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How to Max Out Your Help Center Potential

Updated: Feb 23, 2023

As your company grows and evolves, so too should your help content. While it's important to have clear, concise answers to frequently asked questions, there are other ways to add value to your educational content. Here are a few ideas to try:


Develop a knowledge base

A knowledge base is a collection of articles, guides, and other resources that provide comprehensive information on a specific topic or product. A well-organized knowledge base can be a valuable resource for customers, helping them find answers to their questions and troubleshoot problems on their own. Here are a few examples of high-quality knowledge bases for you to reference:

  1. HubSpot - HubSpot's knowledge base provides in-depth articles, video tutorials, and best practices for using their platform. They also have a search bar and a well-organized table of contents to help customers quickly find the information they need.

  2. Shopify - Shopify's knowledge base is comprehensive and covers a wide range of topics, from getting started with the platform to managing inventory and shipping. They also have a community forum where users can ask questions and get help from other users.

  3. Slack - Slack's help center provides detailed articles and guides on using their messaging platform. They also have a search bar and a list of popular topics to help users quickly find the information they need.

  4. Dropbox - Dropbox's knowledge base provides answers to frequently asked questions, as well as step-by-step guides for using their platform. They also have a community forum where users can ask questions and get help from other users.

  5. Google - Google's Help Center provides support for all of their products, including Google Drive, Google Maps, and Google Docs. They have a search bar and a list of popular topics to help users quickly find the information they need.

  6. Trello - Another project management tool with a comprehensive knowledge base that includes step-by-step guides, best practices, and a community forum for users to connect and ask questions.

  7. Loom - A video messaging platform that offers a well-organized knowledge base with video tutorials, FAQs, and a search bar to help users troubleshoot issues and learn how to use the platform effectively.

  8. Buffer - A social media management tool that has a comprehensive knowledge base with in-depth guides, video tutorials, and a community forum for users to connect and share tips and best practices.


Create tutorials and demos

Visual aids like video tutorials and screencasts can be an effective way to demonstrate how to use your product or service. These types of resources can help customers understand complex concepts and features, and can also be a useful tool for onboarding new users. Here are a few examples of videos types you could include in your help center to round out your content:

  1. Product demos: Create a video that showcases the features and benefits of your product or service, highlighting its unique selling points and how it can solve customers' pain points.

  2. How-to guides: Create a series of short, easy-to-follow videos that explain how to use specific features or perform common tasks within your product. These can be especially helpful for new users or those who may be struggling with a particular aspect of your product.

  3. Troubleshooting videos: Create videos that walk customers through common issues or problems they may encounter while using your product, offering step-by-step solutions and tips to help them resolve the issue.

  4. Case studies: Create videos that feature real-world examples of how your product or service has helped other customers, highlighting specific use cases and success stories.

  5. Testimonials: Create videos that feature satisfied customers sharing their positive experiences with your product or service. This can help build trust and credibility with potential customers.

  6. Q&A sessions: Host a live Q&A session with a product expert or team member, answering common customer questions or addressing concerns.


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Offer training and support

In addition to providing self-service resources, consider offering training and support services to customers who need extra help. This can include one-on-one sessions with a customer support representative, webinars, or in-person workshops.


Additional Tips for Improving Customer Support and Help Center Experience

Providing customers with easy access to help content and support options is crucial to improving their experience with your product or service. Consider the following strategies:

  • Move your knowledge base in-app so customers can easily access it while using your product.

  • Share short, practical tips from your knowledge base in your dashboard to highlight important information that customers might not otherwise discover.

  • Use a multichannel approach to customer support, allowing customers to communicate through various channels such as social media and live chat.

  • Ensure that your help content is easy to find and search for, and consider optimizing it for search engines.

  • Use a binary tone guide and a style guide to create a consistent voice for your help content.

  • Be mindful of when a customer may need to speak with a real person, rather than relying on self-service.

With the right customer support strategies, you can provide your customers with a robust and satisfying help center experience. If you're not sure where to start, consider partnering with Smoothen, a CX consulting company that can guide you through the process of implementing effective support strategies. By offering a variety of resources and support options, you can help your customers understand and use your product more effectively, ultimately improving their experience and satisfaction.

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