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Got tips for FAQs/help for newbies? it tries my patience, lol

by kencalhn
7 replies
Hi -

Out of all my customers, I have maybe 10-15% that are non tech savvy, can't figure out how to right click and download things, aol users, unzip files, whatever.

Any tips on making FAQ areas/tutorial videos that handhold these folks? I've created entire forum threads, screencaps, videos, and still I get questions like "help I can't login to the download area" or "help I can't download this video", though everything works fine.

In emails, I ask people to double-check spellings, lower case only for passwords, use download managers if needed for video, right click to save/as for links, in email how-to directions.

got any examples of simple-to-understand-even-for-aol-senior-citizens-or-esl-folk FAQs , or tips? It gets time consuming.

I think I'll make additional how-to videos I can point people to, that may help. step 1: this is your mouse
step 2: this is your RIGHT button on the mouse
step 3: press on the right button, over a download link
step 4: press file/save as then click ! voila..
step 5: save the file

i mean really that's the level I've gotta go, to help some folks. not complaining since they're customers and I value their business, but would appreciate any ideas for making simple stuff easy to do for 'em..

-k
#faqs or help #lol #newbies #patience #tips
  • Profile picture of the author professorrosado
    Why put yourself through all of this and your customers when you can just make a thank you page with easy "1 2 3" buttons on it directly linking to the files they need to download. This will commence the download with the "open with or save to disk" window they should be familiar with by now?

    Also I never could get the reason for that right-click thing - I get the same results by clicking on the link. I think we are confusing many who really don't need to right-click at all. And then, make the link work by clicking - Paypal button works without needing to right click.

    Even with added graphics showing them where to click and how to save it to their computer - this is more than anyone should have to do.

    Links to Youtube "how to" videos is also easy to add.
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    • Profile picture of the author Mark Andrews
      Banned
      You're assuming everyone knows what to do.

      What to click on where, when, and in what order.

      The OP has a point, some people are really as 'thick' as they come when it comes to anything to do with computers.

      My parents are a good typical example...

      Father, he's been using computers and the Internet since it first started but you still have to explain the absolute basics to him over and over again.

      Watching him working on the computer is actually quite painful. Never have I seen someone quite so slow before or who seems more unsure of himself when he's sitting down in front of it.

      Mind you, he is almost 80 bless him. Can still beat a 20 year old on the tennis court with his demon serve but computers? It's like his mind just freezes on the spot.

      Mother is no better dear of her.

      "Mum, see this button here? It switches the computer on. Now just wait for it do it's thing. Okay we're ready now, so what do you think you need to do next?"

      Blank stare.

      It's enough to drive a saint up the wall with exasperation at times.

      It's bad enough my father being stone deaf repeating everything 4x over louder and louder, then the silly old bat forgets 2 minutes later what you just told him not more than a couple of minutes ago. Aghhhhh!

      And people here wonder why my patience at times wears a little thin?!

      To be honest with you...

      I think the most dead simple information product showing similar computer thicko's exactly what to do, where and when, in a specific order for a large number of very simple tasks would probably positioned properly in the marketplace do exceptionally well.

      If not bought by said potential customers directly, anyone, a family friend, or indeed another member of the family would probably buy this instruction guide purely to save their own sanity from exploding when explaining how to do the most simple tasks over and over again.

      It's a good idea. With plenty of scope for expansion and improvement and most definitely a loyal customer base for all the right reasons.

      Smoking hot,


      Mark Andrews
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  • Profile picture of the author RogueOne
    aol users


    In emails, I ask people to double-check spellings, lower case only for passwords, use download managers if needed for video, right click to save/as for links, in email how-to directions.
    I'm sooo curious what you're selling. I would never go to this much hassle. If they can't figure out the basics of running a computer, what are they buying online?:confused:

    Also I never could get the reason for that right-click thing - I get the same results by clicking on the link.
    Exactly. Let's make everything more complicated than it needs to be.

    I think the most dead simple information product showing similar computer thicko's exactly what to do, where and when, in a specific order for a large number of very simple tasks would probably positioned properly in the marketplace do exceptionally well.
    No. They wouldn't be able to pay for, download, or open it.
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    • Profile picture of the author Mark Andrews
      Banned
      Originally Posted by RogueOne View Post


      No. They wouldn't be able to pay for, download, or open it.
      They bloody well would because if I was the copywriter
      for this, they'd be shown exactly how to do this one
      very simple step at a time at the end of the sales letter
      immediately before clicking on the Buy-It-Now button.

      Smoking hot,


      Mark Andrews
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      • Profile picture of the author RogueOne
        Originally Posted by Mark Andrews View Post

        they'd be shown exactly how to do this one very simple step at a time at the end of the sales letter
        immediately before clicking on the Buy-It-Now button.
        Isn't that exactly what the product you are trying to sell them does?

        If you have to provide instructions in order for them to buy the same instructions...:confused:
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        • Profile picture of the author Mark Andrews
          Banned
          Originally Posted by RogueOne View Post

          Isn't that exactly what the product you are trying to sell them does?

          If you have to provide instructions in order for them to buy the same instructions...:confused:
          Thanks for putting yourself up as a test subject.

          Sorry, please do excuse my ridiculous sense of humor.

          The purpose in doing so would be to compliment the product itself. Demonstrating before they buy the guide just how simple the instructions on the inside are going to be.

          As a copywriter it's very important you see to put yourself directly into the shoes of the target market you're trying to compel into taking a direct call to action which ultimately is good for them, moving them away from frustration and pain to emotional pleasure.

          The truth is in the telling.

          Smoking hot,


          Mark Andrews
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