-
Customer Support WALKTHROUGHS VS FAQs
made with
-
Walkthroughs VS FAQs There is a very di cult and endless battle between these two fellows – Walkthroughs and FAQs. They both have the same goal but use a very di erent method to achieve it. On the left side you have FAQs, a document that contains information in answer-question format and, on the right side, you have walkthroughs, guides that interact with the viewer while using a service.
There’s a phenomenon in the software business called the aha moment. It’s the moment when the value of your product becomes clear crystal to the user. They say, Oh, okay, I get it now! https://www.helpscout.net/blog... The purpose of walkthroughs and FAQ’s is to lead users to this moment. They are customer service tools to guide visitors on a webpage. Also they answer to possible doubts they might have about the product or how to use it. Meanwhile, the reality is in uencing the use of walkthroughs more and more.
One of the biggest issues of the software companies is creating documentation: no one enjoys creating them or reading them. Hugo Magalhães, Helppier CEO
The process of creating a FAQ document is much more complex and time consuming than the process of creating a walkthrough guide. If you are using the right tool, anyone can easily create one in a matter of minutes. Also, the fact of having features capable to guide users step-by-step to the point where they feel comfortable using the application, instead of forcing them to read dozens of pages of boring information, make walkthrough tutorials a more e ective and motivating way to support your customers. Big companies like Dropbox have figured it out:
Walkthroughs vs FAQs: Unlike FAQ’S, walkthroughs can be used in many di erent ways. Also they give the possibility to learn while using the application, that way users learn faster and build a more interactive relationship with the app. These step-by-step user guides can be seen in your website all the time or appear in a precise moment, reporting a speci c information. To access FAQ’s, the user is forced to nd this option in the app. Walkthroughs can be o ered as optional and reveal speci c functions of the service (by providing hints about what each button/link does). It can also expose a work ow to help users to get the information they need or find what they are looking for. In this golden age of technology where something out of the box is created every year, FAQ is becoming outdated. New users expect personalized, on-page activity to get the information they need without having to spend too much time on research. For that reason the business trend nowadays is to provide an interactive customer service with real time chats and guided tours. This doesn’t mean you can erase FAQ from your life but you should use walkthroughs as a first “aid” in your website. Don’t make your users search for your documentation, help them before they even ask!
Follow our Blog here.
-
Create memorable experiences on your website or web app BOOK A FREE DEMO
made with