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Should you help customers with using your website?

by Gene Alvarez  |  January 29, 2010  |  Comments Off on Should you help customers with using your website?

One of the things I have noticed over the years is that websites continually change their UI without much notice. This common place practice follows what many software firms have done to their enterprise customers. However, today I visited a site that did something different. Http:// offered a Guide-bot (after logging in) that asks if you would like to be shown around the site so that you can take full advantage of the site. I thought this was a great way to be customer centric when introducing new UI features to your web sites. It is based on the idea that not everyone using the web site is in the IT field or is willing to figure it out on their own. Perhaps you may disagree with me or know of more sites like this but I would be interested in hearing your thoughts on the subject. How much should we help the user when we change our sites UI?

Category: web-and-crm  

Tags: crm  e-commerce-e-commerce  e-retailing  ecrm  online-selling  web  

Gene Alvarez
Research VP
11 years at Gartner
28 years IT industry

Gene Alvarez is a VP in the Gartner CRM Research organization. Mr. Alvarez has more than 30 years of IT experience in business impact assessment, vendor management, project management, software development and delivery of complex...Read Full Bio

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