If you’re in the business of software-as-a-service, or software of any kind, you’re going to be fielding a lot of questions. From technical Q&A to people who want more information about your brand, you’ll find questions of all kinds coming your way. This is a great way to build a new resource, but it also comes with its own set of concerns. For starters, how do you know which questions to ask? And how do you set up an FAQ page to meet people’s expectations and deliver answers that impress?
It's a lot of work, but we’ve got you covered. This guide will help all software brands and SaaS websites get a good start on building a strong FAQ database for clients. That way, you can provide people with a top-rate solution and become a leader in the world of education and support, in their eyes. This kind of reputation isn’t easy to come by.
Why the FAQ page? Well, first of all, it’s a standard, effective way to get people quick answers to common questions.
More importantly, the FAQ page is the single-most used self-service tool online today. So, if you have one, it will go a long way—if it’s good, it can help you immensely; if it’s bad, though, it can be a total nightmare. Below, we’ll talk about how to make sure that your page is set up to be a slam dunk, no matter how many FAQs you have or what topics you cover. Then, we’ll help you get started with 10 FAQs that every SaaS or software brand needs.
First, though, let’s talk about self-service. Technology has evolved to a point where people quite literally have the world in their pockets—how are brands supposed to keep up? You’ve got to deliver a website experience that meets the needs of today’s on-the-go, instant answers-on-demand consumer, and that includes your FAQ page. In fact, 82% of all US consumers say that they expect businesses to have some type of self-service resource available.
If you’re not offering FAQs or another help section for your audience, you’re doing them a disservice as much as your brand. People want easy, instant answers. Setting up an effective FAQ page is an easy way to do that and deliver a better experience. You can even ask people for insight and suggestions along the way to ensure that you get your page(s) perfect.
Frequently asked questions are in no short supply in the world of software and SaaS, so you’ll find no shortage of Q&As to offer your audience. Of course, you’ve first got to create a solid site structure and then make sure that you’re asking the right questions.
Let’s get started.
You’re in the business of technology, so you might have a little bit of an upper hand here compared to most. However, there are still some areas of building a solid FAQ database and knowledge base for your audience that you might not be familiar with. For starters, you want to have a structure that works. It should be simple to navigate, flow seamlessly, and provide people with easy access to the questions and answers that they want to know.
If you don’t have a lot to cover at first, you could start with a single page of FAQs. You will want to organize everything by topic, of course, to keep it orderly and help people find what they need. Consider using hyperlinks or expandable drop-downs to help simplify the page and save endless scrolling, or find other ways to condense information. You could even add a Table of Contents at the top of the page.
For those who have an extensive list of FAQs, separate pages may be necessary. In this case, you’ll want to start with some general Q&A and then separate the more detailed topics into their own pages. As a software company, you may have topics or categories like:
These examples are just a few to get you started on creating your own categories, of course, so don’t feel that you’re limited to them in any way. Just use them as you can or use the ideas to help you create your own categories for organizing your FAQs.
The important thing is that you take the time to create a page that is easy to follow and that delivers the simple, straightforward answers that people deserve. There’s no right or wrong way to do it, specifically, but keeping these tips in mind will definitely help you along the way. Now, let’s look at 10 questions you can’t do without.
This is always number one. So many people don’t understand SaaS or what it means to their business. Others just aren’t sure how it differs from a typical software product or company. There’s a lot to cover here, but even addressing the question shows your audience that you are ready to do so and be transparent about what you offer. This is your chance to educate people and build your reputation. It’s also a chance to sell your services by showing people what you can do. List perks here, provide past examples, and so forth. This will all allow your audience to see what you have to offer and make them that much more likely to convert.
Here’s a common logistics and tech issue: compatibility. People want to make sure that your software solutions are compatible with the tools that they already use. Some might be investing in a new tool and want to make sure it works with their existing SaaS solutions from you. In either case, use this opportunity to explain that process to people. Advise as to what kind of systems and platforms your SaaS business can work with and what people need to do to make sure that they’re using the right tools and systems.
You can also invite them to contact you to find out more or let you handle the compatibility checking, which is something that many people will appreciate because they don’t want to have to do it themselves.
We love this question because it does two things: it allows you to tell people why they can benefit from SaaS, and it allows you to sell your services specifically. Notice that we don’t ask “if” people need SaaS, but “why” they need it—eliminate the option of saying no and you’ll see a huge increase in leads. Explain what your SaaS solutions can do for different brands and use past examples of how you’ve helped others succeed. Then, invite people to contact you and find out more about what you can do as well as how you can help them with their SaaS solutions. If you offer customizable or scalable solutions, include that here, too, because that’s a big selling point.
This goes along with compatibility, but sometimes people don’t want to have to check themselves or even think about it. They want to know what your software works with and whether it will be compatible with their existing suite of tools and technology. Make sure that you provide a list of the most common tools your software can work with and then invite people to reach out regarding specific integrations if they need something that isn’t on the list.
In the world of software, people want to know that they’re working with brands that they can trust to deliver results. Be sure to list your education and degrees, as well as your career experience in software, tech, and SaaS. Allow people to explore your past projects or give them access to testimonials here, which will give them another perspective of your experience and what you bring to the table. You’re basically selling your business here by showing people your experience and background, so be sure to take advantage of that as much as possible.
With SaaS, cloud storage and data security are big topics. People like the idea of being more hands-off with their data and knowing things are stored safely somewhere else and being managed by someone whose job it is to provide secure data storage. However, they do want to know that this is happening, so explain your security procedures and storage processes here for clients and potential clients. That way, they can see that you take security seriously and are prepared to protect their data, no matter what they need to store.
The world of technology can be confusing. The cloud itself was enough to send some people reeling because they simply couldn’t grasp what was actually going on. Storing things in the “virtual” cloud is essentially just storing them in the virtual realm of someone else’s hard drive or computer. For example, if you store things on Google Drive, you’re actually storing them with Google, not just “in the cloud” somewhere floating out in cyberspace.
Software-as-a-service, as you know, involves providing a software platform that delivers a service. Explaining this to people can be challenging, but if you do it well, they will appreciate it. They will also be more likely to work with you because they trust that you know what they’re doing.
This goes along with how you protect data, but most people asking this are more curious about what they can store or what the rules are on their end. Provide a link to your data storage terms and policies pages here and explain your policies in a concise manner that covers the major highlights. Then, you can ensure that people won’t misuse your servers and will have a better understanding of what’s expected of them in this relationship.
SMBs, and even your larger clients, may need flexible options to pay for the services that they book. Others may just be curious as to which payment options you provide so that they can decide what’s going to be best for their brand. In addition to listing the types of payments you accept, you should also explain how services are billed so that people know whether there will be recurring payments or if individual payments are taken for each service, and so forth.
Of course, everyone is going to want to know what your fees are, too. There may not be an easy way for you to provide this without talking to people but consider at least offering as much insight as you can. For example, tell them you offer a free consultation, and then your subscriptions are charged monthly with other services available on an as-needed basis if that is the case. It’s more about being transparent than providing actual dollar amounts, but those always help when you can.
Partner with Smith.ai and you’ll never have to worry about missing a beat, even when you’re working on your FAQ page and other client resources. Our team of virtual receptionists can deliver 24/7 solutions and support for call answering, live website chat, Facebook message answering, and so much more.
When the new leads start coming in and you get overwhelmed, ask how we can field the lead intake and scheduling, too. We’ll even help you set up payment collection solutions if you want, and more. There’s really no limit to what we can do for your SaaS company, and we’ll help you craft the perfect strategy to manage it all, too. That way, you’ll know that we’re taking care of your leads and clients while you’re taking care of your business.
If you want to learn more, schedule a consultation to find out what our 24/7 virtual receptionists can do for your SaaS company, from after-hours call answering to live website chat, scheduling, and so much more. You will also find us at email@example.com or (650) 727-6484.
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