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Customer Experience
April 26, 2023
xx min read

How to Build a Great Help Center in 2023

In today's fast-paced digital world, customers expect quick and reliable solutions to their problems. Because of this, having a great help center is more important than ever.

A well-designed help center makes it easier for users to find answers and reduces the workload on employees and support agents. Not to mention, help centers are essential to staying up to date with the latest trends and technologies.

Do you need to build a great help center in 2023? If so, you are in the right place! This article explores the key elements that make help centers effective and how you can start building one today.

Quick Takeaways

  • A great help center enhances user experience, reduces the workload on service agents, and keeps up with the latest trends and technologies
  • Understanding users and mapping out key content areas is key to designing an effective help center that addresses users' needs
  • Leveraging AI and automation can improve search functionality and provide real-time assistance, creating a more responsive and user-centric support experience
  • Continuously monitor performance metrics and encourage feedback to ensure your help center meets users' needs

A great help center is a vital component of any online platform. By prioritizing user experience, accessibility, and regular maintenance, you can build a help center that provides valuable support to your users and enhances their overall experience with your platform.

What Is A Help Center?

A help center is a crucial element of any online platform that provides support and assistance to its users. It is a central hub where users can access information, troubleshoot issues they may be experiencing, and learn how to make the most of the platform's features.

screenshot of Heretto’s portal shows example of great help center

Why Is Your Organization’s Help Center Important?

In 2023, building a great help center is more important than ever as the internet and technology continue to evolve rapidly. With so many platforms and apps available to users, providing clear and concise guidance is essential to help them navigate your platform and solve any problems they encounter.

Help centers are also important to your organization because they:

  • Improve the user experience. A well-designed help center addresses users' queries and concerns via content, like FAQ articles and guides, providing prompt solutions and improving overall satisfaction.
  • Minimize support costs. Help centers enable users to find answers to their questions without contacting support representatives, reducing costs, and freeing up resources for more complex issues.
  • Increase user retention. Providing a user-friendly and informative help center shows that an organization values its customers, which fosters trust and loyalty, leading to higher customer retention rates.
  • Promise convenience. As a growing number of users prefer self-service options, help centers cater to this preference by offering easily accessible information and solutions at their fingertips.
  • Enable scalability. Help centers are easily scalable, allowing organizations to expand their support offerings as the business grows without the need for additional staff.
  • Streamline support processes. A well-organized help center allows customer support teams to focus on more complex or urgent issues, improving the overall efficiency of the support process.

Each of these factors combined not only benefit platform users but also organizations, ultimately driving business success.

How To Build A Great Help Center

Following these steps can provide an exceptional help center that empowers your platform's users and contributes to your company's success.

Step 1: Understand Your Platform's Users

The first step to building a successful help center is understanding the unique needs of your platform's users. This includes:

  • Identifying user roles (content creators, editors, managers, administrators, etc.)
  • Analyzing user behavior (platform usage patterns, common tasks, and challenges)

By first understanding your users, you can design a help center that meets their specific needs and enhances their experience with your platform.

Step 2: Map Out Key Content Areas

To ensure your help content is effective, you need to identify the key areas your help center should address. These areas could include:

  • Platform onboarding and setup
  • Content creation and editing features
  • Collaboration and workflow management
  • Integrations and third-party tools
  • Analytics and reporting
  • Platform updates and new features

Mapping out key content areas is essential because it sets the stage for comprehensive coverage of your platform’s features and functionality. It also addresses users' needs, promoting user satisfaction.

Step 3: Design an Intuitive and User-Friendly Interface

A user-friendly interface is crucial for a successful help center. As you design your help center’s interface, keep the following principles in mind:

  • Responsive design. The best help centers are compatible with various devices and screen sizes, maximizing convenience.
  • Easy navigation. Users can easily access helpful information by organizing content into categories and subcategories.

Prominent search functionality. Including a search bar makes information easily accessible and intuitive. With federated search, users can enter a search term into a single search box where the system sends the query to multiple data sources, ultimately presenting users with results from several sources in a unified format.

image shows help center interface that is compatible with all devices

By implementing these elements into your help center’s interface, you will enhance the overall user experience, ultimately reducing support costs.

Step 4: Create High-Quality, Platform-Specific Content

Next, you can start creating content that is informative, concise, and tailored to the needs of your platform's users. As you do so, keep in mind the following tips:

  • Use platform-specific terminology and examples
  • Break down complex tasks into step-by-step guides
  • Incorporate visual elements like screenshots, GIFs, and video tutorials
  • Update content regularly to reflect platform changes and new features

Using structured content is a powerful approach to creating high-quality content for your help center. Structured content allows organizations to organize content into modular, reusable components. This maximizes both consistency and efficiency during the content creation process.

Structured content also enhances searchability, allowing users to find relevant information quickly. Organizations can streamline content management by including metadata and tags, making it easy to update, maintain, and reuse content as needed.

Step 5: Leverage AI and Automation

Automation streamlines content updates and maintenance, making sure your help center remains current and accurate. Harness the power of AI and automation to enhance your help center's efficiency and effectiveness by:

  • Using structured content to future-proof your help site
  • Implementing AI-powered chatbots for real-time assistance
  • Automating content updates and maintenance using content management APIs

AI-driven chatbots offer real-time assistance, addressing questions and guiding users through platform features, ultimately reducing the burden on support teams. Incorporating AI and setting up structured content now will lead to a more responsive, effective, and user-centric support experience in the future.

Step 6: Encourage User Feedback and Collaboration

Now it’s time to start gathering valuable insights by encouraging user feedback and collaboration. You can do this by:

  • Including feedback forms and rating systems on help center articles
  • Offering user forums or community spaces for discussions and knowledge sharing
  • Conducting periodic surveys to gauge user satisfaction and gather suggestions
image shows example of periodic survey to receive user feedback

By encouraging user feedback through rating systems, feedback forms, and surveys, your organization can start identifying areas that need improvement. This way, you can ensure that your organization’s help center continuously evolves to meet users’ needs.

Step 7: Monitor Performance Metrics and Continuously Improve

To ensure success, it’s important to monitor your help center’s performance metrics and continuously work towards improvement. Regularly analyze your help center's performance by keeping a close eye on the following metrics:

  • User satisfaction ratings
  • Page views, time on page, and bounce rates
  • Search query data and search result effectiveness

A data-driven approach enables informed decision-making, identifying areas requiring enhancements or additional content. When you continue to refine your help center, you can ensure that your content remains relevant, user-friendly, and up-to-date. This promotes user satisfaction, loyalty, and long-term success.

Create A Better Help Center Today

An effective help center will maximize the efficiency of your organization and its employees. User satisfaction is enhanced when users have streamlined access to company knowledge and accurate answers.

Are you ready to build a better help center? Heretto Deploy API makes creating a positive user experience easy. Start implementing knowledge management today by booking a demo or learning more about Heretto Deploy Portal.

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