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Customer Success

Help Centers

Compiling a help center or knowledge base involves organizing information into an accessible resource. It requires data synthesis, issue identification, and clear communication. This skill enables self-service support, reduces inquiries, and fosters knowledge sharing for enhanced user satisfaction.
Help Centers is part of our Customer Success Career Leveling Framework. Explore next steps in your career from this industry-standard model.

  1. Curated Learning Resources

    • MedCrypt logo
      Create your help center content strategy

      Courtney Jordan, Lead Product Designer / UX Architect & Strategist, MedCrypt

      Organizing and optimizing your help center content is crucial but often overlooked. First, review your content and organize it into logical categories instead of broad "Other" sections. Identify topics that lack a home and group them contextually. Add a community forum for User Engagement. Track your top search terms and suggestions to improve your content. Create a documentation request template to ensure you have all needed details. Optimize your documentation workflow and self-service score to boost efficiency. Finally, let customers know about new and improved content to increase engagement. Proper content strategy can transform your help center from an afterthought to an asset.
    • SurveyMonkey logo
      4 Tips for Help Center Teams Looking to Take on UX Writing

      Lizzie Burns, Content Strategist, SurveyMonkey

      The Help Center team at SurveyMonkey wanted to expand into UX Writing. There were four steps they took to smoothly transition into this new role: 1) They connected their content strategy to the product's UX 2) They built strong relationships with other teams 3) They documented clear content workflows with other teams 4) They made room for the right opportunities by optimizing their existing work. Taking on UX Writing has enabled them to provide more value by ensuring consistency across product copy and helping customers before they need help. UX Writing has also created new career paths within the team and made managing help updates easier.
    • Intercom logo
      Enhance Your Answers – How to Handle Frequently Asked Questions

      Eric Fitzgerald, Customer Support, Intercom

      Eric explains how companies should compile a comprehensive FAQ page to provide answers to commonly asked questions, creating a first port of call for customers. • FAQ pages are important sections of a website that educate potential customers and provide support. • While FAQ pages are useful, customers prefer fast, accurate answers, so companies need bots and automation to provide on-demand answers. • Macros allow support teams to craft ready-made answers that can be inserted into replies with a click, saving time and providing consistency. • Resolution bots can automatically resolve simple, frequent queries, speeding up response times. • Automated solutions can cut down the response time for frequently asked questions, reducing the burden on support teams. • Support teams prefer to handle more complex problems rather than basic, repetitive questions. Providing human support for challenging queries stimulates support teams and encourages creative problem solving.