Best Practices Tip: Help and Support

Making it easy for consumers to connect with you significantly improves your online presence. Visitors that can call, email, or chat with an agent are less likely to take to social media to voice any concerns, and they tend to post positive social comments after making contact. 

Contact info needs to include:

  • A dedicated support and/or help page with a clear navigation link in the top and bottom sections of every page
  • A contact phone number in the upper right corner and in the footer of every page
  • An email address in the footer
  • Live chat – strongly consider this option if staffing is available

 

If applicable, help customers get support faster by classifying pages – support, warranty, contact, returns, etc. While these may seem redundant to you, users tend to refer to these specific terms, use them in search, and look for them in menus. 

Page footer example:

 

Contact / customer service example:

 

Larger brands should consider full ‘help center’ sections with detailed support for all brands including direct access to customer service reps. Here is an example:

 

Is your help section helpful? Have you considered adding live chat? As always, feel free to contact us with questions and comments.

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