User-friendly and Inquisitive Help/FAQ Module

Division of Users for Help Section

New users

Regular users

Users in Trouble

All Users

New users

Regular users

Users in Trouble

All Users

New users

This section is for user using the product for the first time. This section is named as “Get Started”.

Users Sections

Regular users

Who use the product regularly and want to know more about the products. This section is named as “Learn

More”.

New user

Regular users

Users in Trouble

All UsersUsers Sections

Users in Trouble

This section is for users, who use the product regularly and are stuck at some step. This section is named as “Fix a problem”.

User Section

New user

Regular users

Users in Trouble

All UsersUser Sections

User Section

All Users

Search – Search is provided for all users to do keyword based search. Search is supported with AJAX based keyword suggestion for easy search.

Send an email – Any user can send an email to support by selecting proper category and sub-category and entering problem statement. Support personnel will reply to the user by email.

Call customer support – Any user can call 24*7 customer support and talk to customer support representative explaining their problem.

Live Chat Support

Predictive responseKeyword tagging for

accurate search

Live Chart Support

All UsersUser Section

Multiple and related

questions and responses

Divisions of content for Help Section

Categories

Sub Categories

Text (Articles)

New user

Regular users

Users in Trouble

All Users

Categories Sub Categories

Nested Links

Prompting questions for effective probing

Links

Answers on the same page

• Display of related and associated articles with each article• Tagging and inter-linking of keywords within an article• Multiple option type questions for user to find right

answer much faster

• Was this content useful? This rating feature would help us improvise the content based on user feedback.

• Multiple language support – Help/FAQ section is to be provided in multiple languages to make it easy-to-use for users of all territories

Patterns of content flow

• Post your question – User can post question to product forum, where other users can help a user troubleshoot his/her problem.

• Troubleshooting videos – List of videos for specific troubleshooting topics, which can help a user resolve the problem much faster.

• Analytics engine: We will have a small analytics engine, which will tell us following details.• Lowest Rated FAQ Content• Highest Rated FAQ Content• Most search queries in the last one week/fortnight/month

Advanced Features

Basic Features :• Multiple level sub category management• Article management• Article content management and moderation – Maker checker mechanism• Support email management and reply• Support email status management and assignment• Rating management• Analytics reports

Advanced features:• Forum category management• Forum multiple level sub category management• Forum post management• Forum post content management and moderation – Maker checker mechanism

Help Section - Admin Features