This document traces the evolution of documentation from early cave paintings and Egyptian scrolls to modern online support sites. It discusses how the needs of documentation have changed over time, from recording early histories and religious texts to distributing scientific discoveries and training people on new technologies. The document notes that today's online support sites face challenges in meeting modern customer needs. Customers often leave sites searching elsewhere for answers or arrive at competitors' sites due to outdated, inaccurate or irrelevant content. The document argues that future support needs adaptive sites that provide personalized, mobile-friendly assistance through search, rich media, user contributions and analytics to improve the customer experience.
31. RESEARCH STUDY :
TOP CUSTOMER COMPLAINTS ABOUT ONLINE SUPPORT
“I go to Google “If I find the info it’s “There’s not enough
instead” not accurate or is out content here to help
of date” me”
37. SO THERE’S
So people leave your Content is not rated Which leads to a
site in search of the and there is no scarcity of content or
answer elsewhere feedback mechanism to irrelevant content
alert you to incomplete
or bad content
40. WHICH MEANS
Customers call support Customers get upset Less relevant content
agents instead of and leave your site and means lost revenue
solving the problem on potentially arrive on opportunities
your support site your competitor’s site