{"id":10504,"date":"2019-06-13T16:15:21","date_gmt":"2019-06-13T20:15:21","guid":{"rendered":"https:\/\/referralrock.com\/blog\/?p=10504"},"modified":"2024-06-26T17:20:34","modified_gmt":"2024-06-26T21:20:34","slug":"referral-program-faq","status":"publish","type":"post","link":"https:\/\/referralrock.com\/blog\/referral-program-faq\/","title":{"rendered":"Referral Program FAQ: 17 Customer Questions to Answer"},"content":{"rendered":"

Ready to launch a referral program<\/a> and start scaling your business? You\u2019ll need to create a referral program FAQ. Your existing customers are your best advocates. Make to make sure they have all the information they need to share with their friends \u2013 and get rewarded for it.<\/p>\n

One of the best ways for your referral program to run without any hiccups is to build out an FAQ page for your referral program.<\/p>\n

4 reasons why you should create a referral program FAQ<\/h2>\n

A referral program FAQ (refer-a-friend FAQ) is essential to meeting your goals because it helps make the referral process as frictionless as possible.<\/p>\n

Here are some specific reasons why you should spend time creating a FAQ section for your referral program.<\/p>\n

1. A referral FAQ sets expectations and establishes conditions<\/h3>\n

When you start your referral program<\/a>, you might get flooded with questions regarding how your referral program works. (What ways can someone share? How soon can they get their reward?)<\/p>\n

A referral program FAQ defines the scope of your referral program, and lets advocates know how exactly to refer their friends.<\/p>\n

The FAQ also states if and how customers will earn referral incentives<\/a>, including the specific conditions that must be met before a customer can earn a reward.<\/p>\n

2. You can prevent clogging customer support<\/h3>\n

The less time customer support is burdened with the same questions, the better. A referral FAQ can save you from a ton of customer support inquiries, keeping not only your customers happy, but also your team.<\/p>\n

3. It better equips members to promote your brand<\/h3>\n

Even if you pour all of your time into creating the best user experience for your referral program<\/a>, your advocates might give up if they come across a stumbling block and can\u2019t find an answer to their question.<\/p>\n

Creating an FAQ or knowledge base<\/a> removes the most common barriers to referring, and reduces the chances your advocates will lose interest.<\/p>\n

4. Refer-a-friend FAQs can increase overall customer satisfaction<\/h3>\n

Answering a customer\u2019s questions in a referral FAQ shows you care about their time and happiness. It provides a better overall experience with your brand. And when your customers are fully satisfied, they\u2019re even more likely to refer friends.<\/p>\n

What should you include in your FAQ?<\/h2>\n

The best FAQs are tailored to the audience. You need to anticipate the questions they\u2019re most likely to ask based on the products or services you sell, the rewards you offer, and the overall your referral program structure.<\/p>\n

The questions below are some of the most common questions we’ve heard customers ask about referral programs. Under each question, we\u2019ve included the information your answer should provide.<\/p>\n

We also added a few examples from real-life referral program FAQs. Choose the right questions for your own program, and tailor the wording based on your needs!<\/p>\n

Basic questions<\/h2>\n

These are the common questions people have when they sign up for a referral program. You may be asked these when someone wants to sign up or when they’re just starting to look into joining your program.<\/p>\n

1. “What is [the name of the referral program]?”<\/h3>\n

Consider starting off your referral program FAQ by answering this question. Give a brief overview of your program and any rewards you\u2019re offering.<\/p>\n

Try one of these phrases to answer, all of which are commonly used in real referral FAQs:<\/p>\n

\u201c(Program) lets you refer friends and earn (reward).\u201d<\/p>\n

\u201c(Program) rewards you for sharing with your friends.\u201d<\/p>\n

\u201c(Program) is a small way to thank you for sharing us with your friends.\u201d<\/p>\n

Check out this example answer from the Crowdfire referral program<\/a>\u00a0FAQ:<\/p>\n

\"Screenshot<\/p>\n

2. “How do I refer a friend?” or\u00a0 “How does this referral program work?”<\/h3>\n

Every referral program FAQ needs to answer this question. It’s a great immediate follow-up to the question above. Or, you can skip right to it and have it as an awesome first question for your refer-a-friend FAQ. To answer this question, walk your customers through the referral process in detail, emphasizing how easy your program is to use.<\/p>\n