Wang Yihui: Planning Thinking of "Help Center" of website Planning

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Help Center is where users encounter problems and puzzles can be answered, if the user's problems and puzzles can be answered on the site, then a large web site can reduce a lot of investment in the human, that is, reduce the cost of the site operation, but also improve the efficiency and customer satisfaction.

What's the most important thing about a help center?

What is the most important help center, do not come up to say what information architecture, logical structure, help center most important, is an easy-to-use, powerful search box, even if we have nothing, only a search box, and this search box can always appear when the user needs, OK, so enough.

Website Help Center The most important function is the simplest and most direct solution to the user's doubts, then what function can be the most direct and simplest solution to the user's doubts. Certainly not a dense menu and a dense problem description, the user wants to find something in here, let your information structure, logical structure again good, the user is not welcome, very simple truth, when a person lost, he certainly is not first go everywhere to look for a map, but directly ask the road, so the efficiency is highest, the simplest, then, the same reason When a website user is confused on the site, we are both the simplest and most direct answer to the user's doubts, but can not increase our operating costs, then, the best way is to let users use the search function to "Ask the way", now most users have been accustomed to encounter problems search, so, Search function for the site Help Center, occupies more than 80% of the importance of a no search function of the Help center, the highest can only hit 20 points. Especially for a large web site with a wide range of business, search is the simplest and most direct way to solve user problems.

And if you can achieve a more humane, again lively some, enhances the user "asks the way" the same feeling, that this search function is further, I remember before seems to have seen a such, forgot the website, hehe, everybody imagine, we now the search box by default is the long strip this kind of input box, So we design it like QQ Chat window form, the following input your question, send, and then virtual customer service, that is, search, in the above dialog box appear you want results, this is more humane, more vivid?

Two Help Center second important what is

Help Center The second important is comprehensive. If you ask for directions, is want to buy a pack of cigarettes, and then someone else told you how to go forward, and then led you to the commissary, until you successfully bought this package of cigarettes, what do you feel in the heart, to meet the feeling, touched the feeling, we can make users also have this feeling?

The user forgets the password, then the laborious difficulty finally knows how to do, then the user has to go to find the password to retrieve the place, the user slightly a loss of patience, a stamp, forget it, goodbye, do not play with you, if many users have such feelings, this may be a user loss of the reason, the function is too complicated, too cumbersome to operate, The road is not smooth, these can lead to the loss of users.

Therefore, we have to do a comprehensive, comprehensive, comprehensive, to give users a smooth psychological experience, the user came to the site, we are responsible for these site planning specific work, UI, UE and so on, we are for users "psychological flow" of the people laying the river, our most important, is to let the user's psychological experience in the entire Web site flow smoothly unimpeded, and finally completed the transaction. Oh, this "psychological flow" of the noun as if it is still some time ago in the ladder network to see, a very long article from overseas Web site planning Operations Research articles, a cursory look at, feel nothing more than to let users in the site's psychological experience smooth and unimpeded. You are also welcome to express your views.

作为帮助中心来说，要从每一位用户的角度来考虑，用户是新手还是老手?用户是买家还是卖家?用户的问题是产生在交易前、交易中、还是交易后?用户的常见问题是什么?用户的问题需要立即解决吗?用户的问题你的数据库里没有解决方案怎么办 ?

Therefore, to have a novice guide to the Novice to open a focal, to establish a understanding of the site, trust the site, familiar with the process of the bridge. To have buyers and sellers of different identities, the different identities in the transaction, the problems faced are not the same. At the same time, there must be a division of the transaction period, before the transaction, the transaction, the transaction after the problem is also different.

Sometimes the user is to find a password and so on such a problem, such a problem should be answered by the user, directly from the solution to the problem of the page to the final resolution of the page. Classify the help given before, during, and after the transaction, reducing the time for the user to think and wait. Perhaps, the user asks is the very personalized question, then wants to give the user a question channel, and in the shortest possible time to give the most serious answer perhaps such a question has been asked thousands of people, so in order to save the user's time, but also to save the input of the site, or to the most common questions according to the frequency of the question in the page to give display ......

See, our aim is to allow users to use the most simple and efficient way to solve the problem, but our entire page seems more and more complex, because in order to comprehensive, we have to integrate a lot of content and function, hehe, both powerful and simple to use, the test site planners time to ~ ~ Not to Be continued

Author: Wang Yihui

Starting: 6351 E-commerce Forum (http://www.6351.com)

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