should be well-versed in. Whether you’re a small business owner seeking to enhance your customer experience or a savvy shopper navigating the world of online retail, these frequently asked questions will serve as your guide through the ins and outs of eCommerce.

Question: How to create my online store?

Answer: Sign up on our website to view different pricing plans. Choose whether you want to opt for a free online store or use the website for payments only. Set up your online store using our guided tour – add themes, social media links, and add your first product. Once you do, explore features on the dashboard that will help manage your store better. Later, you can subscribe to one of our premium plans and pay an annual/monthly fee. Check our online store pricing plans here.

Question: How to improve SEO for an eCommerce website?

Answer: Use relevant keywords to improve SEO to your eCommerce store. Infuse targeted keywords in your content at all times. You can also click on ‘SEO > Campaigns > google webmaster’ and start exploring. Check out our helpful guide for how to use SEO to increase traffic to your online store.

Question: How much will it cost to start an online store?

Answer: Zero rupees! You can set up an online store free of cost and only pay transaction fees every time someone purchases from your store. The premium online store offers 2 unique plans which you can check on Instamojo.

Question: What can I sell on this eCommerce platform?

Answer: Anything legal. You can sell 4 types of products – digital products, event tickets, physical products, and those that do not fall under these categories. You can sell clothes, home & garden accessories, jewellery, cosmetics, eBooks, courses, cleaning services, workshops, and more.

Question: What is the ideal return policy for your eCommerce store?

Answer: If the merchant requires a refund to be processed, you need to request a refund from the dashboard. If your seller requests a refund, it needs to be done within 180 days of purchasing the product. It is the merchant’s discretion to replace an item or issue a refund. Seller will get the refund within 24 hours of requesting the refund.

How to create a FAQ page?

Here are a few tips to keep your FAQ page easy to read and accessible by all your customers and website visitors.

1. Use a Live chatbot if needed

Adding a live chatbot to your FAQ page is like having a helpful assistant available 24/7. It’s all about providing instant answers and personalised support, making the shopping experience for your customers even better. So, if you want to create the perfect FAQ page for your online store, a chatbot is a fantastic addition!

To get an idea, look at the following screenshot from Mamaearth.

Mamaearth chatbot FAQs

Get LIVE chat on Instamojo

Did you know you could set a LIVE chat feature on your Instamojo online store? This feature is enabled simply to give your customers the option to quickly find what they’re looking for. High touch and response time play a big role in converting leads into customers. All you need to do is set up your online store on Instamojo.

2. Create FAQs for each product category

Create a ‘Help centre’ landing page for customers to access all information from one page, but also, if you sell different services as Instamojo does – keep FAQs for each category.

Your customers may not be completely aware of each product/service you are selling. Our suggestion – give them a central database and allow them to choose how they want help.

For example – The Instamojo support page offers help in different areas of concern for our customers. Each section is added in an organised manner and offers a visual representation of the process that the customer needs to do.

The Instamojo FAQ landing page

Read – How to add a landing page to your website

3. Add links where needed

Add links to blogs, video tutorials, and more for every eCommerce FAQ you publish on the landing page. This helps customers get more in-depth information about the particular area of query.

To create an eCommerce FAQ landing page, you need to have a website/online store. Set up an online store easily, and allow us to help you upgrade to a premium store when you are ready.

Unlock eCommerce success: Build your online store with Instamojo

Instamojo is your gateway to eCommerce success. With our user-friendly platform, customisable templates, secure payment processing, and robust analytics, we empower businesses to easily build and manage their online stores. Instamojo goes beyond just a platform; it’s a partner in your journey to thrive in the world of online commerce.

Set up your online business here

FAQ page for eCommerce websites: How to do it right