Regarding online help center, you need to think about following questions.
Creating a help center is what most companies are trying to do, and its importance to companies is obvious. Now, it may not be difficult for businesses to create a help center, but there are a few issues that need to be clearly considered in order to maximize its value.1. How to get users into habit of "going to help center if you have any questions"?
The goal of creating a help center is to help users solve problems better, which can not only make things easier for users, but also reduce work of customer support staff. However, if user doesn't think about using help center and still contacts support as soon as possible when a problem occurs, then creating this help center is not a big deal. So first we need to think about how to let users develop habit of "go to help center if you have a problem". Our general method is to direct clients. A. Initial Guide
B. Entry Location Changing an entrance might not be a good idea. If seller uses item for first time, if he remembers location of help center, and we direct them to enter help center to check, let them have a certain understanding of specific content of help center. The next time they encounter a problem, users will naturally , may try to find answers in help center. ——Help them build habit——Changing login may not encourage users to form habit.Second, how do you capture complementary relationship between help center and video training?
In order to emphasize role of help center and allow users to develop habit of "contact help center if there is a problem," online customer support and telephone customer service entrances are placed at back, rather than immediately calling when a user has a problem with phone;
In addition to main problems listed above, there are some other details that are also worth thinking about.1. Do you need a search box?
The answer must be yes.
Required. Why do we need popular questions? According to previous customer service orders and seller app reviews, sellers' problems are mainly focused on audit and cash withdrawal problems, which are very concentrated. Therefore, hot issues are identified separately so that sellers can quickly see that it can help them quickly locate. How many questions to show?
What is source of displayed content?
Having said so much, this is based on fact that company has set up their own help center, but if you haven't, don't panic, solution is here.Quickly create a help center
Recommend software that can help you quickly create a help center.Help Center Solutions Specialist
This is an online tool for editing documents and sharing content. It not only provides users with an easy-to-use knowledge sorting platform, but also provides a high-quality knowledge publishing platform. The content of document will be automatically converted to website using setup. URL links can be accessed, which is convenient for customers to browse web, help them understand product, and provide a convenient experience for users.