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Content Ops
November 16, 2023
xx min read

Creating a Company Help Site: The Foolproof Guide

In today's digital age, organizations are more reliant than ever on platforms to connect with their users. 

One of the most crucial platforms is a company's help site. It's the first place users turn to when they have questions or face issues. A well-structured help site can significantly enhance user experience, reduce support tickets, and foster brand loyalty.

In this post, we’re exploring the importance of a well-structured help site, and everything you need to know to build an effective hub for your organization’s users. 

Quick Takeaways

  • Users seek tailored content in a language they understand to enhance their help site experience
  • Effective help sites prioritize clear navigation, functional search, relevant FAQs, and a responsive design.  
  • A CCMS streamlines help site creation by promoting organization, content reuse, collaboration, and easy updates. 
  • Structured content provides consistency, display flexibility, easy updates, and improved search results for help sites. 

Understanding Your Audience

Every user comes to a help site with a question or a need. If they find what they're looking for quickly, they'll be happy and more likely to return. If not, they might feel lost or frustrated. So, it's essential to think about what users want and how they search for information.

Making it Personal

By looking at what users often ask or search for, you can make content that feels tailored to their needs. This doesn't mean making something different for every person. Instead, it's about grouping common questions and giving clear answers.

Easy to Search, Easy to Find

icon shows example of search on help site

Imagine you're in a big library, but there are no signs, and the books aren't in order. It would be hard to find what you want, right? 

A help site can feel the same way if it's not organized. By understanding your users, you can arrange information in a way that makes sense to them. This means they can find answers faster.

In Their Language

Sometimes, fancy words or technical terms can be confusing. When you know your users, you can use simple words they understand. This makes the help site friendly and easy to use.

Key Features of an Effective Help Site

Did you know that 40% of customers prefer self-service over human interaction? This makes an effective help site key to providing a positive user experience. 

graphic shows smartphone screen and statistic that says 40% of customers prefer self-service over human interaction

A good help site is like a friendly guide in a new city. It shows you where to go, answers your questions, and makes sure you don't get lost. Here are some features that make a help site truly stand out:

  • Clear navigation. Just like clear road signs, a help site should have easy-to-understand menus and buttons. This helps users find their way around without confusion.
  • Search function. Sometimes, users know what they're looking for and just need a quick way to get there. A search bar is like a map that points them straight to the answer.
  • Frequently asked questions (FAQs). These are the questions most people ask, so having them ready and easy to find is a big help.
  • Responsive design. Whether on a computer, tablet, or phone, the help site should look good and work well.
  • Feedback option. Let users share their thoughts or report problems. It's like asking them, "How can I help you better?"
  • Multimedia integration. Sometimes, words aren't enough. Videos, images, and diagrams can explain things in a clearer way. 
  • User-friendly language. Keep things simple and avoid jargon. Speak in a language that everyone can understand.
  • Regular updates. A good help site stays fresh. Update it with new information and answers to keep it current. 
  • Community forums. Let users talk to each other, share tips, and solve problems together. 
  • Quick load times. Nobody likes waiting. A fast-loading site ensures users get their answers without delay.

In the end, an effective help site is all about the user. It's there to guide, help, and make their journey smooth and enjoyable.

The Power of a Component Content Management System

graphic shows Heretto’s capabilities with icons

A Component Content Management System (CCMS) is a powerful tool when it comes to building a company help site. Instead of having one big file for everything, a CCMS lets you break information down into smaller parts. This makes it easier to find, use, and change information when you need to.

Why Use a CCMS?

  • Stay organized. With a CCMS, everything has its place. This means you can quickly find what you need without searching everywhere.
  • Reuse and repeat. Sometimes, you need to use the same information in different places. With a CCMS, you can use these pieces again and again without rewriting them.
  • Work together. Building a help site is a team job. A CCMS lets many people work on the same project without getting in each other's way. 
  • Keep it fresh. Maybe there's new information or an old detail that's not right anymore. With a CCMS, you can make updates easily. 

A CCMS helps make building and managing a help site simpler and smoother. With everything in its place and easy to find, you can focus on helping users get the answers they need.

The Role of Structured Content

Structured content is the backbone of a great help site. It keeps things organized, flexible, and user-friendly, ensuring that users always have a smooth experience. 

Let’s explore its role and benefits: 

  • Foundation for consistency. Structured content ensures that information is presented in a uniform way. This means users know what to expect, making things easier for them.
  • Flexibility in display. With structured content, the same information can be shown in different ways. Whether it's a list, a chart, or a slideshow, the core information remains the same.
  • Easier updates. When content is structured, making changes becomes simpler. Update one piece, and it reflects everywhere it's used.
  • Better search results. Structured content can be tagged and categorized. This makes it easier for search engines to understand and show it to users. 
  • Content reuse. No need to write the same thing over and over again. With structured content, you can write once and use it in different places. 
  • Personalization. Structured content can be tailored to fit different users' needs. This way, users see what's most relevant to them.
  • Integration with other systems. Because it's organized, structured content can easily fit into other systems or platforms. 

Create Your Company Help Site Today with Heretto

Creating a company help site is not just about answering user queries, but rather enhancing their overall experience with your organization. It not only reduces the burden on your support team, but also ensures users remain loyal to your brand, knowing they'll always find the information and support they need.

Ready to perfect your content creation process? Heretto CCMS can help. Get started today by booking a demo, or learn more about Heretto.

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