I finally saw what happens when you switch from a single FAQ page to a full help center

My site's support page was just one long list of questions for like a year, and our bounce rate was around 70%. Last month, we split it into clear sections like 'Getting Started' and 'Billing', and after 30 days the bounce rate dropped to 45%. Has anyone else tried this kind of structure change and seen a big difference in how long people stick around?

4 comments

4 Comments

beth_kelly2mo ago

Absolutely, organizing your help stuff makes a huge difference. A giant wall of text just makes people leave. Splitting it into clear sections lets them find their exact problem fast, so they actually stay and read. We did the same thing with our service pages and saw people stick around almost twice as long.

henry1502mo ago

But sometimes a wall of text is exactly what you need. People searching for a fix want every detail in one spot without clicking around. Splitting it up can just hide the answer they came for.

the_laura14h ago

My friend Jenny runs a small pet supply shop and she redid their FAQ page exactly like this. She had this MASSIVE block of text about returns and shipping and people just ignored it completely. She split it into like five little boxes with bold titles - "Damaged Food", "Wrong Size Collar", stuff like that. Her customer service emails about returns actually went down by a bunch because people could find their own answer in two seconds flat.

jenny_white212mo ago

That bounce rate drop is huge. @beth_kelly mentioned people sticking around twice as long, but did you see if they started clicking through to more articles after finding the right section?