When navigating a website or an application, users rely on the support section if they encounter any issues. These issues can vary depending on the type of website or application and their functionalities that are hard to work with. Such issues may be encountered during sign-up procedures, account security provision, user management, installation and setup, etc.
Facing difficulties in these regular situations can degrade the user's experience and appeal of the software. However, suppose all of these concerns are explained with clear instructions. In that case, the help section can magnify user experience by providing an effortless way to overcome any complexities faced in the platform.
So how can one enhance user experience with the help section? Let's run through it based on 5W and 1H questions.
is a help section?
You may already know it, but what is the help section? The help section is one of the crucial elements in software that provides assistance in simplifying user experience by answering basic to complex navigation and troubleshooting queries. Help sections simplify navigation and makes it easier for users to figure out how to use it.
The help section contributes a lot to building customers as it works as a guide to the unknown. A user can look up the support section and understand how most things on the website work.
One can easily figure out the operations without assistance from the customer service department. Nonetheless, that should also be considered as an option. Customer service may or may not always be available, but if the website is online 24/7, the help section will always serve its purpose.
The help section is not restricted under a subject and can cater to multiple webpage sections. FAQs, tutorials, guides, instructions, processes, updates, contacts, etc., all fall under the help section. So, the help section is a crucial element when building your brand and business.
to include in a help section?
This might be the part of the article that most of you might be looking for. Do you know what a help section is but don't know what to include in it? Here's how you can work your help section:
1. Introductions, Onboarding and Guides
Give a basic introduction regarding what the website's main idea is. A company can discuss the products and services they provide along with their background. Once the user has a clear idea of what they're getting into, start with the onboarding process.
Onboarding can be done with step-by-step information on how to access the software, like sign-up and registration processes, buying or selling of the products and using other website features. You can also make a detailed blog as a guide so the user can understand every detail. Your main goal is to make it seem like using the website is child's play.
2. Processes and Tutorials
Dedicate this section to the part of the websites that may need some further explanation or a detailed tutorial. For example, uploading a product, checking out, payment processes etc.
In this part of the help section, you can teach users how to tackle problems they may face. Provide a simple solution to a probable issue.
Frequently Asked Questions (FAQs) are the questions that are asked by a majority of the users regularly. These are some of the basic questions about website navigation and feature usage. Concisely answer those questions in this section, as this is one of the most important elements of a help section.
Opting for FAQ is every user's first thought, so make this section clear and to the point as possible. If the question cannot be wrapped up with a short answer, state that while answering with a piece of information and backlink a full-length, descriptive article.
This one, we leave it to the users. Leave a small empty box or a segment for the user to share their experience with our product. They can use this space to drop feedback, share a review or leave a rating for us to better our performance to provide users with an improved experience.
6. Contact Information
Always leave contact information that leads to customer support. Sometimes, some topics are missed to cover or are not considered puzzling concepts. When users face problems we don't have an explanation for, they should be given the option to contact the concerned officials.
would need a help section?
The help section is always a user-centric feature, as in the name it provides help. New users look for the help section to figure out the website, prospects may look for assistance, and customers who have purchased your product/service may want to leave a review or file a complaint.
Other than that, developers, designers, researchers or professionals from other companies might look for features to integrate into their projects.
should write the contents of the help section?
The help section is full of written texts, so the content writers are the backbone of this task. Additionally, cross-functional team members such as web designers, developers, artists and others can assist the writers on what segment of the help section needs to be easily explained. They can also provide visual materials for easy explanations. Further saving time and money that goes into testing and researching the website to find out the functionalities that need to be clarified.
If you don't lean on the technical side, documentation made and provided by the developers or the overall product team can be a great reference. These materials can explain the workings of the website to some extent.
to provide the help section?
The help section should be provided whenever any feature or functionality of the webpage is troublesome or difficult to navigate. Discussing these issues under the help section can simplify and better user experience. Some other instances that may need to be included are the user onboarding process, account management, technical support, troubleshooting, and more.
to update or provide new information under the help section?
If the new update is basic news or an announcement, declaring them on the landing page is enough. But, if new functionalities or features are being introduced, discuss them under the help section if they are a part of web navigation.
to position the help section?
There is no hard and fast rule when it comes to placement. Help section placement can vary depending on the layout of your website. Generally, we can see the help icon and button on most web pages in the top right or the bottom right corner. These accustomed positions are easily accessible and visually consistent with user expectations.
The main goal is to focus on user-friendly navigation. The position of the help icon should be loud and clear for anyone to find it easily. To find such a position in your website's layout, conduct multiple user tests and seek responses on the most effective option that grants optimum results.
can the users give their own input regarding the help section?
A feedback box is an important element falling under the help section. Most web pages and apps may not have this feature, but adding it would give your users a valuable platform to share their thoughts, suggestions, and concerns. This ultimately enhances the user experience and provides professional engagement and collaboration opportunities.
Additionally, users may have queries regarding some functionalities or seek additional features for ease of use. All of this can be effectively communicated if a feedback section is provided.
do you need a help section?
The main goal of a help section is to provide assistance for a seamless user experience. For the website to be easily navigated by a new user, a clear and concise help section is needed. This improves the user experience by providing support and replacing customer assistance to a certain extent.
You don't have to spend banks on the customer support department if most of the basic to intermediate issues are handled by the help section. When the users don't have to engage in back-and-forth conversations to solve minuscule problems, it saves them time and your company some fancy bucks.
If possible, solve most of their problems under the help section. Save time and money and invest it in even more help section content.
should the content under the help section be of quality?
Accuracy and precision in documentation can take your product a long way. A clear direction or a set of instructions provides easy-to-understand solutions to a user's problem. If the solution is simple and to the point, it builds the users' trust towards the brand.
Additionally, integrating this quality in the help section provides an honest image of your brand, reflecting it as a genuine company and making it reliable by growing credibility.
to answer questions under the help section?
Remember these things when answering a help question:
Use simple language
Use simple language to easily describe the issues and their solutions. The cause of misunderstanding could range from multiple reasons like usage of technical jargon to Limited English Proficiency (LEP). Try to provide a clear solution that's easy to understand. Minimize the usage of complex terms by applying accessible language.
Maintaining a respectful and friendly tone is necessary when responding to help questions, whether in a textual reply or a telephonic conversation. Usage of impolite language or a dismissive attitude can sabotage the user experience.
When users reach out for a two-way help situation, they're usually done with trying all the possible methods to solve their problem. And the customer support department, as their last option, must maintain professionalism and ethicality. Be empathetic, understand the user's problem, and provide an effective solution.
If the user has trouble comprehending the solution, provide a visual demo. Seeing the solution in motion makes more sense and instantly becomes clear. Anything in practicality is much more coherent than in theoretical explanation.
Text content in a user manual and images clearly depict how to use the product. Most of us rely on those visuals before actually reading what it is about. So, integrate visuals in your help content for maximum effectiveness and user engagement. Capture the user's attention with high-quality and well-designed images.
to categorize the questions under the help section?
The help section may be only one topic, but it contains a lot of branches as categories and sub-categories. They can be grouped under the general, technical, security and other specific areas of assistance. However, they can be categorized into different sections in different software types.
Before starting with the help sections, get a first-hand feel of the website and note any suspicious areas one might question. The following is a small example of grouping the questions before writing.
- Getting Started
- Glossary of Terms
- Account Registration and Onboarding
- Software Installation and Setup
- Data Import and Export
- System Maintenance and Upgrade
- Account Security
- User Management and Role-based Management
- Accessibility Guidelines
- Keyboard Navigation and Shortcuts
- Accessibility Support and Resources
Now you can start with writing content under the topics. Hope this article was of help.
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