Several companies find that users get stuck when using their online services. No matter how perfectly a website has been designed, there will always be a small percentage of users who don't understand how to use it properly. However, if too many people fail to understand how to use the site, it could be a problem for the firm. There are a number of techniques which are used to make your website more user-friendly. One of the most popular options is to have a dedicated FAQ page.
The FAQ page aims to provide the user with answers to what are considered the most common questions. They are extremely effective on websites which cover only a small number of topics and for businesses which don't offer complicated products. Since the FAQ page contains only a few topics, the user is able to easily find and read the answer to any query they might have. However, it is seen that most users don't even access the FAQ section since they are used to the variety of standard responses provided by most Web market contenders. Moreover, users are also seeking an immediate answer provided by a guide, and not a generic answer which may or may not be suitable for their problem.
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One of the biggest issues with an FAQ page is that it is a virtual admission that the product provided is too complicated for an average user. The solution to this problem would be to use a combination of analytics, surveys and research to find out what users think of the design of your website and the areas they find the most convoluted. However, it takes time for the research results to surface and there isn't much you can do in the interim. Therefore, it is important to develop more complete solutions.
While a comprehensive and searchable help section could prove to be beneficial, you should consider context-based help to provide better results. The idea is to integrate help with an application in such a way that, in the help section, users are only shown topics which are relevant to what they are currently doing. This approach reduces the amount of information an average visitor has to go through, while increasing the chances of them finding the solution they are looking for. Moreover, it also increases the profitability of the business as the user fully understands the functioning of the website and is more likely to re-visit the site and buy from it.
Given the number of technological tools available these days, an average user would expect to get an immediate solution to a query, without being forced go through the extensive documentation available in the Help or FAQ section. You could opt for a more interactive solution to guide visitors through your website, which would substantially improve user experience.
Guidance systems such as WalkMe allow visitors to find solutions instantly, without needing to sift through website documentation. The system automatically guides visitors regardless of the complexity of the task, while allowing them to proceed at their own pace. This approach is highly cost-effective, reducing the need for documentation which can be both expensive and time-consuming. It also eliminates the need for any special agents to handle queries, since all the work is done by the system itself.
By using tools like WalkMe, one can not only boost user-experience, but also improve conversion rate as users are likely to be happier due to the pleasant browsing experience. Companies will be able to save money in the long run, allowing them to produce higher quality products and boost customer satisfaction.
Megan Wilson is user experience specialist & editor of UX Motel. She is also the Quality Assurance and UX Specialist at WalkMe.
Edited by Alisen Downey