Thursday, January 30, 2014

Throwback Thursday: This is Your Website with FAQ's. This is the Website of the Future. Any Questions?

Happy Throwback Thursday!

The CEO of noHold, Diego Ventura, recently sent me a link to a website called Internet Archive: Wayback Machine. This website has millions of archived web pages from over the years. After checking out some of my favorite company’s older web designs, I thought about support pages. I found a few support pages from various tech companies and was surprised at how different they were designed compared to today.

Intel Support Page (1998)
Above is a screenshot of Intel’s support homepage from 1998. Their support for that time consisted of having a list of products to click on and then pops up some general facts and solutions to typical problems. There was also a “Did this help?” question at the bottom where end-users could provide feedback about their experience.

Apple Support Page (1998)
For all the iPhone lovers out there, here is a screenshot of Apple’s support page from 1998. One of Apple’s support resources was to utilize their searchable knowledgebase, which allowed end-users access to try and find solutions to their problems.

Lastly, I wanted to share Cisco’s support page from 1996. They approached their support page with more FAQ style tools.

Cisco is doing a lot of work with the Internet of Everything and futuristic concepts, so I thought it was interesting to take a look back and see how the visionaries were providing support for their customers 20 years ago.

You can definitely tell the times have changed and technology has advanced greatly. Companies are putting more emphasis on the customer experience today and rightfully so. Having anything but an excellent customer service/support strategy is just not going to cut it in today’s world. With smart machines booming in the market, consumers are demanding that interactive component. You can already tell that within the last 20 years, websites have become drastically more engaging and interactive. End-users have a conversation with a Virtual Agent to find the solution to their problem, creating a more person experience for the consumer, instead of going through a list of FAQ’s. 
Cisco Support Page (1996)

Is your website stuck in FAQ-mode? How much has your brand's support experience evolved in the past 10 years? Do you envision a future where support pages are immersive and completely interactive?