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A âHelpâ Option Actually Needs to be Helpful

Published on 02 June 15
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The âhelpâ or âsupportâ section in most pieces of software tend to have an uncanny ability to not âhelpâ me in any way or form. Iâm sure you folks out there have experienced this and can share my pain. It drives you bonkers, right? Well, it drives me nuts anyway. I hope this raises a thought provoking moment where you ask yourself, Does my product(s) have a useful âhelpâ button/section? I sure hope so!

A support portal will be quite important for your customers. You should most definitely use your Customer Relationship Management (CRM) system to open up a support portal if you havenât already. Also, be sure to go back and update your help center with current information. Products generally have updates that occur and some information may be out of date. A good Customers Service crm software will definitely allow you to make your updates easily.

The thought about help centers hit me the other day when I was working on my sisterâs laptop. Iâve harped out having a good help center before, but updating it is just as important. The laptop my sister wanted me to fix was having issues with audio and updating. It has Window 8 on it, which is realistically the first problem. At any rate, the laptop would say there are updates ready to be downloaded. It had about 200 updates to go through, but it wouldnât download or install a single one. The process was stalled at 0%. I was floored at how Microsoft could break their windows update procedure. How could they possibly do that? HOW? I still have no idea, but it frustrates me to no end. I searched for hours and tried many suggestions, but nothing worked. Some of the suggestions told me to change options that werenât even options any longer. What was even more mind-boggling was that I was reading this on Microsoftâs own site! I yelled out, Seriously, Microsoft! Seriously! Yes, I was talking to my screen. Anyway, I finally got the stupid laptop to update. I donât really have any idea how I wound up fixing it, but I did.

That process got me thinking about other help centerâs documentation, as well as my own companyâs help videos. Some videos did a good job of walking through a process step by step, but other videos made no sense. I said, Well, this has to go. I remade some of the videos, and I have a list of others that I want to remake and update. This is important for the customers. If you forget how to do something on your own product, look at your help video, and discover that itâs not helpful, then that is a problem. It needs to be fixed.

In summary, verify your help center is actually helpful. It doesnât matter if your product is a CRM, project management software, phones, computers, cars, sewing machines, etc. as long as there is a support center for your customers get assistance with your product. Also, donât forget to update it too! Thatâs just as important.



The âhelpâ or âsupportâ section in most pieces of software tend to have an uncanny ability to not âhelpâ me in any way or form. Iâm sure you folks out there have experienced this and can share my pain. It drives you bonkers, right? Well, it drives me nuts anyway. I hope this raises a thought provoking moment where you ask yourself, Does my product(s) have a useful âhelpâ button/section? I sure hope so!

A support portal will be quite important for your customers. You should most definitely use your Customer Relationship Management (CRM) system to open up a support portal if you havenât already. Also, be sure to go back and update your help center with current information. Products generally have updates that occur and some information may be out of date. A good Customers Service crm software will definitely allow you to make your updates easily.

The thought about help centers hit me the other day when I was working on my sisterâs laptop. Iâve harped out having a good help center before, but updating it is just as important. The laptop my sister wanted me to fix was having issues with audio and updating. It has Window 8 on it, which is realistically the first problem. At any rate, the laptop would say there are updates ready to be downloaded. It had about 200 updates to go through, but it wouldnât download or install a single one. The process was stalled at 0%. I was floored at how Microsoft could break their windows update procedure. How could they possibly do that? HOW? I still have no idea, but it frustrates me to no end. I searched for hours and tried many suggestions, but nothing worked. Some of the suggestions told me to change options that werenât even options any longer. What was even more mind-boggling was that I was reading this on Microsoftâs own site! I yelled out, Seriously, Microsoft! Seriously! Yes, I was talking to my screen. Anyway, I finally got the stupid laptop to update. I donât really have any idea how I wound up fixing it, but I did.

That process got me thinking about other help centerâs documentation, as well as my own companyâs help videos. Some videos did a good job of walking through a process step by step, but other videos made no sense. I said, Well, this has to go. I remade some of the videos, and I have a list of others that I want to remake and update. This is important for the customers. If you forget how to do something on your own product, look at your help video, and discover that itâs not helpful, then that is a problem. It needs to be fixed.

In summary, verify your help center is actually helpful. It doesnât matter if your product is a CRM, project management software, phones, computers, cars, sewing machines, etc. as long as there is a support center for your customers get assistance with your product. Also, donât forget to update it too! Thatâs just as important.

This blog is listed under Development & Implementations and Enterprise Applications Community

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