Help and Support

What do you do first when you get to the shop which is new to you? Do you search for the goods yourself or do you ask an assistant for help?
We should remember the same while designing products. Most designs are developed for perfect user journeys where Support is not welcome. If you do so then you just push the users who “search for an assistant” out through the door of your web-based store.
According to a research held by N/N Group, only a third of tasks online can be or are completed without contacting support.
And as we all want to minimize the Support Center workload and costs, the best way is to make it easy to reach. A clear way to contact the representative of the organization will make you look friendly and approachable. Make your support omnichannel and accessible to all kinds of users. Let people choose the way which does best for them as every issue habits own context, circumstances and urgency. Stay approachable even if you aren’t around — leave a friendly note and ask your users to leave a note and contacts.
And the last but not the least — while getting rid of the UX issues that may appear at your site don’t forget to train your stuff to deal with the problems that the user may happen to come across.