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Chapter 15. SUPPORTING INTERNATIONAL CUS... > LIMITED SUPPORT AND LOCALIZED FAÇADE...

LIMITED SUPPORT AND LOCALIZED FAÇADES

Given how challenging and expensive it can be to effectively support customers within the U.S., don’t expect to offer all types of support when you leave the U.S, and don’t lead your web site visitors to assume you offer more support than you do. Some companies develop localized façades, in which only the first few pages are translated, accompanied by limited, or no, customer support (see Figure 15.1). Localized façades, it is argued, are better than no localized web pages at all. However, web pages that create false expectations and frustrated users could actually be worse than no web pages at all. If you can afford only a few localized pages, go a step further and let your visitors know what support options you offer and don’t offer.

Figure 15.1. The Siebel Brazil home page is a localized façade; the Clique aqui para saber mais link on the home page to the left (which means “click here to learn more”) takes you to the English-only page on the right—not a nice way to manage expectations.



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