Template for an FAQ document: A guide for customer support managers

A list of frequently asked questions (FAQ) is a useful tool for both your support team and customers. An FAQ gives customers quick answers to common questions, and it saves time for your team so they can focus on building long-term relationships.

This guide shows you how to build an FAQ page that actually works. We’ll go through a step-by-step template for your FAQ document, and share important questions to include.

What’s an FAQ, and why does it matter?

An FAQ section is a key part of any company’s knowledge base. It gives short answers to the most common questions you get from customers and prospects. 

FAQs are useful because they:

• Give quick answers. Customers with common questions can find what they need fast — they don’t have to reach out and wait for a reply.
• Show expertise. FAQs show customers that your team understands important topics and knows what people tend to ask.
• Free up support time. When your support team doesn’t have to answer the same simple questions over and over, they have more time to troubleshoot unique issues and complicated tasks.
• Improve important metrics. Because your team has less tickets to deal with, they can speed up response times and boost customer satisfaction.

Important questions for your FAQ template

Here’s a template for frequently asked questions in common categories. You can use these to get started, then tweak them to fit your company and customers.

Onboarding and usage

Questions about onboarding and issues that come up while customers settle in:

• What are the first 3 steps I should take after I sign up?
• Is there a step-by-step guide for new admins?
• How do I import my data into this product?
• How does this specific feature work and what can it do?

Features and integrations

Questions about your product’s features and how it fits in to their workflows:

• How can I export my data?
• How do I set up notifications for events?
• What are the best ways to use this product to meet my goals?
• How do I integrate your product with other platforms I use?

Technical and troubleshooting

Questions about specific product issues:

• How do I authenticate my API keys?
• What’s this error code and how do I fix it?
• What are the technical requirements for installation?
• Why is my data processing slow?
• How do I troubleshoot this product feature?

Security and compliance

Questions about sensitive customer data, a category that’s especially important for B2B and SaaS companies:

• What are your security and compliance certifications?
• How do you protect my company's data?
• How do I set up role-based access controls (RBAC)?
• How do I add single sign-on (SSO) for my team?

Accounts and contracts

Questions about account status and contract changes:

• How do I add or remove users from my account?
• How do I reset my password?
• Where can I view or change user roles and permissions?
• Where can I find a copy of my latest invoice?
• How do I update my payment information?
• What’s your policy on contract changes or renewals?

How to create an FAQ document: 6 steps

Now, here's how to create an FAQ for your company and make it easy for customers to use.

1. Pick common customer questions

Survey your customer interactions and look for frequent questions and problems. Pylon’s AI Knowledge Management makes this step faster, since it automatically reviews support conversations for knowledge gaps. 

2. Draft clear and helpful answers

For each question, write up a simple answer in just a few sentences, and avoid jargon and complex grammar. Keep SEO in mind and use keywords people search for, so your FAQ sections show up in search engine results and AI answers. Pylon’s AI tools can help here too, by writing answers based on earlier replies from your customer support team. 

3. Organize questions into categories

A long, unstructured list of questions and answers is hard to use. Group questions into categories and include subheadings for each section. You could also create a navigation menu, so customers can click on a category and see the questions for that topic.

4. Design your FAQ document

Your FAQ format should be simple, since the goal is to help customers find the info they need fast. A list works well, with the questions formatted as subheadings and the answers in body text. And make sure the design works well on all devices, from large-screen displays to mobile.

5. Make your FAQ easy to find

It should be easy for customers to find your FAQ page, so link to it in sales copy and in your website’s menu or footer. If there’s a specific place where customers often look for help, like a support center or contact page, include your FAQ there too.

Your FAQ document can also be part of your knowledge base, so it’s easy for customers to move from one resource to another. In your FAQ answers, add links to articles for more details, and include a search bar that lets customers explore the FAQ and knowledge base.

6. Improve your FAQ over time

Update your FAQ often. When you launch a new feature or product, add relevant questions and answers about it, and update FAQ entries where needed. Also, track customer messages and add new topics lots of people ask about. 

Finally, measure how customers use the FAQ, so you know if it's helpful. Find out what questions people click on, and track knowledge gaps so you can make improvements. For example, if customers continue to look for help after they read an answer, you could add or update your FAQ so it gives them enough info. 

Speed up customer support with an FAQ page

Well-designed FAQ pages give customers quick answers and make it easy for your support team to improve satisfaction. Pylon’s support platform helps you identify the questions customers are commonly asking, so you can get an FAQ up and running.

Pylon is the modern B2B support platform that offers true omnichannel support across Slack, Teams, email, chat, ticket forms, and more. Our AI Agents and Assistants automate busywork and reduce response times. Plus, with Account Intelligence that unifies scattered customer signals to calculate health scores and identify churn risk, we're built for customer success at scale.

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FAQ

What’s the best format for an FAQ document?

The best format is a list of real questions paired with concise answers. Use a clear layout (like accordions or a simple list), group related questions, and only include FAQs customers actually ask.

What are common FAQ page mistakes?

Common mistakes include guessing questions instead of using real ones, giving vague or technical answers, poor organization, lack of headings or search, and ignoring mobile-friendly design. 

How many questions should be on an FAQ page?

A typical FAQ page works well with 8 to 15 questions. For 10 to 15 questions you can include sections. If you have more than 15 questions, you might need subpages or a deeper structure.

Should FAQs be H2s or H3s?

Use heading tags to organize hierarchy. Usually, you’ll make “FAQ” an H2 or H3 heading depending on your page, and then each question can be an H3 or H4. The logical tags help with readability and SEO.

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