Exploring Userpilot’s Resource Center Editor: A Walkthrough

Exploring Userpilot’s Resource Center Editor: A Walkthrough cover

A basic support offering won’t impress your demanding users very much. Luckily, Userpilot’s resource center editor gives you full control and lots of fantastic options to choose from.

In this article, we’re going to examine Userpilot’s resource center editor in depth.

We’ll explore how it can help you manage, control, and ultimately improve the resources you’re offering each and every user.

TL;DR

  • A resource center is a dedicated place created in your app that provides users access to a centralized repository of useful information and resources.
  • Userpilot’s resource center editor is a tool enabling you to customize your resource center, giving you the ability to edit and change various aspects (everything from the icon, to the default language, to which modules are added and displayed, and more).
  • Here’s how to use it to drastically change and improve your support offering.
  • Start with set-up – get a resource center added via the engagement layer. Next, add a module: this is where you start populating the page with content.
  • There are many types of modules to choose from: videos, guides, walkthroughs, a checklist, surveys, and more. Remember, you don’t need to stick with the default settings.
  • Once you’ve added a selection of modules, you can group information together thematically to ensure they’re displayed in a user-friendly way. When you’ve published your resource center, make sure it’s easily searchable so users can find the page they are looking for.
  • You could add an external chatbot for an engaging way for users to interact with your resource center.
  • Localization – displaying information in a user’s native language – is another great option.
  • Make sure you’re launching the resource center when it’s contextually relevant – for example, just after a specific user segment has made a change and is looking for help.
  • Finally, analytics can help you understand how your resource center is performing, which of the content you’ve published is working, and what needs to change. There are many metrics to explore.
  • Userpilot has hundreds of positive reviews: it’s a powerful platform available at a range of viable price entry points. Resource centers are available on both the Growth and Enterprise plans.

What is Userpilot’s resource center editor?

A SaaS resource center is a dedicated place within your app that provides users access to a centralized repository of useful information and resources.

This information might include product documentation, tutorials, FAQs, and other types of helpful content. Typically, a resource center is considered a scalable, cost-effective way of providing support to your users.

A resource center editor – put simply – is a tool enabling you to customize your resource center. Userpilot has an extremely impressive resource center offering:

  • It’s completely no-code, meaning you don’t need to be a tech whizz to quickly build, edit and display something impressive.
  • You can easily customize and edit every element so it syncs with your brand image (i.e. how a particular page is displayed or when it launches).
  • You don’t need to rely on one type of content: you can add multiple resources (i.e. videos to save customer time, interactive walkthroughs, FAQs).
Screenshot of Userpilot resource center
Here’s an example of a resource center built with Userpilot.

How to use Userpilot’s resource center editor for providing on-demand support?

Next up, we’re going to learn more about some specific tactics you can deploy to increase the efficacy of support in your product.

Setting up your resource center

“The hardest thing about getting started is getting started.

Your resource center can’t help anyone when it’s just an idea. Before you can start optimizing resources and looking at which elements to switch out, you need to have a base to build from.

To get going, log in to Userpilot, navigate to the engagement layer, and then onto the resource center.

Screenshot of Userpilot resource center
It’s easy to build a resource center with Userpilot.

Next, click on the ‘Setup’ button to create your resource center.

Screenshot of Userpilot resource center
Launch your resource center with the click of a button.

Adding a module in the resource center

Here’s where you start populating your resource center (or knowledge base) with content. You have lots to choose from!

  • Video: A proven example of content that’ll boost engagement, you can embed a video module in your resource center.
  • Survey: Find out how your users feel directly by launching contextually relevant surveys.
  • User flows: Launch user flows that trigger exactly when your users are ready to be taken on a specific journey (i.e. if you want them to use a feature and get activated).
  • Custom javascript: If you want an interactive element like a chatbot, you have the option to include a module for a snippet of custom JS.
  • Interactive checklist: Rather than reading through yet another article, an interactive checklist module will motivate users. Using a checklist helps keep them focused.

To add a module, just click on the ‘Add content’ button.

Screenshot of adding content in Userpilot
Pick the right content for the job.

Next, select the type of content you want to include in that module.

Screenshot of adding a module in Userpilot
Select the module you’re after – Userpilot offers you lots of choices.

Imagine clicking on ‘surveys’ as an example. From there, you can easily edit the survey element’s icon, title, description, and more.

Screenshot of adding a survey in Userpilot
You can edit different elements to iterate your way toward the best design for your resource center.

Make sure it’s contextually relevant: select triggering and audience settings.

Screenshot of audience settings
Segmentation is a powerful tool: don’t take it for granted.

Grouping content inside modules

You can’t just add one module on top of the other: an endless scroll isn’t a fun way to navigate anyone’s app. You need to think about how to organize information properly (and how that’ll impact the way your content displays).

The more organized your pages are into clear categories, the more effective your resource center.

To get started, select ‘Add content’, then ‘Create a group’. Simply select every module you’d like added to a group.

Screenshot of Userpilot resouce center group
Organize your modules with groups in Userpilot.

Remember you don’t need to stick with the default icon or name.

Screenshot of Userpilot resource center customization
Choose from a host of customization options.

Enabling the search functionality

Make it easy for users to find the page or contents they’re after with powerful, SEO-optimized search functionality. Select ‘enable’ to get started and refine which domain you’re using from there.

Screenshot of search functionality
Userpilot has in-built search functionality.

Integrating your URL knowledge base

You don’t need to start from scratch.

You can integrate an existing knowledge base simply by adding a URL. Remember you can edit a host of functionality (icon, name, audience, etc).

Userpilot screenshot
Just click on the ‘link’ module.

Remember to include search functionality wherever you display information in your app.

Screenshot of Userpilot resource center
Dive into the settings for more customization.

Adding a chatbot to the resource center

To integrate a chatbot, simply embed the JS code block in the ‘Custom JS’ module (underneath the ‘Content’ option in the Resource Center).

Screenshot of custom JS module
Once you’ve added a module, you can just click to open and start engaging with your chatbot – a different proposition to a traditional knowledge base.

Localizing the resources

Localization helps convey information to users in a language they feel comfortable with (i.e. enabling them to read a help article in a native language).

You need to start by making sure a locale has been added: just hit the button and you’ll land on a page like this.

Screenshot of Usepilot resource center
Leverage localization with Userpilot.

Once that’s done, simply navigate to the ‘Localization’ tab on the display and click on auto-translate.

Screenshot of Userpilot localization
Auto-translation is simple to deploy once you’ve set up a locale.

You can also manually tweak the translation settings for greater control.

Screenshot of Userpilot localization settings
Get into more granular detail to tweak your localization settings.

Triggering the resource center contextually with segmentation

With Userpilot, you can choose how you want to trigger the resource center in your app: you could go for a beacon, a button, or through a manual click.

Screenshot of Userpilot resource center
Choose how you launch your in-app support.

Contextual triggering is all about sharing the right information at the right time in your app. That means when it’s relevant and helpful, and ultimately helps your users perform their key tasks.

Screenshot of Userpilot segmentation
You can segment down to the level of whether individual modules display.

You can choose whether you want to show your resource center to all users, display it to specific segments, or only display it when a specific case or condition occurs.

Testing the editor before it is published

You only learn through gathering data. So, check and test an element before it’s published. To start, click on ‘only me’ on the audience settings of the module you want to test.

Screenshot of Userpilot testing
Test with the ‘only me’ setting before pushing to a wider audience.

Once you’ve reviewed the module (and made any tweaks to how info is displayed in your resource center), you can push it live to make sure it’s published to a wider audience.

Screenshot of resource center triggering
See at a glance which content is available to which segment of the target audience with Userpilot.

Tracking the resource center’s performance

Ultimately, your resource center is only as effective as the data tells you. Track how it’s performing with the analytics dashboard.

You can check and analyze a range of data:

  • Active users: How many monthly or daily active users are accessing your resource center for help?
  • Unique opens: This tells you the number of individual times a resource center has been opened (i.e. rather than it being skewed by one over-active user).
  • Module clicks: How many times is a user choosing to select a given module?
  • Module effectiveness: Is a module helping your user solve their problems?
  • Click rate: What is the ratio of users clicking through on a specific link or module compared to the overall page views?
  • Time period: How long are users spending in your resource center (a useful proxy for how useful it is)?
Screenshot of Userpilot analytics dashboard
Data is power. Use analytics to help make better decisions.

What do users say about Userpilot’s resource center software?

Userpilot has over 200 – overwhelmingly positive – reviews on G2.

Here’s a snapshot:

“We have our own resource center that we can use to keep guides, webinar registrations, and a link to more support. Userpilot cuts calls, tickets, and live chats down – possibly enough to cover its cost in brute manpower. We can post slideouts/modals to update our clients if there’s a holiday and we’re out of office. We put helpful hotspots here and there on our site around trickier features as well. Support is almost always very quick and helpful – much better than the average SaaS I would say.”Brandon M

Screenshot of Userpilot review

“With Userpilot it is possible to make the customer experience more intuitive and personalized, through Flows, spotlights, checklists and resource center. It is a great advantage over the competition because the customer has a self-guided experience and we have more scalability.”
Tais C.

Screenshot of Userpilot review

There are many users who’d recommend Userpilot: that kind of social proof is key.

How much does Userpilot cost?

Userpilot’s pricing is flexible – scaling with user volumes – but there are three main tiers on offer:

  • Traction is an entry-level plan starting at $249/mo for 2,500 MAUs. Unlike some competitors, even this starting plan will give you access to the majority of the core features described above.
  • The Growth and Enterprise plan have bespoke pricing and offers an even greater array of functionality. The resource center functionality is available in Growth and Enterprise plans.
Screenshot of Userpilot pricing plan
You’ve got several pricing tiers to select from.

Conclusion

That wraps up our quick guide to Userpilot’s resource center editor.

You should now have a firm grasp of what a resource center does, how it can help your users tackle their problems once it’s published, and the benefits of being able to change elements of it.

Want to build product experiences code-free? Book a demo call with our team and get started! Check out the banner below for details.

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