The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible.
However, it is inevitable that something will go wrong at some point. When it does, it pays to have a competent and responsive support center to handle troubleshooting.
It’s good to see support centers finally getting the love they deserve. There is a growing recognition of the important role that tech support has to play with regards to large tech companies and service providers. But this renewed interest in help centers and the job that they do is beneficial to both businesses and consumers.
With that in mind, here are seven support centers (in no particular order) that we couldn’t help but love.
7 Great Examples of Help Centers We Love
Companies are finally giving customers what they really want: fast, accessible self-service. When you think about what troubleshooting involves, which is looking at a list of symptoms and from them deducing a cause, this is the kind of task that a computer equipped with a database can make light work of. Over the last decade or so there has been a continuing shift toward fully automated support systems for troubleshooting common issues.
While this technology is still not fully matured, it has already proven itself a viable pursuit. Once the technology does mature, it will be able to provide customers with more reliable, more accurate, and faster solutions to their technical problems.
If the current reactions from customers are anything to go by, the new, independent support experience is here to stay.
Why design the best self-service pages?
A recent study by Aspect found two really remarkable trends, both of which are worth bearing in mind for any business who operates a help center:
- Three out of four customers prefer to help themselves before reaching out for live support.
- 65 percent of consumers view a company favorably if they can solve an issue without calling customer service.
1. Customers want to be able to help themselves, and most of the time they will
Google is a sophisticated tool for searching through the internet. If you are ever faced with a specific error message for a particular product or service then you can almost be certain that running that error message through Google will tell you exactly what your issue is and how you can solve it.
2. When customers are able to solve issues themselves, it reflects well on the company
This is true whether your company actively helped them to solve their issue, or whether they did it on their own steam. If you include thorough help documentation with your products so that users can troubleshoot most issues, this will help a great deal in increasing the number of consumers able to solve their own issues.
Customers have made it clear that the best possible experience would be a quick, effortless support experience online – and they’re leaving behind businesses that don’t get it.
Can you blame them though? The online services that we use today range from simple entertainment, to services that we are dependent upon to be able to perform our respective jobs. Given how critically important many of the online services being used today are to their users, it is easy to understand why so many customers place such great value on having access to a reliable help center.
3. Different support paths make sense for audiences and fields they target
For example, companies that deal in personal finance make their phone numbers highly visible. SaaS businesses generally focus on tutorials and technical troubleshooting, but offer live agent help as a secondary step.
Being able to identify the most appropriate form of tech support for your audience, and how you can most effectively go about delivering it to them, will be a key factor in your success here.
How will you design your Help Center?
The best support centers are intuitive, guided and simple. But they don’t all have to look the same to be effective. In fact, most businesses would prefer to take any opportunity that comes their way to differentiate themselves from their competitors and make themselves stand out. If you can add some unique features to your help center, this will give you another advantage over rivals.