The short answer: your website is built to generate leads and get new customers to engage. When you add troubleshooting content, you create mixed messages, confuse buyers, and risk losing sales.

I have a smarter solution…

Put your support website on a subdomain for example www.support.mycompany.com

Why separating sales and support makes sense

Keep your branded primary site focused on new customers

No distractions—just a clean, positive buying experience.

Your sales website should inspire and be benefits-driven. Focus on customer success stories, case studies, and high-impact visuals that reinforce why YOU are the best choice. Every page should nudge visitors toward buying, booking a demo, or calling sales. A clutter-free experience moves customers towards conversion.

Your Sales menu must lead to products, pricing, testimonials—not technical FAQs. You don’t want buyer to assume your product is hard to use.

Your support website should focus on downloads, instruction sheets, quick start guides and checklists. A secure forum or discussion area would be appropriate.

Stronger SEO

Your sales website should have SEO keywords around solutions, customer pain-points, and how your product answers their questions.  Keywords should be action and conversion driven.

Support keywords can add specific product names, issues and error codes. More pages boosts visibility without cluttering your marketing site.

Mobile-Friendly for on-site technicians

Buyers are often at their desk, working on a computer or laptop;  they are browsing, reading, exploring.

People trying to fix an issue could be on a cell phone. Perhaps working working UNDER the desk or offsite with limited wifi.

Clear accountability for content

Marketing owns the sales site, Support owns the troubleshooting site. No overlaps in responsibility.

If Support finds an error, they need to share a fix NOW. They can edit and add a visual or formatting later.  Sales needs more time to think through branding, competitors, risks and copywriting for a primary website.

Designed around after-sales support

There is nothing more annoying when you’re trying to fix a problem, than to wade through sales information about careers, and how great a company’s products are.

A support site needs a structured around existing (often frustrated) customers. Support sites can be built with videos, audio, and interactive guides. When you’re having a problem, you don’t mind more detailed information for unusual situations.

Security & Access Control

Forcing potential buyers to log in slows sales.

On a support site, a login-only option keeps sensitive support content away from competitors while protecting your brand image. There can be separate sections for training distributors and agents, or qualified installers.

Give your customers, distributors, and agents the help they need—without hurting your sales. Let’s talk about making your support strategy work smarter!