Flow
If there's ever a problem, a user should know how to get help. Then when they try to get that help, they should know exactly what kind of communication they're receiving. Making support not only available but suitable to how users tackle a problem is important on being on the right track together. If you're explaining to a user in text where the interface elements are when a screenshot would tell a much clearer story, then that's the first problem to solve before you even get to theirs.
Steps
Reset
Show a link to contact support
This can be placed in a number of areas, such as:
• footer in a website
• settings in a mobile app
• a page experiencing an error
Use clear copy and easy to recognise visuals to highlight the link.
Show methods of contact
If you have one option, showcase it! If you have multiple options (chat, call, FAQ), list them out and represent each of their benefits.
Chat is great for a specific, complicated issue that needs an instant response. On the other hand, FAQ is great for standard questions that are easy to explain.
Also consider the order of the methods. A FAQ as the first option is great because it lets a user find their own answer without waiting on you to respond. But a direct chat can be seen as more convenient as it's less direct troubleshooting for the user.
Outline how to communicate and what is expected
Once a method is chosen, make it clear on how the method will work.
Illustrate the response time, and what the user will need to provide to receive support.
