An FAQ page for the questions you answer every week

If you've typed the same answer three times this month, it belongs on a page. This one lists your questions as tap-to-open items, so a phone screen isn't filled with text, and ends with a form for anything you didn't cover. Send the link in replies and let it do the explaining.

When to use it

• New customers ask about call-out fees, insurance and payment before they book.
• A venue gets the same parking and access questions before every event.
• A tutor or therapist wants to explain how a first session works.
• You're sending the same long message to every enquiry.

What a good one includes

• Questions in the customer's words, taken from messages you've actually received.
• Direct answers that begin with the answer. 'Yes, $65' beats a paragraph.
• Real numbers where you can give them, such as fees and how soon you can come.
• Your policies on the awkward stuff: cancellations, guarantees, who needs to be home.
• A form at the end with a reply promise, so unanswered questions come to you.

Make one by saying what you need

Text it, type it or say it, the way you'd tell a colleague:

FAQ page for Gentle Paws Vet: do you see rabbits, how much is a first visit, do you take walk-ins, what about emergencies.

Questions

How many questions should an FAQ have?

Enough to cover what people really ask, often five to ten. Past that, sort by topic or split it up.

Which questions should go first?

The ones that stop people booking: price, availability, and whether you cover their area or situation.