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WEB DESIGN AND MARKETING SOLUTIONS FOR BUSINESS WEBSITES phần 7

phần lớn các khán giả của cuốn sách này bao gồm các doanh nghiệp nhỏ và vừa. Trong khi các khái niệm và thực tiễn phát triểnCác tập tin CSS được liên kết đến các tài liệu bên trong thẻ . Có nhiều cách khác nhau để làm điều này, nhưng cách phổ biến nhất là thông qua thẻ . | CUSTOMER SUPPORT Marketing material only goes so far in selling goods. Since it s designed to persuade people are understandably wary after all no one wants to admit to being persuaded. As with purchasing a house prospective buyers will rarely base a major financial decision on the agent s brochure they want to explore the grounds look in the closets flush the toilets tap on the walls and generally poke around the space to get a better feel for the investment. A public support area offers people the same opportunity to evaluate products and services. It allows them to get their questions of nuance answered the tiny details that can affect the final decision. It also enables people to see if the prospective vendor meets their expectations for support itself if there is interaction between customers and the host within the site e.g. in a forum and how the company treats suggestions criticism and praise. Support options Over the years different techniques and technologies for customer support have surfaced. Some of them are as old as the Web itself e.g. the ubiquitous FAQ others are a result of new technology opening up opportunities for service such as interactive chat . As we discussed in the beginning of the chapter some companies will require minimal customer support and others will necessitate complex portals to meet client demands. The FAQ The FAQ is an Internet standard. When the list of topics is thorough and the answers are good a simple list of common queries can be extremely effective. The vast majority of people understand what a FAQ is and because of this many will try to answer their question there first especially if the subject matter is fundamental. Consider it the first line of support. A FAQ can be as topically deep as a company wishes but there is a fine line between too minimal an approach and overwhelming the visitor with content. The goal of a FAQ should be to address exactly what its name implies questions that are common among users or .