The web is a 24/7 medium. But web designers have office hours. That leaves a gap in technical support coverage. What happens if your client has a question about WordPress in the middle of the night?
All jokes aside, client needs won’t always sync with your schedule. And we’ll guess that you don’t want to answer panicked emails during dinner. So, what’s the solution?
Providing clients with resources can help. You can create content that can be accessed whenever they have a question. It’s handy and saves everyone time.
Clients will also learn to help themselves. They’ll feel more confident when working with their website.
Does that sound like paradise? Keep reading for ideas on helping clients – even when you’re not around.
Help Clients Resolve Common Issues
Do you find yourself answering the same questions again and again? That’s because clients often run into similar roadblocks.
You may notice this when building multiple websites with the same content management system (CMS). Or when using the same themes and plugins. Patterns emerge. You’ll discover the pain points clients face.
It’s worth keeping track of these issues. From there, you can write documentation that clients can reference.
You can start small. Even a FAQ (frequently asked questions) page can do the trick. That’s fine if demand is low and the questions are simple.
If your needs change, you might consider building a dedicated support site. For example, a knowledgebase that lets clients browse various topics. It’s something you can add to as needed.
Hint: Be sure to use a system that is easy to maintain. That way, you’ll be more likely to keep your documentation updated.
Use Video to Demonstrate Tasks
Video is a powerful tool. A well-made presentation can take the guesswork out of a tutorial. Users can see exactly how to perform a given task.
Thankfully, it’s easier than ever to create video tutorials. A wide range of tools are available. And you don’t need to spend a fortune to get started.
At a minimum, you’ll need a microphone and a screen capture app. That will allow you to narrate as you perform tasks on the screen. You’re all set if your device already has a microphone. And there are free screen capture apps available.
What about quality? Well, it depends on your audience. You certainly don’t need a pro-level production for a quick tutorial. You should be fine as long as the audio and video are clear.
You may want to kick things up a notch if you plan to make them publicly available. Anything you want to promote should look professional. In that case, you might want to invest in attractive video templates.
Otherwise, a 30-second video can often outshine a text-based tutorial. Clients will appreciate your effort and likely learn more in the process.
The Potential of AI in Customer Support
Companies are integrating artificial intelligence (AI) into all sorts of tools. Customer support is no exception. So, how does that impact web designers?
We’re already seeing AI deployed in chatbot applications. That allows users to ask questions in plain language. The bot provides an answer.
That part isn’t new. Similar tools have been around for years. However, they haven’t always been very accurate. The user experience has also been less-than-stellar.
AI has the potential to produce better results. A model trained on your documentation could give more accurate answers. It might transform a chatbot from a dreaded interaction to a positive one.
It’s worth noting that these solutions depend on the quality of your documentation. The more thorough your content, the higher the quality of the results.
We might also use AI within a CMS like WordPress. The tool could provide support based on what the user is doing. Users could resolve issues without having to leave their site. It might be a game-changer.
We’re in the early days of AI. Thus, it will be interesting to see how it evolves regarding support.
Add an Extra Hand to Better Serve Clients
Modern websites can do more than ever. And client expectations have increased as well. That means more support requests.
The reality is that we can’t be there to respond at all hours of the day. So, providing helpful resources is one way to resolve common issues.
The self-serve ideas above could reduce the time you spend helping clients. That’s time you can dedicate to more profitable areas of your business.
You’ll also avoid the stress of dealing with these issues after hours. An extra evening or two of relaxation is worth the investment.
Take time to review your support workflow. Then, create content to help clients help themselves. You’ll be glad you did!
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