The Three Most Important Characteristics of a Support Web Site

by Jan 3, 2020

Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. There are three critical characteristics that make or break support web site effectiveness.

Three Critical Elements of Effective Web Support Design

The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively.   Page layout, navigational aids and clear and aesthetically pleasing presentation of content encourages customers to invest their time to explore and discover the information they need.  Well-designed support web sites offer the proper balance of form and function to engage visitors, encourage repeat use, and ensure that each self-service transaction is successful.

Site design elements include:

  • Look and Feel
  • Convenience
  • Navigation

Look & Feel

The look and feel of the support web site are critical, as it sets the tone and first impression for customers and others that visit the site.  Typical support web site users are looking for information to help them complete a task, solve a problem, or answer a question. They are usually in a hurry and are more likely to scan and skim pages, rather than read them in full.  Sites that have a good look and feel are much more likely to grab and keep the attention of visitors, by providing a clear and intuitive path to the content they are looking for.

Convenience

Convenience represents the ease by which common resources and frequently requested content are easy to identify, access and use.  Design elements focused on convenience may include the options offered within a menu, lists of frequently requested information, or other visual aides to suggest how a customer can find what they need (e.g. search, browse lists, images, etc.). 

When customers struggle to find the resources they are looking for, or visual cues to suggest an approach to find what they need, they are more likely to give up on the attempt to help themselves and request assisted support, or worse, go away dissatisfied and still in need of assistance.

Navigation

While convenience provides the visual cues to help visitors determine what they may need, navigation provides the path to a successful self-service transaction.  Navigation takes many forms including menus, lists for browsing, and the option to search.  Once a visitor embarks on a journey to find the information they need, well-designed sites will offer intuitive navigational aids to help the customer determine the next logical course of action.

Click here to read more articles about web support site design

Featured: Featured: Digital Transformation Through Support Web Site Design

The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Self-help tools and content provided through the web are fundamental to support’s successful digital transformation.  This Playbook outlines the five elements of well-designed support web sites.

Log-in to get your copy.

Login to Access the Full Report

If you don’t have an account, create a free* membership.

Login

*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

Related Articles

Digital Customer Experiences (dCX)

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

read more

Best Practices for Support Web Site Design

The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively. Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. This article introduces the elements and practices for effective web support site design.

read more

CX Implications for the Digital Transformation of Support

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

read more

The Digital Transformation of Support

The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation of support.

read more

Segment your Customers

Your customer base contains a diverse population of customers each with distinct needs and expectations. Implementing an effective service segmentation strategy will improve service sales, increase customer retention rates and create opportunities to offer new and expanded services. Here are tips for developing a service segmentation strategy.

read more

6 Ways to Apply AI to Technical Support

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.

read more

Pin It on Pinterest

Share This