A Good Company’s FAQ Page
A Good Company is a carbon-negative company that uses recycled materials to make its products. The products range from stationery items to phone cases. Their slogan, “We transform mindless consumption into conscious decisions” sums up their mission as a company.
The importance of what they do is made obvious when you take into account that landfills are one of the biggest contributors to soil pollution — around 80% of the items buried in landfills could be recycled. The United States throws away $11.4 billion worth of recyclable containers and packaging every year.
A Good Company tackles this problem by offering everyday products that are accessible to people worldwide. They combine style with sustainability and make the switch from using single-use products to environmentally-friendly products seamless.
Their target audience is environmentalists and a broad range of ages. Studies show that a large portion of this community is made up of women. This is due to the fact that women are still disproportionately responsible for the home, and going green is correlated to femininity.
Current Setup
Looking through their website, I first noticed what I thought was their FAQ page was hard to navigate and lengthy. This page gives you a search bar to type in keywords to questions you may have.
For example, if I were a customer looking for information about their delivery process, this is the page I would be met with once filling in the search bar. From a customer’s point of view, this page can be overwhelming and difficult to sort through.
I eventually realized their actual FAQ page was in their website’s chatbox. The fact that it took me a little while to figure this out is telling of how hard to navigate their website is. If a customer is unsure of where to turn with their questions, it can make their experience with the company frustrating. To ensure this isn’t the case, I have made a new FAQ page for A Good Company using Webflow.
My FAQ Page
You are first greeted with a minimal and simple landing page consisting of a picture of one of their products and the title “FAQs.” Below the title is “Questions? We’ve got answers.” This opening line invites the customer to read on further.
Then you see a few common questions followed by answers to each of those questions. The bigger headings make it easy for the customer to browse through the list to find the question they are looking for. Compared to A Good Company’s current FAQ page, this is easier to navigate and more accessible. All you have to do is scroll through the page instead of looking for the FAQ page itself.
I also reworded some of their lengthy answers. I made the answers more clear and concise while still providing all the needed information.
A link to their blog follows after the list of questions and answers. This is in case the customer is looking for more information or to read on more. Their blog posts are about sustainable living, so they would definitely be useful for their ideal customers.
Below that is where customers can sign up for A Good Company’s newsletter to stay updated on the community. There are also links to all their social media and their support email. Along with the company’s logo is their slogan “We transform mindless consumption into conscious decisions.” Closing out with all their links makes them easy to reach and follow.
TextExpander
To also help the customer success team with replying to customers’ emails, they could use TextExpander. I started off with a few basics with shortcuts to greet customers and thank them for their questions and then went on to make shortcuts for all the answers I listed on the FAQ page. This makes the customer success team’s jobs much easier and the customers more satisfied since these shortcuts would mean faster response times.
Consensus
Overall, using a FAQ page and TextExpander could be beneficial for A Good Company. They are a great company that cares about the environment and their customers. I want to make sure that translates well by making the customer experience as positive as possible.
