There is also a small note next to the e-mail links
to remind customers to include their product model.
Best practices in the support section
Although a company??™s support effort might comprise different elements such as a forum,
FAQ, or knowledgebase, there are several best practices that cover the gamut of a customer
support section. It cannot be overstated that providing helpful support at the time
of need with a great attitude, fast response times, and a passion for delivering the ideal
solution is the absolute best means of delighting customers. Following these best practices
simply helps make those goals a reality.
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10
Provide direct and helpful content
There is absolutely no worse time to obtusely market to customers than when they??™re in
your support area. A website may use a proliferation of buzzwords like ???organic IT??? or
???pervasive interactions??? to market the product on the rest of the site, but a company will
have more success selling ice to penguins than its product when that confusing jargon is
injected into supposedly helpful content. Writing for a support portal needs to accomplish
two things:
1.
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