Improving User Experience with Reliable Information - Providing Assistance
In today's digital landscape, providing support to users is more important than ever. However, many online service providers tend to hide the details about their support services, possibly due to cost concerns. This can lead to frustration for users who are seeking help.
To address this issue, companies are turning to innovative solutions. Fuzzy logic, for instance, can be implemented for easy searching of help text, making it easier for users to find the answers they need.
Leading the charge in this revolution are companies like ThinkOwl, HubSpot, Zendesk, and Adesso. These companies are leveraging AI-driven automation, omnichannel strategies, and fully integrated intelligent customer portals to offer easily accessible customer service. These advancements enable 24/7 self-service, personalized support, and seamless communication across multiple channels.
But it's not just about technology. Making it easy for people to contact the company is equally important. Contact numbers should be easy to find, highlighted, and present on every page of the website. The author expresses frustration with designers who make it hard to find contact information, emphasizing the need for clear and accessible communication channels.
Help documentation should also be easy to find on the website. It should be organised in a single screen or multiple pathways to the same information, making it easy for users to navigate and find the help they need. For more complicated issues, video help can be a valuable resource. While video help doesn't have to be Hollywood-quality, it should demonstrate how to perform tasks clearly and concisely.
Providing support is crucial for maintaining a good relationship with customers. Clear returns policies should be made easy to find, understand, and follow. They should be simple and straightforward, reflecting a commitment to customer satisfaction.
However, it's important to remember that e-support is not a replacement for being able to talk to someone. While technology can help streamline the process, human interaction can still provide a more personal touch.
This series, focused on improving the UX of online platforms through credible content, can be found under the UX Daily tab on the website. The author's work, including this article, is licensed under CC BY-NC-ND 2.0.
In conclusion, by focusing on user experience and implementing innovative solutions, online service providers can significantly improve their support services, leading to happier customers and stronger relationships.
