FAQs (Frequently Asked Questions) are an effective tool for facilitating communication between you and your customers, readers, or visitors. Often, this section serves as a quick and easily accessible source of information that answers the most common customer/reader questions and also helps save time (for example, you don’t need to explain the same thing to each user individually, but can refer them to the section in question).

The FAQ section not only increases the convenience of your customers or readers but also allows you to spend your time more efficiently on other tasks. A well-structured FAQ can also contribute to a better impression of your business or website, as visitors will appreciate that you care and are trying to help them – it helps build trust.

The FAQ section can be used not only to answer technical or practical questions, but also to explain your offerings, processes or your company’s policies (for example, regarding returns or complaints).

The key to its success is structure and relevance. Each answer within the FAQ should be worded in a way that is mainly easy for users to understand. Answers should therefore be concise, yet informative enough. It is ideal to avoid excessive technical terminology unless it is aimed at a specific target group, and to choose simple and straightforward language. Where appropriate, explain each technical term (or link to a sub-page that explains the term).

FAQs do not have to be universal. For example, if you offer technical products, you might create a section focused on common problems with those products or how to solve them. For services, on the other hand, FAQs can focus on processes, pricing, or delivery terms. In any case, it is important to tailor the content to the specific target audience and ensure that it meets their needs.

FAQs can also have a positive impact on traffic (if the FAQs actually include answers to frequently searched questions that users ask directly to the search engine) and also on SEO (the site is optimized for other keywords and phrases that users frequently search for, and you can increase the credibility of the entire domain). If you structure your questions and answers correctly, you can easily attract more visitors by ranking better in search engines.

In addition, well-crafted FAQs contribute to increasing the time users spend on your website. Which serves as another secondary SEO factor for ranking your site from the search engine perspective. When a visitor finds the answers to their questions directly on your page, they don’t have to look elsewhere, which reduces the bounce rate and fulfills its purpose (the user actually finds the answer to their query in an understandable way), search engines appreciate it. In short, it will be another positive signal to search engines that your website provides valuable and user-friendly content.

The FAQ section is thus not only a tool for communication, but also for marketing and improving your brand visibility.

The decision whether to place the FAQ on a separate page or integrate it into other sections of the site depends on its scope. If you only have a few questions, it may be practical to include them directly on the product or service page. However, for larger FAQs, it may be more appropriate to create a separate page where the information is clearly organized and easy to find.

When to add FAQs to your website?

In general, an FAQ should be included on your website the moment you find that visitors are frequently asking the same questions. For example, this situation may arise when you launch a new product, service, or web project. If customers or users repeatedly contact your support with similar questions, it’s a clear signal that an FAQ section could be a useful solution. By answering common questions directly on the site, you save yourself and your team time and improve the user experience.

However, FAQs aren’t just for e-tailers or companies with extensive offerings. For example, if you run a blog and your readers often ask for details about your article sources, writing techniques, or your personal perspective on a particular topic, an FAQ can be a way to convey this information to them easily and efficiently. Similarly, for companies offering services, an FAQ can answer questions about processes, pricing, deadlines, or service specifications.

The answer to this question depends on the size and complexity of your FAQ section. Small and simple FAQs that answer only a few basic questions can be effectively integrated directly into a product, service, or contact page. Conversely, larger FAQs with more questions are better placed on a separate page – ideally with a well-structured signpost and easy navigation. Why? In terms of user experience and search engine optimization (SEO), a separate structure has several advantages.

Is it better to have one page with all the FAQs explained underneath, or to have a sub-page for each term in the FAQ?

In general, having a sub-page for each FAQ is better than having all the questions and answers listed on one page. The main reason is the way search engines like Google process and rank content on the web. Let’s take a look at the details.

How do search engines work and why do they need a specific URL?

Search engines index individual pages of a site based on their content and assign relevance to them based on specific keywords. If each question and answer has its own sub-page with a unique URL, search engines can easily identify that this page deals with that particular topic. For example, a page with the URL www.vasweb.cz/faq/jak-vratit-zbozi has a clear signal that it answers the question “How do I return goods?”. As a result, the search engine will display it in the results for a user searching for this information.

On the other hand, a single page with all the questions and answers together cannot be as precisely targeted. The search engine may index that page, but if it contains several dozen questions, it will not be able to discern which part of the page is relevant to a particular user’s query. This reduces the chances of the page appearing in the top positions in search results.

Why is one page with all FAQs not an ideal solution?

• Reduced relevance of content to search engines – pages with many different topics are less clear to search engines. Search engines prefer pages that focus on one specific topic or question. If everything is on one page, the search engine cannot effectively determine which keyword or query is central to the page.
• Low chance of getting featured snippets – featured snippets are special listings that Google displays directly on the search results page (for example, the answer to a question in the form of text, a table, or a list). If the question has its own page, the likelihood of Google displaying it as a snippet is significantly higher. For a single page with many questions, it is difficult to determine which part of the content the search engine should select.
• Long page load times and poor user experience – a page containing dozens or hundreds of questions and answers can be very long. This not only increases loading time, which negatively affects SEO, but also makes it difficult for users to navigate. If a user is looking for a specific answer, they have to scroll through the page or use on-page search, which can be frustrating.
• Less opportunity for keyword optimization – Each FAQ subpage can be optimized for a single keyword or phrase, greatly increasing the chance of ranking better in search results. For example, a page focused on the query “How do I return an item?” can include optimized content such as an H1 heading, meta description, images with captions, or other relevant phrases. On a single page with many questions, this is limited because you can’t effectively optimize each question individually.
• Lower internal linking value – separate FAQ subpages allow you to create an interconnected network of internal links that improves navigation for users and search engines. For example, a page asking “Refund?” can link to “How long does it take to get a refund?” or “How can I send the product back?”. This type of linking helps search engines better understand the structure of the site and increases its ranking.

When might one page be appropriate to explain all FAQs?

There are situations where it may make sense to have all the questions on one page – for example, if you only have a few questions (less than ten, for example) and the answers are short, it probably doesn’t make as much sense from a UX perspective to direct the user to another subpage to read 2 sentences. In that case, clarity and simplicity may be more important than the SEO benefits of separate pages. However, even then, it’s a good idea to use anchors (anchor links) to allow users to quickly navigate to a specific answer.

On the other hand, for more comprehensive FAQs, it is better to have a signpost, where it is often desirable to have some more advanced filtering options (by alphabet/topic/common queries) and also the possibility to easily go back to the FAQ signpost from a given term.

Disadvantages of FAQs – what worries will the FAQ section of the site bring you?

Are there any reasons not to have an FAQ on the site? Not many, but you definitely need to consider taking proper care of this section as it is more in plain sight (or summarises information that could have a negative impact on your sales – for example, having the wrong information regarding pricing/conditions within the FAQ that users could refer to).

One of the drawbacks associated with creating and managing an FAQ section is the need to regularly update and maintain it, which can be time-consuming and organizationally challenging. Although at first glance the FAQ appears to be a static section of the site that, once created, works without further intervention, the reality is different. To remain useful and relevant, the FAQ needs to be continuously adapted to the current needs of visitors and the market situation.

The first problem is time-consuming. Updating FAQs requires careful monitoring of what questions customers are asking, while evaluating whether existing answers are still relevant. As changes occur in your products, services, or terms and conditions, the section needs to be adapted to match the current information. This means not only adding new questions and answers but also reviewing existing ones and modifying or removing them as necessary.

Another problem is the fact that outdated FAQs can have a negative effect on users. If customers find information that is no longer valid, they may be confused or disappointed. This can lead them to contact customer support with additional questions, which creates extra work and undermines the primary purpose of the FAQ – to save time for both parties. Plus, outdated information can undermine trust in your brand’s professional approach, a risk no company can afford.

Managing FAQs also requires regular collaboration between different departments, such as marketing, customer support, and the technical team. This can be organizationally complex, especially if you are dealing with a larger company or project. In addition, updates require a certain amount of creativity and the ability to formulate answers in a clear, concise and straightforward manner, which is not always easy.

Last but not least, there is the financial aspect. While FAQ maintenance may not directly incur high costs, the time spent on it by staff could be used for other activities, such as business development or working on other marketing strategies.

In summary, the main disadvantage of the FAQ is the need to invest time and energy in its maintenance. If not enough attention is paid to this duty, it can easily happen that a section that is supposed to facilitate communication and improve the user experience starts to serve the opposite purpose and act more as a source of frustration. It is therefore important to view FAQ management as a continuous process that requires regular attention, rather than a one-off task.