Is an FAQ section the same as a knowledge base?
Posted: Tue Jan 28, 2025 3:19 am
From furniture manuals that can be understood in virtually every known language to in-store signage that allows customers to find everything they need in the warehouse on their own, IKEA knows how to reduce the number of employees in contact with customers. It can then be as efficient as possible while still offering customers ultra-low prices. It's a lot harder than you might think.
Naturally, IKEA's website covers many permutations of customer questions in order to reduce the number of inquiries (and staff).
In the Swedish minimalist style, the questions are direct and the answers concise. No time is wasted and it is very easy to find information.
Ikea FAQ
Question categories for a product-based e-commerce FAQ:
Delivery: These questions cover delivery costs, delivery locations, delivery times, and what to do if a delivery doesn't arrive.
Returns: This is the return policy, how to return an item, and who pays for returns.
Orders: These questions cover issues that can canada telegram number database arise when placing an order, and what to do if an order is missing or contains the wrong item.
Products: Use this category for everything related to the physical product, size guides for clothing, stock levels, and how to care for items.
Payments: This section covers payments and orders, how to make payments, the types of payments accepted, and how to resolve an issue when a payment is incorrect.
Account: Keep this section for everything related to the creation and management of a customer account by a user.
FAQ template for e-commerce sites. Download our spreadsheet with a template to write your own FAQs .
Saas FAQ
Software as a Service (SaaS) companies need to be intuitive and teach their audience how to use the software. A good SaaS gently guides the user through the main functions, then presents them with more options as they gain confidence.
Naturally, IKEA's website covers many permutations of customer questions in order to reduce the number of inquiries (and staff).
In the Swedish minimalist style, the questions are direct and the answers concise. No time is wasted and it is very easy to find information.
Ikea FAQ
Question categories for a product-based e-commerce FAQ:
Delivery: These questions cover delivery costs, delivery locations, delivery times, and what to do if a delivery doesn't arrive.
Returns: This is the return policy, how to return an item, and who pays for returns.
Orders: These questions cover issues that can canada telegram number database arise when placing an order, and what to do if an order is missing or contains the wrong item.
Products: Use this category for everything related to the physical product, size guides for clothing, stock levels, and how to care for items.
Payments: This section covers payments and orders, how to make payments, the types of payments accepted, and how to resolve an issue when a payment is incorrect.
Account: Keep this section for everything related to the creation and management of a customer account by a user.
FAQ template for e-commerce sites. Download our spreadsheet with a template to write your own FAQs .
Saas FAQ
Software as a Service (SaaS) companies need to be intuitive and teach their audience how to use the software. A good SaaS gently guides the user through the main functions, then presents them with more options as they gain confidence.