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Chapter 12. Creating Customer Assistance... > Where Can I Get the Answers to My Qu...

Where Can I Get the Answers to My Questions?

Visitors may come to your site with a definite purpose, but get distracted because they do not understand how to navigate through your menus or links, how to fill out your forms, how to place an order, or how to track down a human being in support. They wonder, they suffer doubts, they make strange hypotheses, and they become superstitious. And think about where this confusion attacks your visitors.

Often, the visitors get stuck at site-critical moments, such as when the visitors are:


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