Set up an online help center to easily help customers solve problems

In daily study , When we open a product , You can always see  

"  Help center  "

  This one , But we often choose to ignore or not really use it to meet our own needs .

So in the end  "  Help center  "  What's the use of , The enterprise needs to invest the cost to build it ？ This is the problem to be discussed in this paper .

One 、 Customer service VS Help center

The development of the enterprise , It's a double race , You need to hold hands with your customers , Move forward with each other .

therefore , Product designer , Design to be done well , What's more, we have to make designs that are used by people , Improve the depth of use of products , The setting of the help center can deeply learn about the product without being disturbed , While providing users with autonomous learning methods , Optimize the user experience .

A lot of products  "  From getting started to using and understanding deeply  "  The cost can be said to be very high , For certain  SaaS  This is especially true for products . So in the process of using the product , We often see the product instructions at the service provider .

So let's talk about it

The advantages of help center compared with customer service

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1.  Customer service

You must be familiar with customer service , Almost every company has jobs . in my opinion , In a narrow sense, customer service refers to passively solving customer problems , For example, telephone 、 On-line 、 The repair order 、 Forum, etc ; Customer service in a broad sense refers to the whole after-sales module , Whether passive or active , All services after the customer pays are called customer service .

Just because the customer service center is closest to the consumer , The deepest target market , Therefore, the customer service center is the entry point for enterprises to study the market , It is also the point that needs to be optimized most to develop sales and improve brand services .

According to the survey , Many customer service employees spend a lot of time answering repeated questions every day , Did not create more value , At the same time, it also brings unnecessary labor costs to enterprises .

2.  Help center

Help center refers to the network platform or terminal established by users through enterprises or third parties , Implement related custom processing .

Many enterprises now think that help centers are useless , I don't think there will be any users to see the help document , Generally, they ask customer service directly .

But with the development of social networks and software , The way of using the daily telephone is very important for the user , It is no longer suitable to continue to serve as a communication channel for customer service .

Just as young people often say nowadays ,"  If you can type, don't speak , Don't call if you can speak  ", For customer service, this kind of communication object that may not need any intersection in the future , Young people often feel no need , I don't want to communicate by telephone .

meanwhile 《2020  Chinese enterprises in  SaaS  Industry Research Report 》 And that proves it ,

73%  Of the young people are more willing to help solve the problems they encounter , Don't like to call directly

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In fact, with the development of society , Help center  +  The intelligent customer service mode will certainly replace the manual customer service , This is because the development of informatization and digitalization forces enterprises to upgrade , The management of many businesses will tend to be standardized 、 Normalization , And standardization 、 Standardization is the premise for intelligence to replace labor .

For today's intelligent customer service , How to standardize the content is the most difficult part , And in this respect , Help center or  FAQ  Documentation is well done .

therefore , I believe the near future will be

Intelligent algorithms enable efficient retrieval  +  The help center regulates the content of frequently asked questions

, A customer service system that combines the two .

Two 、 Look at the help center from the perspective of users

With the advent of experience economy , The user experience has been elevated to a new level , What is the user experience ？ The popular point is  "  Good user experience design is centered on user goals , The design makes them feel really fragrant 、 Also want to use the feeling ."

How does a simple help center take on the task of improving the user experience on weekdays ？ What kind of help center is the one with good user experience ？

1.  How the help center improves the user experience ？

First , First answer the first question for everyone , How the help center improves the user experience ？

（1） Save time for users

Easy to use products , Users can find its value more easily . We must always understand that users' learning time is limited , If your product is not just needed , Not many people are willing to spend a lot of time studying , A well-designed online help center can help users in the process of using the product , Simplify user learning time , Help users get started quickly .

（2） Anytime, anywhere , Easy and convenient

Online help documentation  /  Guide for users to understand the products of the enterprise  /  Service brings great convenience , Because users can easily access it from almost anywhere . Unlike printed user guides and manuals , Online manuals can be accessed via mobile devices such as smartphones and tablets .

（3） picture  +  video , Intuitive and easy to understand

Most of the time , It is easier to remember what you see than to read . This is because the brain processes visual effects faster than word processing  60,000  times . therefore , Sometimes you just need a picture to tell users how to solve the problem or use the product correctly , The help center can be a small warehouse for such pictures and videos .

That's the first question , Then let's talk about the second question .

2.  What is a good help center ？

One 、 Find out what users really care about

The core of the help center is to pass the problems that users may encounter in the use of the product through text 、 picture 、 The video content is output to the user , Help them understand the product more easily than . So before construction, we have to find out what users really want to know .

Two 、 Better let users find problems

From the user's point of view , When users have doubts , He may know the key words of doubt in his heart （ Such as registration ）, You may not know what the key words are , This is the initial psychological activity of the user . therefore

The most important thing on the home page of the help center must be the search box （ Know the key words ） And problem classification （ Don't know key words ）

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3、 ... and 、 Make the help center easier to read

The help center can only play a real role after being easily read by users , First, we have to provide an obvious entrance to the help center in the product interface , So that users can easily find . We must pursue minimalism in interface design and don't be flashy . The construction of content must ensure that all Xiaobai can see , Don't use a bunch of technical terms to show the specialty , picture 、 written words 、 The video screen shall be matched with appropriate proportion . It's best to set up a title navigation in the article , This is really important, especially in a long article , It's not really easy for this person to go crazy .

Four 、 Make the application scenario of help center wider

Now the number of mobile end users is gradually increasing , As a product, we must take this scenario into account , The help center has to maintain high-quality adaptability and usability in mobile devices . At the same time, we should also ensure that things like wechat 、 Nailing can achieve a good sharing effect in such high-frequency chat scenes , This can also facilitate customer service, better serve and maintain old users .

The help center is used as a high-frequency scenario , The product side can update the latest functions in time, which can help the product operation and promotion 、 preheating .

3、 ... and 、 How to make a high-quality product help center page

Want to build a useful product online Help Center , In addition to the production method, it also needs easy-to-use tools, both of which are indispensable .

Common help centers are static HTML Page building , This will result in a single fixed number of operators （ Technical personnel ）、 Operation modification is difficult 、 Maintenance costs are high ... Choosing a professional help center to make tools can be easier 、 Effortless effect 、 A lower cost .

Baklib A professional help center makes tools

Good tools make the production of the help center get twice the result with half the effort , It solves the problem of high cost of update and maintenance in the production of traditional help center , Out of sync with product updates , It is easy to cause problems such as lag for a long time .Baklib It is a professional help center and knowledge base satisfaction tool , Help enterprises easily create online help centers 、Guide、FAQ、API file 、 Product manual ... Realize the internal knowledge coordination and external brand publicity of the enterprise .

Create a dedicated help center page for enterprises in ten minutes , What you see is what you get , Edit and publish at any time , Clearly explain your product , Better serve your users .

Last

According to research, more than 50% Internet users of , Prefer to use the self-service support in the website to solve the problems in the use of products .  The online help center is a rich knowledge base , It can guide the potential customers of the enterprise , Even internal staff . This not only improves the user experience , It is to establish a professional brand image , Dispel users' consumption concerns .

therefore , Building a help center is something that enterprises should pay attention to . I hope today's sharing can help you .