(MINITAB.COM) Simplify overall homepage. 2 places to start looking for help. Get rid of knowledgebase on homepage. (CLICK SUPPORT) Get rid of need assistance, because the number is right on the homepage anyway. Also with that number on the sidebar, you’re just asking to get calls because customers will see that first and will still see it if they travel to other parts of the support page. NEXT SLIDE.
(STILL SUPPORT PAGE) The first thing the customer sees is your phone number. But you would rather them solve their own problems, so (BACK TO SLIDE) we put the Help Yourself section first on the left. Also most people are more comfortable with Email than with talking over the phone, and Email would be easier on your customer support employees, so we put the Email Us section next on the right followed by the Call Us section underneath. Another thought is to make the Support Homepage heading stand out more. Possibly move it up, make it bigger, or use a different font to show that this is the support homepage and not just another section. We were also thinking of having a “Chat with Us” section so the user could easily chat with a professional rather than on the phone. (BACK TO NET) We also decided to rearrange the Support side bar. (NEXT SLIDE)
We agree that the Knowledgebase/FAQ should stay at the top, but we think Macros should come next because they seem like they would be more commonly used than Downloads, Documentation, and Mult-User Licensing. We think that the Online Support Section is also more important than Downloads, Documentation, and Multi-User Licensing, but when you click on Online Support, you have to make an account anyway, so we have My Account, above Online Support. Next we have Documentation, Downloads, and Multi-User Licensing. This is the order of importance we placed them in according to how we felt they should be. If you notice we also added drop down menus to Documentation and Downloads. (BACK TO NET) The Top 4 Downloads and Documents do not fit well in the Technical Support Homepage, so we felt that putting them as drop down menus in the side bars would help, which we will show later. Also who does a “Top 4” anyway?
First of all, is it a Knowledgebase or a FAQ? Stick to one name please: 1) two names is too complicated and 2) (CLICK ON MACROS) In the Macros section you call it an Answers Knowledgebase. (GO BACK TO KNOWLEDGEBASE/FAQ) Also, the page for this is too complicated, we feel it would be better to simplify it by getting rid of the fluff, and rearrange the options. Top Ten FAQ is definitely most important here. If a customer does not find what they need in there, they might want to specify their question more to the product they are using, which is why we have Browse FAQ by Product next. Last, we have Search All FAQ because this would be a last resort for a customer. Sometimes it is easier to find your answer when you provide information first before actually searching for it. (NEXT SLIDE)
This is just showing the top 4 documents placed in the side bar. It fits better here and would be more helpful for the customer who is actually looking for documents.
Here’s the sidebar showing the top 4 downloads in a pull down fashion. Also, who has a top 4 of anything? With this pull down menu, you could have a top 5 or a top 10 downloads list.
