Making a help center is an important means to help users understand the product and solve problems. However, during the production process, we may encounter some misunderstandings, which may cause our help center to not achieve the expected results. So in this article, we'll explore common pitfalls when creating a help center, and offer ways to fix them.
Myth 1: Overly complex language and terminology
Solution One: Simplify Language and Terminology
The main purpose of a help center is to provide assistance and answer questions for users, so it should use easy-to-understand language and terminology. Avoid overly technical terms and abbreviations, which can confuse and make users uncomfortable. If terms and abbreviations must be used, explain their meaning clearly in the text.
Solution #2: Use Proper Formatting and Typography
Using proper formatting and typography can make an article easier to read and understand. You can use formats such as headings, lists, and tables to organize the article content. In addition, using proper font, size and color can also enhance the readability of the article.
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Misunderstanding 2: Lack of practical content
Solution 1: Write content based on user needs
Help centers should write content based on user needs. What information users need can be determined through user feedback, FAQ lists, and search keywords. When writing content, pay attention to the needs and concerns of users, and provide practical information as much as possible.
Solution 2: Provide multiple solutions
There may be multiple solutions to the same problem, so having multiple solutions in the help center can make it easier for users to resolve a problem. It can provide step-by-step instructions with pictures and texts, video tutorials, FAQs and other methods to meet the different needs of users.
Misunderstanding 3: Lack of operable guidance
Solution 1: Provide detailed step-by-step instructions
Providing detailed step-by-step instructions in the help center can make it easier for users to understand and perform actions. Step-by-step instructions should include necessary screenshots and descriptions to ensure that users can follow the instructions to complete the operation.
Solution 2: Provide video tutorials
Video tutorials are a great way to demonstrate how to do it. Through video tutorials, users can understand more clearly how to perform operations. When creating video tutorials, pay attention to the sound and picture quality to ensure users can hear and see the content clearly.
Myth 4: Lack of updates and maintenance
Solution One: Establish an update schedule
The help center should be regularly updated and maintained. An update schedule can be established to regularly check and update the content of the Help Center. Updates can include new product features, answers to frequently asked questions, and more.
Solution 2: Establish a feedback mechanism
Establishing a feedback mechanism can help us understand user needs and problems, and make corresponding adjustments in a timely manner. A feedback button or email contact form can be established on the website so that users can send us questions and suggestions.
Advantages of building a help center with Baklib:
Baklib is an online tool for building enterprise help centers. It provides complete functions and ease of use, and can help companies quickly build an efficient help center. The following are the advantages and features of Baklib:
- Ease of use: Baklib provides a visual editor that allows users to easily create, edit and manage content. Users only need to choose a topic and start adding articles, FAQs or videos to quickly build a complete help center page. Baklib's user interface is clean and simple, easy to use and requires no coding and design skills.
- Complete functions: Baklib provides complete functions, including article management, FAQ management, search function, multilingual support, custom domain name, etc. Users can choose the required functions according to their needs to meet different needs.
- Powerful search function: Baklib provides a powerful search function, allowing users to easily find the information they need. Users only need to enter keywords, and the system will automatically search for relevant content and display it on the search results page.
- Automatically adapt to different devices: Baklib can automatically adjust the layout and display method according to the type of device of the visitor to provide the best access experience. Whether users use computers, tablets or mobile phones, they can enjoy an excellent user experience.
- Real-time analytics and feedback: Baklib provides real-time analytics and feedback, allowing users to understand visitor behavior and needs in order to optimize and improve. Users can analyze the data to understand which articles and questions are the most popular, so as to optimize and improve.
Use cases for Baklib
Baklib is used by numerous enterprises, here are some of the use cases:
Cool Academy:
Kuxun (Beijing) Technology Co., Ltd. is an Internet enterprise service company dedicated to promoting the improvement of organizational capabilities with technology. Among them, "Cool Academy" was independently developed by Kuxun Technology in 2017. It is an enterprise training and talent development platform. With the mission of "connecting the resources and capabilities of the top 500 empowered employees to 43 million enterprises and organizations in China", through the "four-in-one" product concept, that is, business platform integration, business process integration, business model integration, and platform The integration of content operation promotes the upgrading of enterprise learning platforms and application scenarios. A well-functioning help center system has been built through Baklib, and an online customer service robot is embedded. Users can directly access the help center to consult relevant operation manuals, operation videos, common problems, operation plans, etc., and obtain service support in multiple dimensions, which greatly improves the user experience. , Reduce the workload of internal staff and improve work efficiency. ——Customer Testimonials
Blue Lagoon:
Baklib's good platform compatibility and stability allow our company to place help center entrances on various product websites and clients to achieve low maintenance costs for one-end update and multi-terminal synchronization; friendly interactive experience and full-text search function allow our merchants to be in Quickly and accurately locate entries in many categories to obtain corresponding information; when it is convenient for users to inquire independently, as a customer service knowledge base, it improves the response efficiency of customer service, and is a good helper for Baklib enterprises to reduce costs and increase efficiency. ——Customer Testimonials
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Enterprise Help Center is a platform for enterprises to provide product and service support, which can help enterprises improve customer satisfaction and user experience. Baklib is an online tool for building enterprise help centers. It provides complete functions and ease of use, and can help companies quickly build an efficient help center. If you're looking for a solid enterprise help center solution, consider Baklib.
Summarize
Making a help center is an important job that can help users better understand the product and solve problems. In the process of production, we may encounter some misunderstandings, such as overly complicated language and terminology, content lacking in practicality, lack of operable guidance, lack of update and maintenance, etc. For these misunderstandings, we can take corresponding solutions, such as simplifying language and terminology, writing content according to user needs, providing detailed step-by-step instructions, and establishing an update plan, etc. By solving these misunderstandings, we can make a better help center and help users better understand and use our products.