itsual FAQ
Overview
A good FAQ is based on questions people actually ask, not questions the organization wishes they would ask.
When to Use
- Product or service FAQ pages
- Event or program FAQs
- Policy or process clarification
- Internal team FAQs
Principles
- Source questions from real support tickets, sales calls, and user research
- Lead with the most common or highest-friction questions
- Keep answers short; link to deeper docs when needed
- Group related questions with clear headings
- Review and prune regularly — outdated FAQs erode trust
- Write answers in plain language
Useful Patterns
- Question as the user would ask it
- Direct answer in the first sentence
- Brief elaboration or conditions
- Link to relevant guide or contact path
Verification
- Questions reflect real user language
- Answers are accurate and current
- The FAQ actually reduces repetitive questions