By the time a user seeks help, they’ve likely already had a negative experience, to some degree. It’s important, then, that the process of requesting support be easy, predictable, and without friction, lest we turn a customer’s mild annoyance into outright frustration. As usual when crafting a useful user experience, empathy is key.
“I just don’t understand how to use my website’s CMS.” This, or some variation of it, is a gripe I hear all too often from prospective clients. Some of them tell me they’ve never —not since day one— felt confident using their website’s CMS, while others add that requesting support and training from whoever delivered their CMS is something they’d rather not do. What’s up with that?