A help center is a self-service support system that provides assistance to users. Help centers can be found inside one’s app and include how-to articles, frequently asked questions, video tutorials, and more.
The primary purpose of a help center is to provide users with on-demand support in an effort to create a positive customer experience.
Why is Help Center important?
For any SaaS product, creating a seamless customer experience is a top priority. However, the latter cannot be achieved without a robust help center in place. Help centers provide many benefits than you may realize, some of these are:
- Reduces customer support workload and costs: With helpful resources available for common issues, users wouldn’t feel the need to contact the customer support team for assistance. This enables the CS team to focus on greater issues requiring their attention. Help centers are also available 24/7 whereas to provide traditional support over chat/call, you’d need to hire many more employees. Hence, help centers reduce customer support costs as well.
- Improves customer satisfaction: Help centers provide quick answers to any questions users may have. This reduces the frustration of finding answers elsewhere and waiting to connect with a live agent – ultimately, increasing customer satisfaction.
- Lowers customer churn: When customers are satisfied and continue receiving value from your product, it’s unlikely they will unsubscribe from your SaaS.
- Provides valuable insights: By analyzing help center data, companies can identify trends that can help them improve their product or customer experience.
Do you need tools for Help Center?
When looking to create effective help centers, a solid platform is a must. Choosing the right tool for the job is pivotal for providing customer education as early and seamlessly as possible.
Surely your skilled development team can create one from scratch but is the effort worth the return? There is an opportunity cost to your developers’ time – would you prefer they spend their time improving the product and adding new features or rather creating a knowledge base?
A help center software enables even your least technical colleagues to easily create and maintain a knowledge base. No running after developers to help you with any technicalities!
Apart from this, help center tools usually host several advanced features, like analytics. These features are important when looking to create a positive customer experience and keep support tickets at a minimum.
The best part is that modern help center tools like Userpilot offer brand customizations (colors, icons, fonts, etc.) so that they look native-like and brand-centric.
What are the best tools for Help Center?
There are many tools available to help you create effective help centers. We’ve curated a list of the leading tools – choose one that best supports your feature requirements, business needs, and budget.
What are the must have features of Help Center tools?
Not all tools are built the same – some offer better value for money and peace of mind. Before you invest in a help center tool, ensure it has the following necessary features:
- Easy navigation and UI: The tool shouldn’t have a steep learning curve. It should have a clear and organized layout that is easy to navigate and use.
- Search functionality: This is the highlight feature of a help center that enables users to search articles and tutorials related to an issue they may be facing.
- Comprehensive content: Your choice of tool must allow you to host a number of resources, including articles, video tutorials, how-to guides, etc.
- Live chat: For novel cases or additional assistance, users might resort to communicating with a live customer support agent. Ensure the tool you select either has its own live chat feature or offers chatbot integrations.
- Analytics: A robust tool should show you how users navigate your help center, which articles they search for the most, and where improvements can be made to the product and customer experience.
- Localization: To be truly resourceful, you can’t depend on a single language for your entire audience. Select a software that provides multi-language support so users can choose the language they’re most comfortable with.
- Brand customizations: To give a native-like look, the right tool must offer brand-level customizations like brand colors, themes, logo, and style.