With the new year here and not much else going on, this makes for the perfect time for web hosts to review their support pages and see what needs to be improved on.
Traveling from web host to web host looking for news and information I see a lot of people who don’t do much as far as support pages go. On the other side of the scale, you also have hosts that push out so many support pages that there is no way they’ll be able to keep them all up to date.
How Do You Find the Problem?
Check out your web site statistical information (one of my favorites to use is Google Analytics) and with your support pages see where you are getting the most hits. Now navigate yourself to a few of these pages and see if there is anything that could be improved on or updated.
Another thing you could do while support might not be so busy is to surf around your support pages to make sure there are no broken links. Now these are sometimes harder to find – but the worst thing you can do to a customer looking for help is lead them to a dead end.
Is There an Easier Way?
Now with both of those suggestions out of the way, we can make your job easier. How can you do that? Well, time to include a link leading to a contact form at the bottom of each of your support pages saying something to the effect of:
“Dead link? Out of date? Send us an e-mail and let us know!”
This will give your customer, clients and visitors a way of contacting you to let you know you have some work to do. Getting even a little more fancy, you could setup a special address for this and have it forward over right to your designers or a specific part of your support team so they can get these fixed as soon as they come in.
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