Entries Tagged 'website copywriting' ↓

If you tried to give your customers every piece of information about your business and processes within the body of your website, you’d end up with something confusing, long and incredibly tedious.

That is why the humble FAQ (Frequently Asked Questions) page exists.

It is a simple way to communicate simple pieces of information to your reader quickly. Most websites include one these days because:

• They provide an extra level of support for your customers
• They save you time by posting answers to questions you are constantly asked therefore reducing email and phone calls
• They show you care about your customers by providing them with as much assistance as possible

Of course, for it to be a truly effective page you must ensure you include questions that people want to know the answers to. Look back through your email correspondence with customers and pull out all the questions that crop up time and again.

That’s all well and good, but how do you make sure you write a good FAQ page?

Well these 6 pointers will get you started in the right direction.

6 ways to write a winning FAQ page

1. Forget the fuss

The first thing to remember is that your FAQ page is there simply to provide information. It is not one of your main sales pages. So, although its content should still be clear and informative, it is the content that matters so forget images and other distractions. Make sure it is well written and easy to follow and that there’s no ambiguity.

2. Simplicity is key

Providing an FAQ page and then making it difficult to find answers is rather counter-productive. Make it easy for your user by categorising your Q and As. Cluster all questions relating to similar topics together. That way it will make your customers life much easier because they’ll be able to find the information they need quickly.

3. Information overload

The number of questions and answers you have will depend on your business. Some of you may only have half a dozen or so. But for those who are likely to have ten or more questions, gather all the questions together at the top of your page and link each one to their answer. That way your reader can scan down the list of questions, find the one relevant to them, click on the link and be taken to the answer. This will make it much easier to use than if you merely list all Q and As together so they have to scroll down your mammoth list until they find the one they want.

Just bear in  mind though, if you do list your questions and link them to the answers, make sure you provide a ‘return to top’ link at the end of each answer so they can easily return to the top of the page.

4. Start with the easy stuff

Another good way to make sure your list of questions is useful is by placing the simplist and most often asked questions at the top of the list. The more complex questions should then come further down the list.

5. You’re not writing a novel

However tempted you are to write something literary and indepth, keep your answers short and to the point. Now’s not the time to show off your writing skills (in fact, that is something you should never do when writing any type of marketing materials. Your writing should be secondary – it is your marketing message that should be noticed), keep your answers simple, short and to the point.

6. Be available

One thing that really bugs me are websites without any contact details. It is so frustrating especially when the FAQ page doesn’t answer my particular problem. Like many people, if I find a site that makes it virtually impossible to get in touch with the company I’ll hit the back browser and find someone else. My instant reaction is what are they trying to hide? If you are a genuine company why isn’t your address, phone number, email address clearly marked on your website? Make sure you provide a link to your contact page from the FAQ page in case someone has a question that’s not listed.

So as you can see your FAQ page really is important and shouldn’t be thrown together as an after thought. It is your extended online customer service portal providing information that your customers need. By making it easy to find, easy to follow and easy to read, you are adding another layer of customer service. Plus, just think of how many emails and phone calls you won’t have to field because your customers can find the answers to their questions for themselves.

Remember to also keep it updated. It is unlikely you’ll predict every question you’ll ever be asked, so as new questions arise add them to your page. Over time you’ll accumulate a valuable bank of information for your customers.

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Do you have a website? If so, how is it performing?

I’m not talking about its load time or looks but rather how many of your visitors go on to become customers – i.e. we are talking about its conversion rate.

As a copywriter I frequently come across websites that look pretty, have a lot of content, even rank well and yet the owners are at a loss as to why it doesn’t convert its visitors into sales. Even scarier is when people state:

Client: “My website’s working really well – I get about 500 unique visitors every day”

Copywriter: “Great, so what’s your conversion rate?”

Client: “My what?”

There is a simple way to boost your conversion rate, although this post is entitled the Number 1 secret to websites that convert; it’s not really a secret, it should be common sense.

How to make your website convert

First off I want to look at the behaviour of people searching the internet.

If they are looking for a specific product or service they will enter their search term into Google and then open a new tab for each website that takes their fancy. The idea behind this is that they can compare what each company is offering.  They’ll want to know what’s in it for them if they buy from your company.

Have you guessed the number 1 secret to website that convert yet?

That’s right – you have to identify your unique value proposition. But not only identify it, make sure it is the first thing your potential customer sees.

Your UVP is going to be the main benefit you offer. Something that is going to set you apart from your competitors,

It could be a free bonus item, price reduction, guarantee – something that is of real value to your reader.

That is the secret behind the biggest converting websites.

If you hide your UVP within your text, do you really think the reader is going to take the time to read the entire content of your site to find it?

No, they won’t. The one thing people have very little of these days is time. So make their job easier by announcing your UVP immediately and clearly. And make sure it is on all your pages – after all, there is a chance they’ll land on a page other than your Home Page. A simple banner across the top of all your pages announcing your UVP will do the trick.

Make it big, make it bold, make it seen.

So, now you know what to do if you want to boost your conversion rate. Take a look at your website, identify your UVP and shout about it. Then watch what happens to your conversion rate.

Sally Ormond – freelance copywriter

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First off, when I say “The Importance of Telling Your Reader What to Do” I don’t mean that your copywriting should become prescriptive and demanding. That would just be silly. After all, a copywriter is supposed to build rapport with her readers; she’s supposed to get to know them, work out what makes them tick. She’s not supposed to shout at them and give them orders.

Or is she?

Softly at first

If you want your copy to work, you’ve got to build a realtionship with your reader. You must immediately show them that you understand what they are looking for. By telling them how your product/service will benefit them will show them that you care, you are willing to listen, and you’ll make their life better.

Aren’t you great?

By the time they’ve finished reading the inital paragraphs of your website they’ll be your best friend hanging on your every word.

Then what?

Well, now’s the time to build on your new found friendship. By now your reader trusts you and is ready to be lead by you to the next stage of the relationship.

But there’s a problem. You’ve told them how you’re going to improve their life. They love your product/service and realise that it is exactly what they’ve been looking for. But now, after doing all the hard work and convincing them they need it, you’ve left them high and dry.

They’ve read to the end of the page, ready to do whatever you ask, but there’s nothing. Zero. A big fat zilch. Just empty space.

Now they’re confused. They panic and hit the back browser and go to another website in the hope that will tell them what to do next.

So what did you forget?

You forgot one of the most important sections of your copywriting. It may only be a few words, but they could be the most important few words on the entire web page.

What’s the point in creating superb copy that has convinced your reader to buy if you forget the call to action?

“But they know they want to buy the product, why should I have to tell them to buy it?”

A very valid point, but if you don’t have a line at the bottom of your page that says Click here to buy now, or perhaps Call us today on 123 456 78 and book your appoinment, your reader won’t know what to do. Why should they go hunting round your website trying to work out what to do next if you can’t be bothered to tell them.

It might sound laughable that people forget to add a CTA but it happens all the time. I’ve lost count of the nimber of websites I’ve seen without one leaving the owner wondering why their conversion rate is so low.

Go and take a look at your website now – do you have a CTA? If the answer’s “no”, before you do anything else today add one to every sales page. Don’t leave anything to chance, if you want your reader to buy, tell them.

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Content is King!

How many times have you been told that?

Well, it is true. Internet marketers have been telling you for years if you want more organic traffic you must publish more web content targeted at your long tail keywords. Finally, you’re taking notice and more and more companies are adding page upon page to their websites of new content.

But of course, hiring a talented copywriter doesn’t come cheap. So, adding hundreds of new pages of content to your website is going to be expensive.

Now, there is a group of you out there who think you’ve found the perfect solution to this. I can see you patting yourself on the back because you think you’ve got the best of both worlds – shed loads of new content without the high price tag. If that’s you, you’ve probably done one of two things:

• Out sourced your content writing to an Indian company or elsewhere in the world where you can pick up loads of articles for next to nothing
• Decided to take the DIY approach and written it yourself

Big mistake!

Yes, you are increasing your web content at a great rate of knots – but at what cost? And I’m not talking about how much you’ve paid for it; I’m talking about the cost to your reputation.

Why you shouldn’t value quantity over quality

Watering down the quality of your website content in this way could have a seriously detrimental effect on your rankings. Remember those? You’ve quite possibly spent years working on your search engine optimisation to achieve great rankings, do you really want to jeopardise them now?

A big part of your SEO strategy is building back links. Of course, people will only link to you if you provide great content. If you start to water down the quality of your content with poor articles, people won’t want to link to you. And if they don’t link to you…you got it, you’ll start sliding down the rankings faster than soap down a helter-skelter. If you want to attracts links, your content must be entertaining, intertesing and appealing.

But there is a more serious consequence – yes, even more serious than affecting your rankings. Low quality content will have a detrimental effect on your company’s image. Now for the science bit – take a look at these equations:

Great Content = Increased value + Positive effect on your company’s image

Poor quality content = Disappointed readers + Negative effect on your company’s image

OK, so maths was never my strong point but I’m sure you get the gist.

Why am I telling you this?

Because, if you don’t invest in quality content for your website you are going to do some serious long term damage to your reputation.

If you’re not particularly bothered about anything I’ve warned against here, go and hire a company that will generate oodles of content for you for just a few pounds. But if you do care about your image and reputation, invest in a quality freelance copywriter and focus on getting quality content. Yes, it will cost you more but the long term benefits speak for themselves.

The choice is yours.

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Today’s buyer has more choice than ever. The market place is saturated with companies vying for their attention.

So, if people aren’t buying from you it is down to one reason alone:

You haven’t given them sufficient reason to choose you above your competitors.

That might leave you scratching your head – you have a website, you have brochures, you’ve dabbled in email marketing, so what else do you have to do?

Just because you have an internet presence doesn’t automatically mean people will buy from you. You have to give browsers a golden reason why they should buy from you.

This is George. He runs a small business that makes curtains to order for his clients. He’s invested in a website but didn’t want to pay for a copywriter to produce the content (he can write as well as anyone – can’t he?) so he wrote it. It tells people all about his company:

• We’ve been making curtains for 10 years
• We have an extensive range of fabrics
• We can make them to any size
• We can make blinds, curtains, Austrian blinds etc.

So, where’s he gone wrong?

Let’s look at it from a customers point of view:

• We’ve been making curtains for 10 years – so what?
• We have an extensive range of fabrics – define extensive.
• We can make them to any size – can’t everyone?
• We can make blinds, curtains, Austrian blinds etc. – so do all the other companies.

He hasn’t told them anything that makes him stand out from the crowd.

The browsing public have a short attention span and even shorter memories. If you want them to pick you as their chosen supplier, you must tell them what makes you stand out immediately.

How to make your mark

To find out what makes your business unique, write down every reason you can think of, why someone should buy from you. Ask all your staff members for their input and create as comprehensive a list as possible.

Next, go back over that list and cross off anything that your competitors do.

Once you have your list of things that are unique about your brand you then have to work out which ones are likely to be most important to your customers and, more importantly, which they are most likely to understand. Remember – you must think from your customers’ shoes here; your opinions don’t count.

By now, you should have some good information you can use on your Home Page, in your brochures and in your email marketing.

Make your unique value proposition strong, clear and easy to understand. With your message centred on your customer rather than on you, you should avoid the ‘so what?’ response.

Sally Ormond – freelance copywriter

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