Think of the question you have answered most often this month. Whether you deliver to a particular area, whether you take M-Pesa, what time you close, whether you do the specific thing they need. Now think about where the person was standing when they asked it. Almost always it is WhatsApp, and almost always the answer exists either nowhere or on a page nobody opens.
The instinct is to build an FAQ page. FAQ pages are where questions go to be filed rather than answered: they sit one click off the menu, they get read by people who were already going to buy, and they do nothing for the person typing on WhatsApp at nine at night.
Count for a week, then move three answers
Keep a tally for five working days. A note on paper is fine. You are looking for the three questions that come up most, and the number usually surprises people, because answering something for the twelfth time feels the same as answering it for the second.
Then put those three answers where they are being asked. If the question arrives on WhatsApp, it belongs in the greeting message and the quick replies of the WhatsApp Business app, which Meta describes as free to use and which take about ten minutes to set up. We wrote a screenshot walkthrough of exactly that. If it arrives on the phone, it belongs on your Google listing, where the answer shows before anybody calls. If it arrives through the website, it belongs on the page they were reading when they gave up, not in a separate list of questions.
The part that gets skipped
Answer it in the words the customer used, not the words your trade uses. People search and type the way they speak, and an answer written in supplier language does not match the question well enough for anybody, including Google, to connect the two.
Then check again a month later. The top three change, and the ones that drop off tell you something worked.
Where we can help
Getting the right answers onto the right pages is most of what SEO and content systems work involves, and the same three answers usually earn their place on the website as well. If you would rather work out which part of the path is losing people first, the Business Systems Check asks fifteen questions and names the weakest area in about four minutes.
