You need to think about the following questions about the online help center

Setting up a help center is what most enterprises are trying to do , Its importance is self-evident for enterprises . Now for enterprises , It may not be difficult to set up a help center , But about the help center , There are a few questions to consider , To maximize its value .

One 、 How to make users develop “ There is a problem , Go to the help center ” habit ？

The purpose of creating a help center is to help users better solve problems , In this way, it is convenient for users , It also reduces the work of customer service personnel . But if the user doesn't want to use the help center , When you encounter problems, you still ask the customer service at the first time , Then the creation of this help center is of little significance . therefore , First of all, we need to think about how to make users develop “ There is a problem , Go to the help center ” habit .

Our general method is

Guide customers

.

A、 Initial boot

• First entry , Smectite

• my - Help center , Little red dot , You must click once , Will disappear

B、 Entrance location

It may not be very good to change the entrance , If the merchant remembers the location of the help center when using the product for the first time , And we guide them into the help center to check , Let them have a certain understanding of the specific contents of the help center , Next time I have a problem , Users may naturally try to find answers in the help center .—— Help them develop habits —— Changes in the portal may not help users form such a habit .

Two 、 How to reflect the complementary relationship between the help center and video teaching ？

• Video teaching and help center have different positioning ： If the merchant encounters problems, go to the help center ; Merchants want to systematically improve their abilities in some aspects , For example, good relations with users and so on , Go to video teaching ;

• Early help center and video teaching are put together , Late separation ;

• Different positioning results in different usage scenarios , There should be different guides ;

3、 ... and 、 Help center and customer service 、 How to reflect the relationship between operations ？

To highlight the role of the help center , At the same time, let users develop “ There is a problem , Go to the help center ” The habit of , The entrances of online customer service and telephone customer service are put back , It is no longer the user who has a problem , Call right away ;

• If you have online customer service , Online customer service is on the outside , Level with the help center . Telephone customer service is placed in online customer service .

• Help center each answer detail page , Button to provide online customer service , Enter the online customer service page .

In addition to the above big problems , There are also some details worth considering .

One 、 Do I need a search box ？

The answer must be yes .

• At present, there are many problems involved in the business side , There are about 200 multiple ;58 home APP（ User side ） Only 30 Many questions ;

• At present, there are many details about the problems on the merchant side , If you simply look for it layer by layer , May be biased ;

Two 、 Do popular questions need to be set ？

Needed .

So why do you need hot questions ？

According to the previous customer service work order and the merchant side APP Feedback on , The concerns of merchants mainly focus on audit and cash withdrawal , It has a strong concentration , So pull out the hot issues separately , Let the merchant come in and see , It can help them locate quickly .

Show me a few questions ？

• No less than four , No more than eight ;

• Consider page space ; Consider whether the specific answer to the question can cover ;

The content source of the exhibition ？

• Previous month , Arranged by operations and products ;

• Back , According to the specific data of the help center （ Reading volume ）, Live show ;

Said so much , Based on the fact that the enterprise has created its own Help Center , But if not , Don't panic. , Here's the solution .

Quickly set up a Help Center

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Baklib Help Center Solution Specialist

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