Make ‘Ask The Community’ The Default Option
Okta (a client) recently revamped their help and community experience.
This is what it looked like before:
This is what it looks like now:
It’s a lot better now.
There is also one major difference, the ‘Open a case’ button has disappeared from the top navigation bar and is instead dropped into a ‘Get Support’ tab at the bottom of the page.
This forces members to browse to find the answer via the help center and the community before lazily opening a case without doing any research.
In turn, this drives more people to the community. Sometimes tiny tweaks like these can have a bigger impact than you imagine.