There is no use having great information if your client doesn’t know where to find it. I know I don’t enjoy digging through support documentation, FAQs and forums to find answers!
Information that is not easy to find doesn’t exist to your user. An important principle of designing user interfaces is to 1) Make them intuitive so they don’t need a lot of explanation 2) Provide extra info to users where they need it, without cluttering the design
2) is what I will focus on in this post. Below are the examples of how we took information hidden in our forum and brought it to where it is needed most.
Our dashboard shows our site setup wizard. This wizard sits at the top of your website manager and shows what to do next. It highlights the most important steps in your site setup.
Below the site setup wizard are 2 boxes showing recent forum and blog posts. Instead of clients having to click through to the forum or blog, they can easily see instantly whether there’s anything new that interests them.
The site setup wizard is great for pointing you in a general direction but the in-line help boxes contain the finer details. These boxes pop out when you roll over the blue help icons. The example below explains what the different icons do in the models area.
Finally if you’ve got a problem or question that our automated help can’t sort out – contact us directly. I’ll generally have a response for you within the hour and no question is too insignificant, I love to hear from you!
Providing great customer service is not just about replying to emails quickly and with kindness. The automated help examples above go further to providing users with a great experience than any emails I could send after they’ve got frustrated trying to figure something out. Providing help where it’s needed is like targeted FAQs, clients questions are answered without navigating away from the area that’s relevant to them.