Whether people are trying to download, install, configure, upgrade or troubleshoot, they all want to complete their tasks as quickly and easily as possible. Taking a top task management approach to design of the support section of your website optimizes the customer experience by making the most frequent and critical tasks immediately available...Having tried out Gerry's top task survey technique on a number of website developments, I can say that it really does work, and for me the principle is perfect for online support. If it's good enough for companies like Microsoft...
Most support website visitors are already in the middle of a very frustrating experience by the time they get there (who visits a support website when they don't have a problem?!) and in some cases, the help web pages just make them even more frustrated.
Register for Web customer support best practice - webinar by Gerry McGovern
Gerry also archives all his previous webinars. Notice the education sector session from October 2008.
Gerry McGovern's webinar archive