provides the most online support options for any site
builder on the Internet.
Online support, comes in the form of a complete set
of online documentation, an online knowledge base, frequently
asked questions and unlimited online technical support
through a team of support specialists. Many members
of the support team are the actual designers, marketers
and programmers of .
| 33
Chapter online documentation |
Recommended uses, screenshots, overviews
and step-by-step instructions accompany each chapter. |
| Getting Started
Manual |
Easy step-by-step getting started manual gets
you up and running fast. |
| Online Knowledge
Base |
Diagrams and step-by-step instructions lead you
through the most common goals that users want to
achieve. |
| Unlimited Online
Technical Support |
98% of the questions asked are responded to within
one-business-day. promises no longer than a three-business-day
response on all other questions. How it works: Questions
are submitted through the online technical support
system. These questions are queued to our support
staff according to the type of question asked. Questions
requiring sales, network or developer input are
flagged by support for review by the appropriate
specialist. This allows questions to be answered
quickly, efficiently and by the right person. |
Most web companies are limited to answering connection
support (e.g. how do I send my files to you) and not
design support (e.g. how do I setup a photo album on
my website). You can ask any question about building
and updating your website within the website builder.
This goes above and beyond the simple, ¡§how to get started¡¨
help that you¡¦ll find from a typical website service.
includes full support for all 20 special features that
other companies do not include and hence do not have
to support.
Help on Every Page
You can access support from any page in your website
builder and you have quick access to help that is designed
specifically for the page you are viewing:
- Support Button on Every Page: Every
page in the website builder has a toolbar that includes
a ¡§support¡¨ button. Click it to access the online
documentation, knowledge base, frequently asked questions
and online technical support anytime you need it.
- Context Sensitive Help: Every page
in the website builder that relates to a feature has
a special custom help button that will bring you directly
to the chapter of the documentation you are interested
in. This saves you the time and makes you feel in
control.
-
33 Chapter Documentation
The online documentation, together with the knowledge
base and frequently asked questions answer 95% of
the questions a user asks. The documentation includes:
- Getting Started: The first
chapter, ¡§Getting Started,¡¨ covers everything
you need to know to set up an informational website.
An informational website is what a web design
company will typically setup for you for about
$500 - $5000. With the getting started manual,
you can set up a website yourself, usually in
less than two hours (depends on how fast you write
and type).
- 33 Chapters: Each of the 33
chapters of information on the website builder
are available online one click away. Each chapter
covers one aspect of expanding your website in
areas not covered by the getting started manual.
These chapters are not necessary reading but will
help you get the most out of your website. Covers
topics like Photo Albums, Calendars, Mailing Lists,
Message Boards, Shopping Carts and more.
- Step by Step with Screenshots: The
essence of every chapter is the step-by-step instructions.
Each step is written simply and contains screenshots
to help you understand how each step works. Every
chapter is written in the same easy way.
- Recommended Uses: Each chapter
contains a list of recommended uses for each feature
that it describes. This helps you get a quick
handle on what a specific feature can and should
be used for.
- Screenshots: Screenshots of
the feature helps you quickly understand what
a feature does and what it looks like.
- Overview: Each chapter contains
an overview that describes the steps in each chapter.
Click on a step in the overview to jump to the
specific section. For example, you are looking
at the ¡§Photo Album¡¨ chapter and you want to know
how to delete an image. Since it¡¦s in the overview,
just click the linked item and you immediately
get to see the section on deleting an image.
- One Click Feature Support: When
you are working with a particular feature, for
example editing a web page, you will find a help
link that brings you directly to the chapter of
support you are looking for. This is called context
sensitive help and makes it easy to get the help
you are looking for.
- One Click Chapter Listing: The
support button on every page brings you to a listing
with every chapter of the documentation. Quick
and easy access to help means you won¡¦t be searching.
100+ Article Knowledge Base
The knowledge base is a collection of less commonly
asked but important questions from clients:
- Searchable: Each knowledge
base article is searchable by keyword. For example,
if you want to find more information about troubleshooting
email accounts search the knowledge base for ¡§email.¡¨
Each question is rated in terms of importance,
the number of times it is viewed and by keywords
custom selected for relevance by support staff.
This means that important knowledge base articles
on email will appear before knowledge base articles
that might contain the word email but are actually
about something else.
- Screenshots: The knowledge
base system supports use of screenshots. Where
they are important, they have been added to the
knowledge base system.
- Linking to Documentation: Sometimes
the answers are actually in the help documentation
but may have been missed or a user searches the
knowledge base before checking the documentation.
In these cases, knowledge base articles are cross-linked
with documentation so a user can go directly to
the right chapter of the documentation with their
answers.
Unlimited Technical Support
Due to the strong documentation set and knowledge
base, 95% of the questions never have to go to a
technical support operator; however, when they do,
you get fast, quality responses:
- 1-day Turnaround: 1 business
day turnaround for 90% of the technical support
questions
- Direct Routing: Support system
allows questions be routed directly to the right
people (designers, network technicians, or developers)
- Quick answer system: In case
you missed an answer, the support system will
automatically give you a list of answers to questions
that are similar to yours
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