4.2 Help chat and other assistance
If you need help with a service, product or company, look on their website or social media account to see what help they offer to solve common problems. Look for words such as ‘Customer support’, ‘Help’ or ‘FAQs’ (frequently asked questions). Some businesses encourage customers to use Facebook Messenger to contact them on their official Facebook page. Don’t use social media if your issue includes sensitive information.
You can also search the website to find the help section. If the search does not solve your problem, you will be shown the best way to contact the website for more help. The images below show the customer care page on ASOS.com, a clothes retailer. The help section has a range of different topics and FAQs for each topic. If you can’t find what you’re looking for here, there are options to talk to someone from the company in a live web chat, or to contact the company on Twitter or Messenger, or via email.
Show description|Hide descriptionA screenshot of the ASOS Customer care web page. A central search bar contains the words ‘Search for help’.
Show description|Hide descriptionA screenshot of the ASOS Customer care web page. The words ‘Need to get in touch?’ are in bold with buttons beneath to ‘Send us an Email’, ‘Tweet Us’ and ‘Connect on Messenger’.
