How to create a FAQS page on your video on demand website?
For your video-on-demand business to succeed, you need to show your website visitors that your product is the perfect choice for them.
Whenever you want to...
- Convert more customers
- Reduce visitor churn
- Improve customer service
... Then you need to include a FAQS page on your video on demand website.
FAQS are a simple and cost-effective way to help your customers answer basic and frequently asked questions. And customers, both potential and existing, love them.
In fact, studies indicate that potential users use FAQS as often as talking to someone on the phone. This means they are an important part of your sales and visitor journey on your website.
In this article, I will show you:
The 5 reasons why your video on demand website needs a FAQS page.
How to find the right FAQs for your audience and how to present FAQs.
Here we go!
There are 5 main reasons why you should have a FAQS page:
Save time for your support team (and your customers!)
A FAQS page allows you to talk directly to your potential customers and existing users. It is an easy resource for answering simple questions about your product.
FAQS pages can save you time by filtering the messages you receive. This allows you to concentrate on the more complex and demanding support queries rather than the simpler ones that can be answered in a few sentences.
Gain the trust of your potential customers
Users like transparency from the brands they follow and use. In fact, studies say that 86% of users believe that transparency in business is more important now than ever.
So when your information is available on your website, your visitors trust your brand more and feel more prepared to make decisions.
Have a smoother sales process
With more information about your product, you are leaving less room for your potential customers to be consumed by any purchase anxiety (the fear of the potential buyer's doubts) or sales objections.
Thoughts like ...
- How long does my subscription last?
- How can I cancel my subscription?
- Is it worth my time and money?
... can be easily avoided with simple answers that direct the visitor to your company's free trial, cancellation policy and testimonials from your favourite customers. Better yet, when you gain your visitors' trust and ease their buying anxiety, you are more likely to increase your sales.
Reducing negative feedback
An FAQS page is a great way to proactively reduce negative reviews because you are clearing up any possible confusion about your product.
For example, if you make it clear that you don't have a refund policy, then you will reduce (or even eliminate) any negative comments that criticise your company for lack of refunds.
Having a designated FAQS page is a great way to link to other resources on your website, such as a blog or a link to a designated answer page for a specific question. This will make your website more searchable and generate visits to internal pages.
How to find the right FAQS for your audience
To find FAQS, you will have to get inside the heads of your users and potential customers.
Both groups are looking for quick answers about your product. The difference is that potential customers do it before they subscribe and users do it after.
As you will see in this section, you can have a question that works for both groups of people, but the intent is not always the same.
That said, let's look at where you can start finding questions to answer on your FAQS page.
You probably have an email where you get a lot of questions or issues. This could be your general company email or a customer service email. Use the questions that your customers and potential users are already asking to your advantage. Chances are that several people have already asked the same things. Whenever you see this, this will be a must-ask question for your FAQS page. Usually, they will focus on subscription-related problems and technical issues.
Questions about subscriptions often relate to cancellation, account management or billing, such as:
- How do I cancel my subscription?
- How do I update my billing details?
- How do I change / reset my password?
- Why is my credit card being declined?
These questions are easy to answer and can be summarised in a few sentences. You can make the answers as specific or generic as needed for your video on demand website.
There will also be people with technical questions about how and where they can watch their videos, such as:
- Can I watch videos using Chromecast and Airplay?
- Can I watch videos on my TV without using an app?
- How can I get my videos to stream smoothly?
- Can I watch videos on my phone or tablet without using an app?
- Which browsers are supported?
These questions may require slightly longer answers (or links to relevant help guides), but they can also help increase conversions and reduce negative feedback by providing concrete information. Addressing these questions and concerns in your FAQS can help prevent users from unsubscribing in the future.
You can look at their churn statistics and see a breakdown of the reasons for unsubscribing:
For example, if many people said they needed more content, you can add information about how often new content will be published. This way, customers will know what to expect in advance.
Another example is that if many people indicated that their subscription is too expensive or that they found something better, you can use that information to better explain the value of your product and how it differs from your competitors.
You can use FAQS as ...
- What do I get from this product?
- How is it different from other similar products?
- Why are subscriptions priced like this?
… To explain the value of your product to the buyer, specifically why it is priced that way and how it can help them achieve their goals.
This is also a good time to position yourself as a leader in your industry, which will make buyers better understand the value of your content and how it differs from other similar products.
Finally, you can also check what your competitors have on their FAQS page and reuse their questions for your business.
How to submit FAQS
Now that you have collected your questions, you need to categorise them and formulate them in a way that makes your website visitors feel loved.
- Categories: how to order your questions and answers in a logical way.
- Phrases: how to write your questions and answers in an identifiable way.
Let's start with the categories:
You can pose your questions in 4 general categories that relate to:
- Account details: how to use your account.
- Subscriptions / payments: how to manage your payments.
- Support: how to stream videos.
- Contact us: where they can contact your company directly.
Although these categories are not explicitly described, readers can follow a pattern and find their questions/answers easily.
Now that you have the categories laid out, let's talk about how to formulate your questions and answers.
If the visitor to your website is on the FAQS page, he or she probably needs more clarity. Therefore, your questions and answers should be short and simple to get the best user experience.
Your questions should be written in the first person, from the client's point of view. That means using "I", as if the customer is asking the question to themselves. You need to do this because your potential customers or clients want to feel heard; they need to see themselves in the question. And what better way to show that you empathise with them than by speaking as if you were them.
Your FAQS page is the first point of communication with your user or potential customer. That means that your answers should be written in the second person as if you were speaking to them face to face.
Finally, it is good practice to give visitors a way to contact your company directly if their questions are not answered on the FAQS page.
It's impossible to predict all the possible questions you might be getting - and people understand that! But they will also want a place where they can contact you in case their question has not been answered.
FAQS pages are especially useful for your business. You can use them to directly answer simple questions that your users and potential customers have. This way, you increase your chances of retaining users and getting new customers.
If you have not yet decided to TRY the BETA version of PLAYBAK. Today is the time, it's totally free and it will allow you to REVOLUTIONIZE your business by becoming a #Playbaker.
Be one of the first 50 lucky ones to try it for free before its release 🎉