I know it’s a big call (there’s a lot of garbage out there) but I think I’ve just found the most useless help page on the entire internet.
I just bought the Darth Vader theme ringtone (so I can tell when my parents are calling), and the website confirmed all was ok. It was going to send me a text message with a link to download the ringtone. So it’s been an hour and no message so I click on their help button.
And that’s it. That’s their help. Pick a song, buy it and download it. BUT WHAT IF YOU DON’T SEND IT TO ME? Seriously, this is a help page made by marketers.
Marketing Director: “We need help on the site because our competitors all have help pages.”
Marketing assistant: “Ok I’ll write something about how to buy a ringtone. Man our users must be thick if they don’t know how to click the buy button. I should tell them to search for the song they want first before they click buy.”
Marketing Director: “Well done. Let’s go for a celebration lunch”
Seriously guys, you’d better not have charged me $4 for this, especially as I can’t find a way to contact you. All I want to know is what to do if I don’t receive the SMS from you.
Why don’t you think about some of the common issues your users might have, and try to address the issues in your help section? Use your imagination a little bit. Ummm what sort of help do you think people buying ringtones would need? At a guess, it’s the ringtone doesn’t work, I never received my ringtone, I downloaded the wrong ringtone, you sent me the wrong ringtone… if I can get them from 7 seconds of thinking about it, I’m sure you can put together a helpful help section.
Bah, now how am I going to tell if I should run for the phone or let it go to voicemail?
This post is tagged under: Usability
