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Depending on the nature of your site, Help and FAQ's (Frequently Asked Questions) can span a few or many pages. Building up these sections of your site can greatly enhance your visitor's experience with your website. These pages are often sought out by shoppers who are looking for just a bit more information to help them feel confident about their purchase.
Building comprehensive Help and FAQ pages gives your visitors confidence that you're there to provide them the information and help they need to be comfortable purchasing from you. Solidly built pages can often reduce visitor confusion, lessen support call frequency, and create higher conversion rates as more shoppers are satisfied and confident that you can meet their needs. Help pages Help pages should not be limited to Frequently Asked Questions (FAQ’s) but should provide links to user guides, contact details, product support, customer support downloads, and anything else that will guide your visitors to the answers they seek. Avoid marketing Help and FAQ pages should not contain any marketing hype or sales material. These pages are there simply to guide your visitors to the answers they seek. Stick to the basics. Info search If your site has a search function and robust Help and FAQ sections, it can be helpful to allow visitors to search these sections exclusively. If the information being sought cannot be found in the Help or FAQ sections, the search should produce more results from the rest of the site. Printable text Help sections should be printable, or have printer-friendly versions. Visitors often print up the answers to their questions to show other decision makers. Having easy-to print pages benefits you and your visitors. The most important aspect of your Help and FAQ pages is that they are robust enough to answer as many potential questions that can be determined in advance. You'll also want to update these frequently as new questions get asked and answered. | |||||||
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February 2008 Good point George, it's all in the spirit and also the execution. Nothing wrong with letting people know the options, especially if those options provide the help they are looking for.
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February 2008 Great advice, but one thing I've done differently is used a help message to explain the benefit of an upgrade. Something like this:
1) Can I export the record to XYZ System? A) Platinum customers have full batch import and export options for less than $20 above the Gold Package's price. You can upgrade any time during your Agreement. Exporting is also available on a per-record basis with the Gold Package at no additional charge. Our online export tutorial shows you how step-by-step. ======== I actually don't think it's intrusive in the help process. I've tested using the limited function first and then an upgrade, and that was viewed as more of an upsell attempt. I think it's all in the spirit. Yes, you want to sell more, but if someone wants a feature they haven't purchased, you need to nicely show them that gap. Personally, if I'm ever in that situation, I adore RightNow's solution. When appropriate, I will always build a business case. I think they are hands down the best of breed in that space for value and functionality. When I see another site using them, I actually think better of the site. Reply
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(February 2008) (
