Usability High Priority 80% Adoption 10 Seconds Saved
There are always questions to be asked when someone is working through an online checkout. Maybe they have a question about shipping or a returns policy. Or maybe computer novice Grandma Sue is having a technical issue getting through the checkout.
In a brick-and-mortar store, you would look for a sales rep or clerk to answer your questions – but that isn’t an option online. Instead, many sites provide some form of remote assistance, either a phone number or a live instant message chat.
If help is provided, make sure it is visible to users. Placing a link in the header works. Many sites have a pop-out window on the side or bottom of the window that lets users know “Hey, we’re here to help if you need us.”
Sometimes a site may offer help, but they hide the link to it in the footer, in tiny text that Grandma Sue will never notice. Offering help is no good if it can’t be easily found and accesses by the user.
Offer Help Prominently has an 80% adoption rate among our benchmark group.
Let users know what kind of help they’re getting. Is it just a phone call to a representative or do they get to chat live with someone assigned to help you?
Help isn’t very helpful if a user can’t locate it.