FAQ

What is FAQ?

FAQ stands for "Frequently Asked Questions." It's essentially a collection of common questions and answers about a topic, product, service, or organization. Think of an FAQ as a self-service resource where users can find answers to their questions without needing to contact support or dig through lengthy documentation. The best FAQs are concise, easy to scan, and tackle the questions people actually ask most often.

FAQs have become a staple in customer service and internal knowledge management, and for good reason. Unlike detailed knowledge articles that go deep on a single topic, FAQs keep things short and to the point. They help support teams by handling repetitive questions automatically, while giving users the quick answers they're looking for.

In practice, FAQs work both proactively and reactively. They anticipate what people need to know, surface important information upfront, and provide fast answers that keep things moving.

Key Characteristics of FAQ

• Question-Answer Format: A question paired with a direct answer. Simple, scannable, easy to digest.
• Brevity and Clarity: Answers usually run 50-200 words. Enough to answer the question, but not so much that readers lose interest.
• Customer-Centric: The questions should sound like how actual users would phrase them. This makes them easier to find and more relevant.
• Organized by Topic: Most FAQs group related questions into sections so users can browse by category instead of scrolling through everything.
• Regularly Updated: Good FAQs evolve over time. They change based on what customers actually ask, what shows up in support tickets, and how your product or processes change.

FAQ Examples

Example 1: Product FAQ Page

Say you run an online store. Your FAQ page might include questions like "What's your return policy?", "How long does shipping take?", and "Do you ship internationally?" Each answer gives the specifics: timeframes, costs, what to expect. Customers get their answers right away instead of waiting on an email or sitting on hold.

Example 2: Internal Process FAQ

An HR department puts together an FAQ document for employees about benefits enrollment. It covers questions like "When can I change my health insurance plan?", "How do I add a dependent to my coverage?", and "What happens to my benefits if I go on leave?" Employees can find answers on their own, and HR spends less time answering the same questions over and over.

FAQ vs Knowledge Article

Both FAQs and knowledge articles give users information, but they're built for different situations.

Best Practices for FAQ Pages

Gather Questions from Real Users

The best FAQs come from actual questions, not guesses about what people might ask. Look at your support tickets, listen to sales calls, and pay attention to user feedback. Those are your real FAQs.

Use Natural Language

Write questions the way your users would ask them. If people commonly misspell something or phrase a question a certain way, use that phrasing. It makes your FAQ easier to find.

Keep Answers Concise

Get to the point quickly. If someone needs more detail, link them to a full knowledge article or a how-to guide. Most people just want the short answer.

Organize and Categorize

Group related questions together. Nobody wants to scroll through 50 unrelated questions to find the one they need. Categories help people browse by topic.

Include Search Functionality

Once you have more than 10-15 questions, add a search bar. It helps users jump straight to what they're looking for instead of scanning through everything. Many organizations house their FAQs within a broader knowledge base or help center that provides unified search across all support content.

How Glitter AI Helps with FAQ

Glitter AI makes creating and updating FAQ documentation a lot easier. Instead of writing out every step of a process, you just demonstrate it. Glitter records your screen and actions, then automatically generates clear answers with annotated screenshots and video.

This works especially well for "how-to" FAQ answers and product demos. What used to require writing, taking screenshots, and formatting now just takes a quick recording session. When processes change, you re-record and regenerate. Your FAQ stays up to date without the usual documentation headache.