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Contacting support

Flow

If there's ever a problem, a user should know how to get help. Then when they try to get that help, they should know exactly what kind of communication they're receiving.

Making support not only available but suitable to how users tackle a problem is important on being on the right track together. If you're explaining to a user in text where the interface elements are when a screenshot would tell a much clearer story, then that's the first problem to solve before you even get to theirs.

Steps

1

Show a link to contact support

This can be placed in a number of areas, such as:
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• footer in a website
• settings in a mobile app
• a page experiencing an error

Use clear copy and easy to recognise visuals to highlight the link.

2

Show methods of contact

If you have one option, showcase it! If you have multiple options (chat, call, FAQ), list them out and represent each of their benefits.

Chat is great for a specific, complicated issue that needs an instant response. On the other hand, FAQ is great for standard questions that are easy to explain.

Also consider the order of the methods. A FAQ as the first option is great because it lets a user find their own answer without waiting on you to respond. But a direct chat can be seen as more convenient as it's less direct troubleshooting for the user.

3

Represent how to communicate and what is expected

Once a method is chosen, make it clear on how the method will work.

Illustrate the response time, and what the user will need to provide to receive support.

Articles

The User Experience of Customer-Service Chat: 20 Guidelines

A deep look at the usefulness of making a support chat visible and impactful.

It’s time to start treating support as part of the user experience

This article views support as a process similar to design - having guidelines and systems in place.

Designing Great Customer Services

Highlighting the importance of a customer support experience that works and is valuable to a user