Why Public & Private Questions Matter in WooCommerce FAQs

Ever wondered why some online stores just feel easier to shop from? It’s not just about product images or discounts—it’s the little things, like answering customer questions before they even have to ask. That’s where the WooCommerce FAQ feature comes in, especially when it supports both public and private questions.

When buyers have questions, they don’t always want to send an email and wait. Sometimes, they want instant clarity. Other times, they might want to ask something more discreet. Supporting both public and private questions in your store FAQs can significantly impact customer satisfaction and conversions. Let’s explore why that matters—and how the WooCommerce FAQ plugin by Extendons makes it all work smoothly.

Table of Contents

1. What is a WooCommerce FAQ?

2. The Value of Answering Questions Up Front

3. Public Questions: Building Trust Through Transparency

4. Private Questions: Encouraging Direct, Safe Communication

5. How the WooCommerce FAQ Plugin by Extendons Supports This

6. Features That Improve Store Experience

7. Use Cases: Real-World Scenarios

8. Tips for Managing Public and Private Questions Effectively

9. FAQs

10. Conclusion

What is a WooCommerce FAQ?

A WooCommerce FAQ is a set of frequently asked questions displayed on product pages or elsewhere in an online store. It helps answer common queries that shoppers might have—like shipping times, return policies, product materials, or how a feature works.

In eCommerce, an FAQ page or section acts like a virtual salesperson. It helps guide buying decisions and reduces friction in the shopping process. But modern FAQ systems go beyond just a static list. Today’s customers want interaction. That’s where features like public and private question submission come into play.

The Value of Answering Questions Up Front

You’ve probably been there—scrolling through a product page, almost ready to buy, but a small question pops up in your mind. If the answer isn’t readily available, many shoppers will just click away. That’s a lost sale.

By answering common and unique questions directly on the product page:

• You cut down the customer’s hesitation.

• You minimize repetitive support emails.

• You create a more informed customer base.

• You reduce returns due to misunderstandings.

FAQs not only provide clarity but also build a level of trust. A transparent brand is often seen as a reliable brand.

Public Questions: Building Trust Through Transparency

Allowing customers to ask public questions directly on product pages can act as social proof. When a question is asked and answered publicly:

• Other shoppers see it too. This builds collective knowledge.

• It shows you’re actively responding and listening.

• It may answer a question someone else didn’t even know they had.

This shared learning approach turns your FAQ into a living knowledge hub. For example, someone may ask if a jacket is waterproof. Once you answer it publicly, every future shopper gets that clarification without having to reach out.

Public Questions Also Improve SEO

Each new question and answer becomes crawlable by search engines. That means more chances for your product pages to show up in search results. Real questions from customers often reflect the same language people use on Google, which helps improve your product page’s discoverability.

Private Questions: Encouraging Direct, Safe Communication

On the flip side, not everyone wants their question broadcasted. Some inquiries are personal or sensitive. Maybe a customer is asking about a size concern, a medical-related ingredient, or a delayed shipment.

Private questions give customers the confidence to ask anything without judgment. They don’t have to worry about their question being “too obvious” or “silly” for the public eye.

Private submissions:

• Respect user privacy.

• Help customers feel secure.

• Allow tailored responses.

• Keep sensitive information off public pages.

This can also lead to more thoughtful communication between your support team and your customers.

How the WooCommerce FAQ Plugin by Extendons Supports This

The faq WooCommerce plugin by Extendons offers a comprehensive solution that supports both public and private questions. This means your store doesn’t have to choose between transparency and privacy—you can do both.

Key Highlights of the Plugin:

• Add FAQs directly under each product.

• Customers can ask their own questions.

• Admins can approve or disapprove questions before they go live.

• Questions can be submitted as public or private.

• Built-in form for customers to submit questions.

• Email notifications are sent when questions are answered.

• Google reCaptcha included to avoid spam.

Whether you're running a small store or managing hundreds of products, this plugin makes managing questions simple.

Features That Improve Store Experience

Let’s look at how each feature benefits both store owners and customers.

Display FAQs on Product Pages

You can manually add relevant FAQs and assign them to each product. This ensures customers have answers at their fingertips, improving decision-making without extra clicks or emails.

Ask a Question Form

A simple and visible form allows customers to ask their own questions if the FAQ doesn't cover their concerns. No need to hunt down a contact form or email address.

Public or Private Question Option

Shoppers choose whether to make their question visible to others or keep it private. It gives them control over how they interact with your store.

Admin Approval of Questions

Moderation tools let store owners decide what questions appear publicly. You keep your product pages clean, relevant, and spam-free.

Likes/Dislikes Option

Visitors can react to FAQ answers by liking or disliking them. This helps surface the most useful answers and identify areas that need better explanation.

Enable Google reCaptcha

Keep bots away. With reCaptcha, you reduce spam submissions and maintain the integrity of your FAQ system.

Email Notifications to Customers

When a question is answered, the customer gets notified. This reduces uncertainty and nudges them back to your store—possibly to complete their purchase.

Customizable Emails

You can tailor the email responses to reflect your brand voice and provide additional encouragement to return to the product page.

Use Cases: Real-World Scenarios

Let’s say you sell skincare products. A customer might want to know if a product is safe for sensitive skin. If it’s not in the FAQ, they can ask privately. Once you answer them and update your FAQ, future shoppers benefit.

Or maybe you’re selling electronics. Someone asks publicly if a speaker is waterproof. You answer and the answer stays there, helping dozens of future buyers without any extra support work.

The WooCommerce FAQ plugin by Extendons makes these interactions smooth and scalable.

Tips for Managing Public and Private Questions Effectively

• Keep responses short but detailed. Aim to be clear, not overwhelming.

• Update FAQs regularly. If a question comes up often, add it to the static FAQ list.

• Moderate regularly. Avoid publishing repetitive or irrelevant questions.

• Use question insights. If many people ask about the same issue, it may indicate a need for better product descriptions.

• Encourage feedback. Ask customers if the FAQ helped them after purchase.

FAQs

What’s the difference between a public and a private question?

Public questions appear on the product page for everyone to see. Private questions are only visible to the admin and the person who asked the question.

Can I control which questions appear publicly?

Yes. With the WooCommerce FAQ plugin, you can approve or disapprove questions before they go live.

How will I know when someone asks a question?

You’ll receive a notification, and the customer will also be notified when their question is answered.

Can I turn off public questions?

You can choose to allow only private questions, but public questions help build transparency and trust.

Is this plugin made by WooCommerce?

No, it’s developed by Extendons, a third-party provider known for creating user-friendly WooCommerce extensions.

Conclusion

Public and private questions are more than just features—they’re about building trust, providing support, and improving the shopping experience. With the WooCommerce FAQ plugin by Extendons, you don’t have to choose one or the other. You can give customers the clarity they need while also maintaining control over your content.

Whether you're selling beauty products, tech gadgets, or home décor, this plugin helps you manage customer questions with ease—publicly, privately, or both. The result? More informed customers, fewer support emails, and a store that feels more responsive and human.