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User-friendly and Inquisitive Help/FAQ Module

User-friendly and Inquisitive Help/FAQ Module. Division of Users for Help Section. New users. Regular users. Users in Trouble. All Users. All Users. New users. Regular users. Users in Trouble. Users Sections. New users.

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User-friendly and Inquisitive Help/FAQ Module

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  1. User-friendly and Inquisitive Help/FAQ Module

  2. Division of Users for Help Section New users Regular users Users in Trouble All Users

  3. All Users New users Regular users Users in Trouble

  4. Users Sections New users • This section is for user using the product for the first time. This section is named as “Get Started”. Regular users • Who use the product regularly and want to know more about the products. This section is named as “Learn More”.

  5. Users Sections All Users New user Regular users Users in Trouble

  6. User Section Users in Trouble • This section is for users, who use the product regularly and are stuck at some step. This section is named as “Fix a problem”.

  7. User Sections All Users New user Regular users Users in Trouble

  8. User Section All Users • Search – Search is provided for all users to do keyword based search. Search is supported with AJAX based keyword suggestion for easy search. • Send an email – Any user can send an email to support by selecting proper category and sub-category and entering problem statement. Support personnel will reply to the user by email. • Call customer support – Any user can call 24*7 customer support and talk to customer support representative explaining their problem. • Live Chat Support

  9. User Section All Users Predictive response Keyword tagging for accurate search Live Chart Support

  10. Multiple and related questions and responses

  11. Divisions of content for Help Section Categories Sub Categories Text (Articles)

  12. All Users New user Categories Sub Categories Regular users Users in Trouble

  13. Nested Links

  14. Links Prompting questions for effective probing

  15. Answers on the same page

  16. Patterns of content flow • Display of related and associated articles with each article • Tagging and inter-linking of keywords within an article • Multiple option type questions for user to find right answer much faster • Was this content useful? This rating feature would help us improvise the content based on user feedback. • Multiple language support – Help/FAQ section is to be provided in multiple languages to make it easy-to-use for users of all territories

  17. Advanced Features • Post your question – User can post question to product forum, where other users can help a user troubleshoot his/her problem. • Troubleshooting videos – List of videos for specific troubleshooting topics, which can help a user resolve the problem much faster. • Analytics engine: We will have a small analytics engine, which will tell us following details. • Lowest Rated FAQ Content • Highest Rated FAQ Content • Most search queries in the last one week/fortnight/month

  18. Help Section - Admin Features • Basic Features : • Multiple level sub category management • Article management • Article content management and moderation – Maker checker • mechanism • Support email management and reply • Support email status management and assignment • Rating management • Analytics reports • Advanced features: • Forum category management • Forum multiple level sub category management • Forum post management • Forum post content management and moderation – Maker • checker mechanism

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