Online shopping gives customers the flexibility to browse and buy anywhere at any time (3 AM shoe binge, anyone? 👠 ). But it also can leave them feeling on their own, without the support of a trusted salesperson.

What’s a shopper to do??? Seek and they shall find…on your store’s FAQ page. 

FAQ stands for Frequently Asked Questions. ❓ Creating a page dedicated to these enables you to provide clear answers to common questions and to stave off customer service issues before they even happen.


FAQ Shortcut

You may be thinking, “How do I create an FAQ section and what should I include?” Luckily, your Volusion store comes with a built-in FAQ page called Help.asp, made up of individual articles you can edit and display. They are organized by topic, under related subheadings to make it simple for your shoppers to find exactly the help they need. Now isn’t that a lot easier than building from scratch? 


Editing Help Articles

These individual (and editable) help articles are stored in the Admin Area. To access and edit them for your help.asp page:

  1. Go to Design > Site Content in your Admin Area
  2. Select Help from the Article Group menu
  3. Click on any bulleted question to access and edit the individual Article Title (the clickable question that displays on the help.asp page of your storefront) and Article Body (the answer they’ll see when they click the Article Title).
  4. Click Save when finished

⚠️️ We recommend that you only edit help articles, rather than completely delete them. Deleting help articles could result in losing functionality of your help.asp page. And that would be no bueno. 


Adding Help Articles

You can also add articles of your own, too (see site Content and Articles)for more info on this [link].) You will need to assign all help articles to an article category, and set the Category Type menu to Help. You can use the existing help article categories, or create your own.

To add a new article to your help.asp page:

  1. Go to Design > Site Content in your Admin Area
  2. Select Help from the Article Group menu
  3. Click on any bulleted question to access an article editing page
  4. Click Add at the top of the page to create a new article
  5. Edit the Article Title and Article Body with your desired content
  6. Set the Category ID menu to the article category you want this question to display under
  7. Click Save

The article you created will now appear as a bulleted question under the article category you specified.


Creating Help Article Categories

The subheadings on help.asp that divide your questions by topic are called article categories. If you want to add a new article category / subheading to your Help page, here’s how:

  1. Go to Design > Site Content in your Admin Area
  2. Click on the first article category link you see
  3. Click Add at the top of the page
  4. Fill in Category Name and Category Order, and choose Help from the Category Type menu
  5. Click Save

Now you can create or reassign help articles that relate to this topic, by choosing the new article category you've created from the article's Category ID menu. The new heading will appear on Help.asp once you've assigned articles to that article category.


Finding FAQs on Your Store

Many of the Volusion themes come with a Help or FAQ link in either the header or the footer of the site.

If your theme doesn’t have this link by default, your shoppers can access your Help page by adding "/help.asp" to the end of your URL in the address bar, as in "www.myvolusionstore.com/help.asp.”


FAQs Tips

Your store’s Help page helps you manage shopper expectations up front by answering questions in a friendly way that serves your brand. When editing or writing FAQs ...

  • Write questions that target info you want your shoppers to know upfront. For example, ask a leading question that allows you to answer by listing some of your products' unique features. Such as, Q: “What are your ingredients?” A: “Our ingredients come from organically sourced farms and are all natural. They include…”
  • Use your FAQ page to speak to concerns that may prevent a shopper from purchasing. For example, you can answer the question, "Why is your product more expensive than other brand's?" by listing the ways your product performs better.
  • Be sure to include shipping and return info. 📦 If you have seasonal shipping and return info to share (such as extended return policies or free holiday shipping), you can hide it the rest of the year by removing the assigned category group.
  • Include links to your extended Terms & Conditions, so that all store policies and practices can be located from one place.
  • Consider including your contact info (phone, email and live chat). 📞 Specify the hours a customer service member is available to assist them. But keep in mind that a main goal of the FAQ page is to reduce your need for live help by giving customers the chance to help themselves.


Summary

Your FAQ page helps both you and your customer. It provides them with the info they need on the spot, which can sway them to make a purchase. It also saves you or a customer service team the time and energy of answering live calls, emails and chats around the clock. 🕑 Now, go be helpful!

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