when logic hands you fortune (borrderline) wrote in suggestions,
when logic hands you fortune

Making support a little nicer

Making support a little nicer

Short, concise description of the idea
An idea for lessening the amount of support requests by people who don't want to search through the FAQ for their answers.

Full description of the idea
I am a support volunteer at www.deadjournal.com, which uses the LJ source code. I don't have an lj account, and I'm borrowing a friend's. I do not know how support works over here, but if it is anything like deadjournal, support has ton of issues with people NOT reading the FAQ. It would be nice to implement a "get forwarded to the FAQ" part of submitting a question. For example, http://www.cisco.com/go/certsupport will forward you to a screen of likely answers to your question, before allowing you to submit it. There are three pages of submission: filling out the complaint, checking the FAQ's, and the "you'll get an e-mail telling you what's wrong" page.

An ordered list of benefits

  • Easier for people using support to find their answer, after answering their question.
  • Easier for people who work in support, so they don't have to spend time answering "Read the FAQ" type questions.
  • FAQ's are already grouped by categories, so it won't require re-organization to implement.
  • An ordered list of problems/issues involved

  • Someone will have to take the time to make it do this, and it will take some debug time.
  • This may not always help the user, and people don't have to read the FAQ's, but it mmay help.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • There are two ways to go about this idea:
    A default small selection of FAQ's that are popular for a specific type of support request (based on the category of the request)
  • Some code (JavaScript?) that will search for keywords in the actual request that would present the user with a few FAQ options that may apply, based on the keywords.
  • Some code would need to be added to the "Submit Support Request" button to prompt a new page which gives the possible FAQ answers to the question.
  • Tags: ~ historical
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