Great Email Breakdown: Nolan and Vada FAQ Email

When your customers have questions, what should you do? Answer them, of course.

One of the best ways to do this is through an FAQ email. Just when questions start bubbling up in your lead's mind, you can swoop into their inbox and provide them with answers, like a customer service superhero.

I recently received a fantastic FAQ email from the engagement ring brand Nolan and Vada, which I thought would be the perfect fodder for a great email breakdown. So today, we’re going to take a look at what they did and how you can replicate it for your business.

FAQ Email Breakdown

Subject Line/Preview Text

Nolan and Vada specialize in custom engagement rings. They know ordering such an important piece of jewelry is nerve-wracking, so seeing this subject line in your inbox probably feels like a Godsend for uncertain shoppers.

Intro Graphic

The email starts with a beautiful picture of one of their rings and text asking you if you have questions. It’s simple, but eye-catching, which draws you further into the email.

Questions

The next section has four major questions, along with a quick answer and a link for more assistance. It looks great, and it’s easy to scroll through to find what you need.

(If I could adjust one thing about this email, though, I would put the last image on the other side of the text to complete the pattern.)

Chat With Us

The email ends with a note about how you can chat with their team at any time via a variety of platforms. It's the cherry on top, telling customers exactly where to go if they have a question this email didn’t answer.

How to Write an Email Like This

#1: Answer Questions in the Email

I love that for each question they present, they offer a short answer right in the email. Not only are they anticipating what people will ask, they're providing the answer immediately, instead of making you click through to another page (although they do include help links, which I also love).

For each FAQ, find a way to answer it in a short paragraph. Then, make sure you have a full page with more information you can link to, such as your shipping policies or custom design options. This will make your customer feel like you read their mind by providing what they needed before they asked.

#2: Share Contact Info

While these are probably their most common FAQs, some customers will need more help. Once again, they've anticipated this and shared where to get in touch with them, along with a complimentary consultation.

Where can your customers go if they have more questions? DM you on social media? Send you an email? Call you? Make it clear by including it right in the email so they don't have to search your entire website.

#3: Plan Send Time

This email came a few days after Nolan and Vada's initial welcome email. By now, new leads probably have a few questions about the process and how it works. Just as they’re starting to wonder these things, boom, here’s an email with answers.

When do your customers tend to have questions? Right after finding you? After making a purchase? During the consultation process? Whenever it is, set up an automation to send an email then. I love how Nolan and Vada included it in their welcome sequence, but the exact timing depends on your business.

An FAQ email is a great way to provide excellent customer service, especially before someone actually buys from you. Try adding one to your marketing strategy and see what happens.

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