How to Create an FAQ Page in 2025: A Step-by-Step Guide

An FAQ page is a simple way for website visitors to find answers to common questions quickly.

A well-designed FAQ page means users don’t need to email or wait in a chat queue, reducing your support workload and the number of customer support tickets.

In this article, we explain how to build your own FAQ page for your website that helps to improve your overall customer experience.

What Is An FAQ Page?

An effective FAQ page is a central place on your website where visitors can find the answers to the most common questions. When you begin planning your website, consider where the link to the FAQ page will appear.

Usually, you’ll place it in your website’s footer, header, or help section as it covers practical topics such as orders, pricing, accounts, and policies. After customers click the link, it opens a separate FAQ page where they can search for an answer.

Most modern FAQ pages look more like a help centre with search bars and clear categories, rather than one long list of questions. Most FAQ pages now follow this structure because it helps website visitors find quick answers far more efficiently than a traditional FAQ page.

Benefits Of Creating An FAQ Page

An effective FAQ page should do far more than answer frequently asked questions and customer concerns. It should also help to improve the entire customer experience on your business website. Here are the main benefits:

• A good FAQ helps build trust. Providing clear information on pricing, refunds, and data use reassures customers.
• It saves time for you and your customer support team. If visitors can find the answer they need, your customer support receives fewer repetitive emails and DMs.
• It improves conversions. It removes doubts about buying by answering questions like Can I cancel an order? Or, how long does delivery take?
• It supports SEO. A helpful FAQ page naturally includes terms your audience searches for, improving search engine optimisation without extra effort.

It enhances the customer experience. It allows people to find answers at any time, which empowers customers to move ahead without waiting for help.

What To Include In A High-Quality FAQ Page

A comprehensive FAQ page should start with common concerns like who you are, what you offer, and where you’re based. From there, you can begin to build out your page with clear answers and helpful guidance.

• Pricing & billing. Explain how billing works, when customers are charged, whether subscriptions renew automatically, and how refunds are handled. Do you offer discounts, trials, or payment plans?
• Accounts. Specify how customers can sign up, log in, update their details, and close their accounts. This is a good way to reduce support tickets, especially the recurring “I can’t log in” messages.
• Using your product or service. This is where your FAQ can add real value by providing simple, step-by-step explanations. Consider adding links to tutorials, short videos, or how-to articles if you have them.
• Shipping/delivery/access. Tell customers what to expect, how to track their order, and what to do if something doesn’t arrive. For digital product ideas, explain how they will be delivered and where to look for confirmation emails.
• Policies. It’s crucial to clarify your policy on issues such as privacy, cancellations, and guarantees. Remember to write everything in clear, non-legal language because when customers feel informed, they’re far more likely to complete a purchase.
• Contact options. Include a link to your contact page, or live chat, and explain how to get help if the FAQ doesn’t answer the question.

Types Of FAQ Pages

Not all FAQ pages have the same format, so choose a style that matches your content, brand identity, and audience. Below are some examples of different types of FAQ pages.

1. Simple List

This is the most straightforward style and includes a separate page with a list of questions, usually in expandable panels. It works well for small businesses with fewer than 20–30 questions. Visitors can skim the page, open the question they need, get a clear answer, and move on quickly.

2. Category-Based Help Centre

As your content grows, it can quickly outgrow a single FAQ page template. A help centre solves this by grouping queries into FAQ categories such as Billing, Account, Shipping, or Getting Started.

Visitors land on a clean overview page, choose the category that matches their problem, and then browse more specific questions. This format feels organised, reduces scrolling, and mirrors the structure used by major brands.

3. Search-First Help Hub

This type of FAQ page puts a large search bar front and centre, with the articles sitting behind it. It’s ideal for businesses with complex products, apps, or multiple services, or for any place where customers need quick access to specific answers.

Instead of searching through categories, visitors type a keyword, such as “password reset” or “delivery times,” and then jump straight to a tailored article.

4. Mixed FAQ And Resources

This format combines an FAQ section with additional information, including step-by-step guides, video tutorials, and a discussion board. It’s perfect for products where customers need to learn how to use something, or for products that need a visual description or explanation.

Further Reading: 25 Small Business Tips & Tricks

Best FAQ Page Examples

If you are looking for inspiration before building your own FAQ page, these three well-known brands are a good place to start. Each takes a slightly different approach, making them useful for businesses of all sizes.

Spotify

Spotify’s Help site is an excellent example of a modern, search-led FAQ experience. It includes a prominent search bar and clear topic categories, making it easy for customers to go straight to account issues, billing questions, or technical troubleshooting.

The language is user-friendly and straightforward, and articles are kept short to help website visitors with their questions.

Canva

Canva’s Help Centre combines well-organised categories with colourful, easy-to-scan tiles. Each section breaks down into detailed articles that mix text, screenshots, and step-by-step explanations. Their tone is approachable, and the layout is perfect for visual learners.

Canva’s FAQ style is a good model if you want to include more tutorials or “how-to” guidance alongside basic Q&A.

Airbnb

The Airbnb FAQ page guides guests and hosts through different support paths, and each visitor quickly finds the answers that matter to them.

Content is clearly grouped, articles are concise, and key actions, such as changing a booking or resolving a payment issue, are easy to find. This is a strong example of your business serving multiple audiences with different support needs.

How to Create an FAQ Page: Step-By-Step

A good FAQ page acts like a virtual customer service representative and can help potential customers feel confident enough to buy.

Use it as part of your customer service strategy, and build it into your website layout, creating relevant pages and a good knowledge base.

Step 1. Identify Common Customer Questions

Every strong FAQ page starts with listening to user feedback. Take a look at your inbox, chat transcripts, social media messages, and customer queries for repeated questions. This should give you a clear indication as to the actual questions your customers are asking.

Step 2. Group Your Questions Logically

Most businesses naturally end up with categories such as Getting Started, Billing, Delivery, Accounts, Troubleshooting, and Policies. Grouping faq questions in this way makes the final page feel structured and reduces the user’s sense of overwhelm.

The goal is for a customer who lands on your page to instantly see where their problem sits, without having to scroll endlessly.

Step 3. Ensure The Page Is Easy To Find

A great FAQ page only works if people can locate it. When you make a business website, place the link in familiar places, such as in the website footer and other pages, like the checkout and customer account areas.

To help search engines find the page easily, make sure the URL is simple, descriptive, and follows best practices for search engine optimization. This isn’t only for ranking, as a clean URL communicates professionalism and makes the page feel trustworthy.

Discover More: Ecommerce SEO: The Ultimate Beginners Guide

Step 4. Write Clear, Helpful Answers

Write concise answers and keep your tone warm, direct, and free of jargon. The best FAQ answers are short enough to skim but detailed enough to resolve the issue.

Provide good customer service by answering in the first sentence, where relevant, linking to guides, tutorials, or policies.

A simple test is to ask yourself: “Would this answer stop someone from emailing me?” If the answer is no, expand or clarify until it would.

Step 5: Make Your FAQ Page Easy to Navigate

Successful FAQ pages see the whole experience from the visitor’s perspective. If you have dozens of common questions, a search bar is essential as people expect to find answers quickly.

When you learn how to design a website, think about how you want your FAQ page to look. Make sure the text is large enough to read comfortably, spacing is generous, and the layout doesn’t feel cramped.

Step 6. Redirect Visitors Who Still Need Help

Some people will still need direct support, even with a thorough FAQ page, so be sure to provide clear next steps. This could be a link to your contact form, your support email address, or, if you have one, a live-chat option.

A small section at the bottom of your FAQ page that says “Still need help?” can help your customers see that a real person is available if their situation is beyond the FAQ.

Step 7. Update Your FAQ Page Regularly

As your business evolves, so do the questions customers ask, and your FAQ page will need to be updated regularly. A good time to review your FAQs is during an audit of your website. Remove outdated information and refine answers that are no longer clear.

Regular updates also signal to search engines that the page is active and relevant, which can improve visibility. In addition to scheduled reviews, update the page whenever you notice a spike in similar support requests. If ten people ask the same question in a week, your FAQ is telling you it needs a new entry.

Step 8. Track FAQ Page Performance

Most analytics tools allow you to see how often people view your FAQ page, which questions they click on, and how long they stay. This information will help you to spot gaps, for example, if a particular FAQ has high views but people still contact you afterwards, the answer may be unclear.

If some questions are never viewed, you might be addressing concerns that customers don’t actually have. Tracking performance also highlights what customers care about most. These insights can guide improvements not just to your FAQ page, but to your product pages, onboarding process, and customer communication as a whole.

Also Read This: How To Start An Ecommerce Business

Common FAQ Page Mistakes To Avoid

Many FAQ pages fail because they’re built from the business’s perspective rather than the customer’s. One common mistake is answering questions no one is asking. Another is writing long, dense paragraphs that feel more like policy documents than practical help.

Some businesses bury their FAQ page so deeply in the website that visitors never find it. Others overwhelm people with dozens of poorly organised, nonsensical questions.

Another frequent issue is using the FAQ page to hide important policies instead of communicating them clearly elsewhere. Visitors should not have to dig around to find cancellation terms or delivery timelines.

Your FAQ is meant to help explain things and be a part of your customer service team, not replace your core content. Finally, if multiple FAQ pages never get updated, this can quickly erode the trust your customers place in you and your product.

Summary

A well-designed FAQ page will reduce support tickets, build customer confidence, and remove issues from your sales process.

Building one isn’t tricky, but it does require thoughtful steps, and you’ll need to understand your customers’ needs.

Organize your answers, make the page easy to navigate, keep it up to date, and your FAQ page can become one of your website’s most valuable tools.