Creating an excellent help center can help companies better deliver information to users and increase user satisfaction and loyalty. In today's digital age, many companies have begun to realize the importance of help centers .
8 steps to help you create an excellent help center online
Step 1: Identify goals and user needs
Before you start creating your help center, you need to first define your goals and user needs. What is the purpose of the Help Center? Is it to improve user satisfaction and loyalty, or to reduce the workload of customer service? What information do users need? What features are needed? What help documents are needed? Clarifying these questions can help you better plan and organize your Help Center content.
Step 2: Choose the Right Help Center Platform
Choosing the right help center platform is a very important step. You need to choose a platform that is easy to use, feature-rich, and supports multiple formats. There are many help center platforms on the market, such as Zendesk, Freshdesk, HelpScout, etc. When choosing a platform, you need to consider factors such as the platform's price, features, ease of use, and customer support.
Step 3: Design the structure and content of the help center
The structure and content of the help center is very important. You need to design a clear structure so that users can quickly find the information they need. When designing the structure, you can use tree structure, label classification and so on. At the same time, you need to write high-quality help documents, including FAQs, usage guides, troubleshooting, etc. When writing a document, you need to pay attention to the language of the document is concise and easy to understand, with both pictures and texts to help users better understand.
Step 4: Optimize for Search Engines
To make it easier for users to find your help center, you need to optimize it for search engines. You need to use keywords, tags, etc. to optimize the content of the help center to make it easier for search engines to display the content of the help center to users. At the same time, you also need to optimize the website structure of the help center so that search engines can better index your website.
Step 5: Offer Multiple Ways of Support
In addition to help documentation, you will need to provide multiple means of support. For example, you can provide live chat, email support, phone support, etc. to help users solve their problems. At the same time, you can provide community support so that users can help each other solve problems.
Step 6: Gather user feedback
Collecting user feedback can help you understand your users' needs and questions, so you can optimize your help center. You can collect user feedback using surveys, user feedback forms, social media, and more. At the same time, you can also regularly analyze user usage data to understand user behavior and needs.
Step 7: Keep Updating and Optimizing the Help Center
The help center needs constant updating and optimization. You need to regularly check the content and structure of the help center to understand user feedback and needs, and then optimize the content and structure of the help center. At the same time, you also need to pay attention to the development and trend of the industry, and update and adjust your help center in time.
Step 8: Advertise and Promote the Help Center
Finally, you need to advertise and promote your help center. You can promote your help center on product pages, social media, customer support emails, and more. At the same time, you can invite users to participate in community support to help you promote the help center.
Choosing the Right Help Center Platform - Baklib
Baklib is an online memo tool, which is characterized by simplicity, ease of use, and cross-platform. Users can create memos in Baklib, set the reminder time and repetition period of the memo, which is convenient for their own time arrangement. Baklib also supports multi-platform synchronization. Users can synchronize their memos on computers, mobile phones and tablets for easy viewing and editing at any time. The advantage of Baklib is that it is easy to use, synchronized across platforms, and is very suitable for personal memos and time arrangements. Baklib provides a one-stop help center production service . Using the Baklib help center , you can build a help center interface in ten minutes, with zero trial and error costs, search for Baklib, enter the official website, register an account, create a new site (help center), and select "Help Center/FAQ/Online Questions and Answers".
- Edit knowledge base online
Baklib is presented in the form of a web page, where documents can be edited online, and many users use it to build help centers, product manuals, FAQs, and enterprise knowledge bases, etc. The application scenarios are still very wide, and for my personal use, I use it for online electronic notes, because it has a mobile terminal, and I can edit it anytime, anywhere.
- create personal site
Creating a personal site is to create a website online. Baklib can create multiple sites, switch between sites at will, and share site links to various platforms. You only need to click on the link to access it. In this way, you can create and share your own multiple sites with different functions, which is very convenient to use.
- document structure
The reason why I did not choose to use word is because word can only form individual documents and put them in a folder, but Baklib supports rich text and Markdown editing, adopts a tree structure presentation method, supports up to six levels of columns, and divides the content into categories, which is of great help to my knowledge base of special topics.
- backup and export
According to the official introduction, Baklib adopts an advanced and flexible cloud service architecture and SaaS service. From internal editing to external sharing, it guarantees the independence and security of customer data. Every step of online editing is saved in the cloud, so you don’t have to worry about losing content. Baklib also supports data export and backup in multiple formats, which really wins my heart.
- easy to use
Entering the usage page of Baklib, compared with other complex applications, people are directly dismissed. For a novice, the nanny-level tutorials it provides are really user-friendly, and people can quickly get how to use its various functions.
- Multiple templates, concise and clear pages
Baklib provides many useful templates, the most important thing is that they can be used with one click, which really saves us a lot of trouble and makes the pages we make clearer.
- Advantages of Baklib:
CDN accelerates the page to open smoothly and quickly;
Self-contained secondary domain names support independent domain names, and support site visitor data statistics;
Full-text search, support search engine indexing;
Support team to edit content online collaboratively;
Multi-template themes can be switched freely;
Multi-level column classification (suitable for content classification in help centers and knowledge bases);
Support rich text and markdown operations;
Support intelligent content retrieval; support multi-terminal adaptation.
Creating an excellent help center requires clarifying goals and user needs, choosing an appropriate help center platform, designing the structure and content of the help center, optimizing search engines, providing multiple support methods, collecting user feedback, continuously updating and optimizing the help center, and publicizing and promoting the help center. These steps can help you create a high-quality help center, increase user satisfaction and loyalty, and reduce customer service workload.