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What is a Help.center?

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What is a Help.center?

A simple explanation of what is a help center

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A Help Center is a website where customers can discover answers to their questions. This can be a trouble shooting guide to help a customer navigate through an issue they are facing. It can also be a detailed documentation to educate a new user with onboarding and explanation of all the available features. Or it can be a mix of both.

Why use a Help Center?

Help Center is designed to resolve common customer queries faster. Customers need not always, get in touch with customer support team to get an answer. It empowers customers with the knowledge necessary for them to use the product or service.
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It also greatly reduces customer ticket volume and reduces the load on customer support team. Users can quit using a tool, if they are unable to figure out how to achieve the result they are looking for. With access to information at their finger tips, you can deliver a better customer experience.

How to make a good Help Center?

Help Center is a self-service operation. It should be easy to navigate for a customer and information should be available by means of search.
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Content should be organised with simple to understand hierarchy, by keeping the simple stuff at the bottom and advanced explanations at the far end. Using meaningful categories to sort out information helps in the discovery of related content.
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Content of a Help Center should be ideally created by employees in the customer support department. They understand the pain points of the customers better than anyone. They can use this to create β€œHow to” articles and grow the Help Center. A Help Center needs continuous revisions to stay updated and relevant to your audience.
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