Many companies in the online business world frequently find users getting stuck when using their service. No website is perfect, regardless of how well it was designed, and there will always be a small percentage of users who do not understand how they can use it to reach their objectives.
However, the problem arises when too many users fail to understand how your web product is intended to be used.
So, what can be done in this regard? Well, there are several techniques which can be used to make your website more user friendly, but at the same time you also have to offer your users an actual hand. One popular method to which companies resort is a FAQ page on the website.
What are FAQ Pages?
FAQ pages provide users with answers to the most expected questions, or estimation to which these questions might be. They work well on more simplistic websites where only few topics need to be covered, as well as for businesses which do not offer complicated products. If the FAQ page consists of only a few topics, then the user can quickly discover and read the answer to their own query.
However, most of the times users do not even bother to access the FAQ section as they are used to the wide share of results provided by most web market contenders. In addition, there is also another problem.
This relates to the fact that users are seeking an immediate answer provided by an actual guide, and not simply an answer which might or might not be suitable to their actual problem.
FAQ Pages Mean Your Product is Virtually Impossible to Use
The main issue? FAQ pages virtually represent an admission that the site/web product that you offer is simply too complicated for the average user. The solution? A proper and more thorough usage of analytics, as well as surveys and research on what user’s think about your website’s design and which areas they deem as most complicated.
However, until the analytics and research results come to surface, there is really not much you can do, as you will not know at which point the user suffer from an interruption in experience.
Therefore, more complete solutions become necessary for guiding your users toward their final purpose and helping them surpass any problems they might encounter. If you anticipate that users will have more than a few questions, or you expect their questions to grow later on, then a Help section might actually serve your purpose better. It is able to provide the answers in a more organized manner and give users search ability. Moreover, a help section can actually guide the user through his objectives.
Context-Based Help Will Get You in the Game
However, the best help you can offer is actually dependable on context. The idea would be to integrate Help with an application that the visitors can access every time they click the Help section, so they will be shown only the topics which are relevant to what they are currently doing. Such an approach will drastically reduce the amount of information through which the average visitor has to pass, and will greatly increase the chance for him/her to actually find an answer to their question.
Furthermore, it will increase your business profitability, as each user who understands how your website or online application is intended to be used will more likely buy from you and re-visit your website.
Given the amount of technological tools available nowadays, users are not required to spend all of their time and energy reading the documentation, especially if the product is designed for an audience with advanced knowledge.
The average user will not want to spend his time diving deep into the FAQ or Help section of your website, but they will search for an immediate alternative. He/she will also expect the results to come up instantly, with a minimum offer on his/her side. In this regard, it might be time to consider a more interactive solution, one that is able to guide users throughout their online venture.
Interactive Help Alternatives are Making Way in the User Experience World
Alternatives to standard Help systems can be a great way to enhance the user experience of your online products. Using guidance systems such as WalkMe users are not required to sift through the entire website documentation just to find the solution to be right in the front of their eyes. The system will automatically guide them regardless of their task’s complexity, all while allowing them to proceed at their own pace, with no need to consider how the process relates to the task they seek to complete.
This approach is highly cost-effective, reducing the need for heavy documentation, which is not only expensive, but also time-consuming. At the same time they eliminate the need for a specialized agent to handle their queries, since the system will automatically guide them toward their objectives.
In this way users can save time, while companies can rejoice from satisfied users which will be more likely to return again due to the pleasant browsing experience they had.
Using tools such as WalkMe one can not only increase the conversion rate, but also boost user experience by delivering them appropriate solutions to their immediate needs. In the long run, such approach can save a considerable amount of time and money on the company’s behalf, allowing it to focus more on accomplishing user’s needs through a higher quality product. WalkMe and the like can also enforce companies’ call-to-action statement, by bridging the gap between relatively clear and perfectly clear. Thus, users can be prevented from reaching another location than the one they are intended to, which translates into a higher chance for businesses to actually make a sale.
Further UX information is available on user experience news page.