FAQ Builder

SKILL.md

---
name: FAQ Builder
description: Generate comprehensive, conversion-focused FAQ sections for ecommerce product pages by systematically analyzing real customer questions, return data, and purchase objections.
---

# FAQ Builder

Generate comprehensive, conversion-focused FAQ sections for your product pages by systematically analyzing the questions real customers ask, the reasons they return products, and the objections that stall purchases. Instead of guessing what buyers want to know, this skill builds FAQ content grounded in actual customer pain points, structured to resolve hesitation at the moment it arises and reduce the support ticket volume that drains your team's bandwidth.

## Quick Reference

| Decision | Strong | Acceptable | Weak |
|---|---|---|---|
| FAQ source data | Support tickets + return reasons + review Q&A + competitor listings | Support tickets only | Writing from memory what you think customers ask |
| Number of FAQs | 8–15 per product, grouped by topic | 5–7 ungrouped FAQs | 2–3 FAQs or 20+ with no grouping |
| Answer length | 2–5 sentences with specifics (dimensions, materials, compatibility) | 1 sentence answer without detail | One-word answers or answers that raise new questions |
| Objection handling | Explicitly names the concern before resolving it | Answers question without acknowledging doubt | Defensive or dismissive tone |
| Platform formatting | Matches platform specs (Amazon character limits, Shopify accordion, TikTok Shop) | Generic HTML list format | Plain text wall, no formatting |
| SEO integration | Target keywords woven naturally into answers | Keywords in questions only | No keyword consideration |
| Update cadence | Reviewed and updated after new support ticket spikes | Reviewed quarterly | Never updated after initial publish |

## Solves

- Product pages that generate high support ticket volume for the same repeated questions
- Return rates driven by "not as described" or "wrong size/compatibility" — both addressable with FAQs
- Conversion drop-off at the product page because buyers can't find answers before checkout
- Listings that lose to competitors whose pages are more complete and trust-building
- Support team spending hours answering questions that should be self-serve
- New product launches with no existing review base to signal trustworthiness
- Marketplaces penalizing listings with high "buyer question" rates (Amazon A9 signals)

## Workflow

### Step 1 — Gather Source Data

The quality of your FAQ is entirely determined by the quality of your input data. Collect:

**Tier 1 sources (highest signal):**
- Support ticket exports filtered by product — look for question patterns appearing 3+ times
- Return reason data — "not as described," "wrong size," "missing feature" all translate to FAQ entries
- Amazon Buyer Questions on your listing and competitor listings in the same category
- 1-star and 2-star review text — complaints reveal unmet expectations you can preemptively address

**Tier 2 sources (supplemental):**
- Your own product team's anticipated questions (useful for technical specs)
- Competitor listing Q&A sections (reveals what buyers in your category commonly wonder)
- Reddit and forum threads where buyers discuss products in your category
- Google autocomplete for "[product type] does it..." / "[product type] is it compatible with..."

Minimum viable input: product description, 3 top support ticket categories, and 5 real customer questions.

### Step 2 — Categorize Questions by Intent

Group raw questions into intent buckets before writing answers:

| Category | Examples | FAQ priority |
|---|---|---|
| Compatibility / fit | "Does this work with X?" "What size should I get?" | High — prevents returns |
| Shipping / fulfillment | "How long does delivery take?" "Do you ship to X?" | High — pre-purchase anxiety |
| Product specs | "What material is it made of?" "How many units included?" | Medium — listing gap filler |
| Usage / instructions | "How do I set this up?" "Can it be used for X?" | Medium — reduces support tickets |
| Returns / warranty | "What's the return policy?" "Is there a warranty?" | High — purchase risk reducer |
| Authenticity / quality | "Is this the real brand?" "Is the quality good?" | High — trust signal for new listings |
| Comparison | "How is this different from [competitor]?" | Medium — consideration stage |

### Step 3 — Write Answers Using the ACES Framework

Each FAQ answer should follow: **Acknowledge → Clarify → Expand → Seal**

- **Acknowledge**: Name the concern or question directly
- **Clarify**: Give the direct, specific answer (number, yes/no, dimension)
- **Expand**: Add the detail that turns the answer into confidence ("the [material] ensures...")
- **Seal**: End with a trust signal or action if applicable

**Example:**
- Q: "Is this water-resistant?"
- Weak answer: "Yes it is."
- ACES answer: "Yes, the [product] is IPX6-rated water-resistant, meaning it handles heavy rain, splashing, and sweat without damage. It is not designed for submersion — don't use it underwater. This makes it ideal for outdoor workouts, hiking, and daily commutes in wet weather."

### Step 4 — Format for Platform

**Amazon:**
- Use the Seller Central Q&A feature and A+ Content FAQ module
- Character limit: ~1,000 characters per answer in A+
- Questions should contain relevant search keywords
- Lead with the most important information (Amazon may truncate)

**Shopify:**
- Use accordion-style FAQ apps (Acecart, HelpCenter, or custom sections)
- No character limit — prioritize readability over compression
- Include internal links to size guides, shipping pages, return policy
- Place FAQ section above the fold on product pages for high-anxiety categories

**TikTok Shop:**
- Shorter answers (2–3 sentences maximum)
- Mirror the casual, direct tone of TikTok content
- Prioritize shipping speed and return policy (top buyer concerns on the platform)

**WooCommerce / generic:**
- Use schema markup (FAQPage schema) for Google rich result eligibility
- Structured data can generate FAQ accordion directly in SERPs

### Step 5 — Prioritize and Sequence

Order your FAQs to map the buyer's journey — put purchase blockers first:

1. Compatibility / fit (prevent the "wrong item" return)
2. Shipping and delivery timeline
3. Return and refund policy
4. Quality and material details
5. Usage and setup questions
6. Comparison and differentiation

Never lead with company background or brand story FAQs — buyers at the product page want answers about the product, not your origin story.

### Step 6 — Optimize for SEO

- Include primary and secondary keywords in 30–40% of answers
- Use long-tail question formats Google shows in "People Also Ask": "Can you use [product] for [use case]?"
- Avoid keyword stuffing — one natural mention per answer is enough
- For Shopify: create a dedicated /faq page with schema markup to capture SERP FAQ real estate

### Step 7 — Set Up Maintenance Triggers

FAQs decay. Set up:
- Support ticket spike alerts: if a question type spikes 30%+ in a week, add or update the FAQ
- Quarterly review: pull fresh support data and compare against published FAQs
- Post-return analysis: after each return batch, check if reasons are addressable with FAQ updates
- Review mining: flag new 1- and 2-star reviews monthly for new FAQ candidates

## Examples

### Example 1 — Kitchen Gadget (Shopify + Amazon)

**Product:** Adjustable mandoline slicer, 3 SKUs (different blade sets)  
**Source data:** 47 support tickets in 90 days; top issues: blade compatibility between SKUs, cleaning instructions, safety concerns with the guard  
**Return reasons:** "cut myself using it" (22%), "blades don't fit my model" (18%)

**FAQ output (top 5 by priority):**

**Q: Will the extra blades from the 5-blade set fit my 3-blade model?**  
A: No — the blade sets are model-specific and not cross-compatible. The 3-blade model uses a narrower frame than the 5-blade model. If you're unsure which model you have, the model number is printed on the underside of the frame. Contact us with your order number and we'll confirm compatibility before you purchase additional blades.

**Q: Is the hand guard required to use the slicer?**  
A: Yes — we strongly recommend always using the included cut-resistant hand guard. The mandoline blade is razor-sharp and 68% of customer injuries we've seen occurred without the guard in use. The guard fits all slice thicknesses and is dishwasher safe.

**Q: How do I clean the blades safely?**  
A: Use the included brush (not a sponge or cloth) to clean blades under running water. Always push the brush away from the blade edge, never toward it. Blades are not dishwasher safe — the heat warps the edge over time.

**Result:** Return rate fell from 14% to 8% in 60 days after FAQ publish. Support tickets for the top 3 questions dropped 61%.

---

### Example 2 — Apparel (TikTok Shop, new listing)

**Product:** Oversized fleece hoodie, women's, 5 colors  
**Source data:** No prior tickets (new listing); competitor listing Q&A mined; top 3 competitor concerns: sizing runs large, material pills quickly, hood too small  
**Return reasons from category:** "too big" (41%), "color different than pictured" (27%)

**FAQ output (pre-emptive, no support history):**

**Q: How does the sizing run?**  
A: This hoodie is intentionally oversized — it runs 1–2 sizes large for a relaxed fit. If you prefer a closer fit, size down. Example: our size M fits a typical S–M body (bust 34–38"). Check the size chart in photos for exact measurements. Still unsure? DM us with your bust/waist measurements and we'll recommend a size.

**Q: Will the fleece pill after washing?**  
A: We've had zero pilling reports in 200+ orders since launch. The fleece is 320 GSM brushed polyester — denser than the typical 280 GSM hoodies in this price range. Wash inside-out on cold, and it'll hold up for years.

**Q: Does the color match the photos?**  
A: We photograph under natural light with no filter adjustments. Screens vary slightly, but the colors are true-to-life. All five colorways are shown in the video with natural light + indoor light comparison.

## Common Mistakes

1. **Writing FAQs based on what you think buyers ask** — without checking support tickets, return data, or review mining, you're guessing. Guesses produce FAQs that answer the wrong questions.

2. **One-word or one-line answers** — "Yes" and "No" answers create new questions instead of resolving them. Every answer needs enough detail to be actionable.

3. **Vague specs** — "It's pretty big" or "durable material" tells buyers nothing. Replace with: dimensions in inches/cm, material composition percentages, weight in grams.

4. **Burying the FAQ** — An FAQ section below the fold on a product page doesn't get read. High-anxiety categories (electronics, apparel, supplements) need FAQs visible without scrolling.

5. **Ignoring return-driven questions** — Your return reason report is a direct FAQ brief. Every top return reason is an FAQ entry waiting to be written.

6. **Defensive tone** — "We don't offer refunds because..." sounds adversarial. Rewrite as policy + benefit: "We offer 30-day returns because we're confident you'll love it — and if not, the process takes less than 5 minutes."

7. **Not formatting for the platform** — A 500-character answer that gets truncated to 150 on Amazon is worse than no answer.

8. **Writing for you, not the buyer** — FAQs about your company history, founder story, or certifications nobody can verify belong on your About page, not the product FAQ.

9. **No maintenance schedule** — FAQs that are accurate at launch become misleading after a policy change, reformulation, or new SKU launch. Set a calendar reminder to review every 90 days.

10. **Skipping schema markup** — For Shopify and WooCommerce stores, FAQPage schema is free and can generate FAQ accordions in Google SERPs, effectively expanding your listing real estate.

## Resources

- [Output Template](references/output-template.md) — FAQ section brief and output format
- [Question Bank by Category](references/question-bank.md) — Pre-researched common questions by product type
- [Platform Formatting Guide](references/platform-formatting-guide.md) — Character limits and formatting specs by marketplace
- [Quality Checklist](assets/quality-checklist.md) — Pre-publish FAQ review checklist