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chickendippers · 06-01-2009, 18:20

I can't even remember there being a help section on the old ntlworld site, if there was it must have been spectacularly useless. The Help and Customer Zone sections were new when the re-branded website launched as far as I know.

They really are shooting themselves in the foot by having poor documentation; there are so many faults customers could troubleshoot, identify and possibly fix themselves given the necessary resources. In turn this would reduce call volume.

I have written aprox. 100 FAQs for my company, we've even got a Knowledgebase suggestion feature to display relevant FAQs whilst the customer is filling in the 'contact us' form. I see them filling in the form, then reading an FAQ and leaving the site (with their question answered) everyday!

06-01-2009, 18:20	#7
chickendippers Inactive Join Date: Jan 2004 Location: Newcastle and Horsham Services: On-cable: TV-L, BB-L, Phone-M. Off-cable: Sky+ HD, Plusnet Unlimited. Posts: 1,432	Re: Searching on the VirginMedia site I can't even remember there being a help section on the old ntlworld site, if there was it must have been spectacularly useless. The Help and Customer Zone sections were new when the re-branded website launched as far as I know. They really are shooting themselves in the foot by having poor documentation; there are so many faults customers could troubleshoot, identify and possibly fix themselves given the necessary resources. In turn this would reduce call volume. I have written aprox. 100 FAQs for my company, we've even got a Knowledgebase suggestion feature to display relevant FAQs whilst the customer is filling in the 'contact us' form. I see them filling in the form, then reading an FAQ and leaving the site (with their question answered) everyday!