Dell.com’s support zone has always ranked in the top five for good reason. It’s jam packed full of resources and getting support for a single product is (almost) as easy as 1-2-3.

But there’s the rub. This design isn’t necessarily optimized for users trying to gather support information for multiple products.

Dell.com’s support architecture uses a two-step process that starts by choosing a support resource and then entering the product’s “Service Tag” or manually browsing for the product from a list.

This two-step approach simplifies support options for technology novices who go to the site with a single need – but can prove cumbersome for more technically-savvy power users who need access to multiple support resources.

Here’s three reasons that Dell.com’s support zone is always at the front of the pack.

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Category: Case Study

Class: Good Practice

Websites Profiled: Dell.com

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