New answers tagged customer-support
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Embedded help can be effective is designed carefully, as part of the overall user experience. The advantage of embedded help is that it can be contextual, concise and applied using different affordances to the user as and when needed.
For example, an HTML5 style in-field text placeholder can advise of date, time, currency formats required BEFORE the user ...
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You're right to brainstorm new ways to present Help. Traditional Help links that open in a new browser tab have two problems:
It's more difficult to digest the Help information when you don't have the original context to look at. See notes on Andrea Ames's Embedded Assistance talk
Opening a new window can be disorienting for non-savvy users. See the ...
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Rahul is absolutely right - you want to collect and analyze as much user feedback as possible. However, I think there's a difference between a user who is looking for a way to provide feedback (via bug reports or feature requests) and one who just has a question that needs answering.
Users prefer self-service - a fast answer that doesn't require waiting ...
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In theory, you should provide enough information for the user find the answer to her question, and no more. Inadequate support pages drive down customer loyalty (more details here), but complex pages encourage users to give up before finding an answer (more details here).
In practice, it’s very hard to make a support page both simple and comprehensive.
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