An FAQ (Frequently Asked Questions) page is a key part of a knowledge base because it addresses the most common questions customers have and is useful to customers at all stages of the customer journey. FAQs start with a question and then answer it concisely.

Are your agents spending too much time answering the same basic questions over and over again? That's a good indicator that you need an FAQ page.

For customers who are going straight to your site for answers, put the link to your FAQ or support page in a highly visible place—preferably in the top navigation bar. This will encourage customers to read through the FAQs before they reach out to a support rep or open a ticket.

FAQ pages and help centers, in general, are great for SEO. Customers have adopted a “Google it” mantra when it comes to customer service. They check a company’s online resources first when they run into trouble and prefer self-service because it’s quick and convenient. Instead of making your customers wander through the pages of Google, optimizing your FAQ page helps them find information faster.