When a customer needs assistance, the first thing he or she will most likely do is Google your customer support center. Your customer’s experience with your support center therefore contributes to his or her overall satisfaction.
With that said, your inbound call center must be designed to seamlessly tie with your brand as well as provide customers with content and other useful information that will answer their concerns. It must be easy to navigate so that customers can get the answers they seek on their own.
Below are some great examples:
Pinterest did a great job with their simple yet visually appealing help center. Words are used minimally. At the same time, they limited the images to a few eye-catching ones that draw the user’s attention to the top three categories they can immediately go to. The search bar is prominently placed at the top and center to enable customers to easily look for information. Customers are also given easy access to the most popular articles. The site also gets plus points for the 30 different language options.
Similarly, the Victoria’s Secret support center has a very prominent search bar and FAQs. Aside from these though, they also provided a list of other services, such as shopping tools, exchange and return, and order status, among others, which are all properly labeled and easily recognizable with the use of icons. They also provided a very visible widget on the side that displays clickable links to a live chat, email, call and other contact options. Even with all these information, the site is kept clean and simple.
Apple’s support center is similar to the Victoria’s Secret layout but uses a discreet search icon on the upper right-hand corner instead of a search bar. What’s great about the site is the slider, which features clickable icons of their products. This makes it easy for customers to immediately find information regarding the specific product they are using. Also notable is the portion for Apple Support Communities wherein customers can find and share solutions with other Apple users around the world.
This one is a bit wordy compared to the others on this list. However, Southwest’s attempt to answer their customers’ most common questions done by putting them all front and center, without having to do a search, is something to be happy about. Other helpful links are distributed in either the left or ride sidebars or at the footer. The site also offers a Spanish language option.
Sony’s main support center gives customers the option to choose their country of origin. It leads them to a colorful, easy-to-navigate page with a gallery-type format. Hovering on the product categories on top will show a drop down menu that features specific sub-categories. Prominently displayed are links to information about drivers and software, troubleshooting, videos, tutorials and more. Customers can also easily search for information just by typing their product’s model number.
Samsung’s support center is easy-to-the-eyes and very organized. It also has a prominent search bar at the top with menu options below it. These menus allow quick access to the categories below but customers can opt to just scroll down instead. Some of its most notable features include the placement of important updates and alerts on top and the track service option, wherein customers can just type their transaction number to follow the progress of their past and current service requests. They also added a discreet Feedback tab at the right side of the page, which pops open when clicked.
These support centers may vary in layout and features but they all have one thing in common. They are all designed to create a wonderful self-service experience customers will love.