WEB DESIGN AND MARKETING SOLUTIONS FOR BUSINESS WEBSITES
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11. The adoption is actually very slow in the United States, but fairly advanced in Japan and
European nations. One study by Media-Screen (www.media-screen.com/pocketTOC.html)
places US adoption at 5 percent; another by comScore (www.comscore.com/press/
release.asp?id=1041) says 19 percent and contrasts it with much higher European numbers.
Summary
For many companies, the support section of their website is a primary destination for
users, not a secondary bucket of content perused by the casual browser. People interact
and scour support content with deliberate needs, looking for very specific answers.
Because of this, the support portal??”almost more than any other section of a website??”
offers the opportunity for a business to show its true colors when it comes to customer
service, responsiveness, thoroughness of content, and general attitude toward helping customers
and prospects get the most from their product. A bad experience can substantially
damage a customer relationship, while a good one can reaffirm the person??™s decision to
buy your product to begin with.
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