{"id":4926,"date":"2021-03-02T16:51:06","date_gmt":"2021-03-02T15:51:06","guid":{"rendered":"https:\/\/contactcenterlive.nl\/6-tips-for-building-a-thriving-help-center\/"},"modified":"2021-05-25T14:02:48","modified_gmt":"2021-05-25T13:02:48","slug":"6-tips-for-building-a-thriving-help-center","status":"publish","type":"post","link":"https:\/\/contactcenterlive.nl\/en\/6-tips-for-building-a-thriving-help-center\/","title":{"rendered":"6 Tips for building a thriving help center"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row row_height_percent=&#8221;0&#8243; override_padding=&#8221;yes&#8221; h_padding=&#8221;2&#8243; top_padding=&#8221;0&#8243; bottom_padding=&#8221;2&#8243; overlay_alpha=&#8221;50&#8243; gutter_size=&#8221;3&#8243; column_width_percent=&#8221;100&#8243; shift_y=&#8221;0&#8243; z_index=&#8221;0&#8243;][vc_column width=&#8221;1\/1&#8243;][vc_row_inner limit_content=&#8221;&#8221;][vc_column_inner column_width_percent=&#8221;100&#8243; gutter_size=&#8221;3&#8243; override_padding=&#8221;yes&#8221; column_padding=&#8221;3&#8243; style=&#8221;dark&#8221; back_color=&#8221;color-158164&#8243; back_image=&#8221;2627&#8243; back_repeat=&#8221;no-repeat&#8221; back_attachment=&#8221;scroll&#8221; back_position=&#8221;left center&#8221; kburns=&#8221;zoom&#8221; overlay_alpha=&#8221;50&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;-4&#8243; shift_y_down=&#8221;0&#8243; z_index=&#8221;0&#8243; medium_width=&#8221;0&#8243; mobile_width=&#8221;0&#8243; shadow=&#8221;std&#8221; width=&#8221;1\/1&#8243; back_size=&#8221;cover&#8221;][vc_column_text]<span style=\"font-weight: 400;\">Customers want to help themselves. They are more tech-savvy than ever, and like to use DIY methods to solve problems and answer their own questions.<\/span><a href=\"https:\/\/www.zendesk.com\/resources\/searching-for-self-service\/\"><span style=\"font-weight: 400;\"> In a recent survey<\/span><\/a><span style=\"font-weight: 400;\">, 67% of respondents said they prefer self-service rather than talking to representatives. As many as 91% said they will use the company&#8217;s online knowledge base to meet their customer service needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The goal of this article is simple: we want to help you build an all-in-one knowledge base, community, and customer portal. All of this can be done through the help center.<\/span><\/p>\n<h2><b>Why you need a Help Center right now!<\/b><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Increase customer satisfaction by providing better service and meeting the needs of customers who prefer self-service<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduce costs and increase efficiency by eliminating repetitive costs so agents can focus on more strategic tasks<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Grow your business community and build deeper connections between your company and customers<\/span><\/li>\n<\/ul>\n<h2><b>1. Planning: Start with goals<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Whether you are just thinking about starting a help center or just want to improve your own functions, the first and most important step is to define what you want to achieve. Is your goal to reduce the number of support tickets submitted to employees? Or is it just to build relationships and interactions between customers and employees? These are ideas to consider, but it is important to determine the goals that suit your business and strive to reach consensus among key stakeholders.<\/span><\/p>\n<h2><b>2. Measure for improvement<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It\u2019s important to measure the performance of your help center from day one. Track things like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Community analytics stats<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Resolution times<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Percentage of issues resolved by staff vs. those solved via the Help Center<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It will help you understand whether the help center is effective and what needs to be improved.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is also very important to track the type of content that customers are using. Knowing this will help you identify content that requires more content, such as specific topics or answers to frequently asked questions.<\/span><\/p>\n<h2><b>3. Mobile is not an &#8220;option&#8221;<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">It is important to provide a seamless experience so that whether your customers access your help center through a laptop, tablet or mobile phone, your customers can get the same level of service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As pointed out by <\/span><a href=\"https:\/\/www.zendesk.com\/blog\/customer-service-data-q2-2013\/\"><span style=\"font-weight: 400;\">Zendesk Benchmark<\/span><\/a><span style=\"font-weight: 400;\">, the rise of mobile consumers is obvious. Everyone has heard that with the rise of smartphones and tablets, consumers are turning to mobile devices. These trends are evident in consumer preferences for interacting with brands through forums and help centers.<\/span><\/p>\n<h2><b>4. Employee participation and moderation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Self-service does not mean building a site and not participating in it. Your employees should play an active role. It shows that you are listening and caring about <\/span><a href=\"https:\/\/www.zendesk.com\/resources\/customer-feedback-hear-voice-customer\/\"><span style=\"font-weight: 400;\">customer behavior and feedback.<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">And by employees, we don&#8217;t just mean your customer service team, we mean everyone:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Marketing:<\/b><span style=\"font-weight: 400;\"> understand how customers interact and help build this relationship. The help center is also a good way to find and familiarize yourself with customer promoters.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Product and support:<\/b><span style=\"font-weight: 400;\"> help answer questions and reply to comments. These departments can learn from the community together and use it to speed up the feedback cycle. They can also use this opportunity to listen to customers&#8217; ideas and gather feedback.<\/span><\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sales:<\/b><span style=\"font-weight: 400;\"> staying active in the help center can connect your sales (the first line of business) with customers. In addition, the help center provides you with excellent insights into the ongoing sales cycle.<\/span><\/li>\n<\/ul>\n<h2><b>5. Focus on the user experience<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">User experience is very important. You may be doing everything right when it comes to attracting people to your website, but if you don\u2019t provide a great experience, they won\u2019t stay for a long time and won\u2019t come back.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Easy navigation of the most important things is very important. For example, search is an important function that customers are looking for. Make sure it is easy to find and use. Ask yourself: <\/span><i><span style=\"font-weight: 400;\">Can I provide and promote the most important products for customers?<\/span><\/i> <i><span style=\"font-weight: 400;\">Can I organize all my content effectively?<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">It is also important to create something that is visually appealing-to provide customers with a place where they want to spend their time. Consider adding rich media options. Many customers are beginning to expect content such as videos, webinars and pictures as well as text. Find expertise in your network or design team to get best practices, and then test, test, test! Your help center is always in development, so please check which ones are valid and which ones are not, and adjust accordingly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the best ways to seek customer feedback is to ask for it: <\/span><i><span style=\"font-weight: 400;\">did they find what they wanted?<\/span><\/i> <i><span style=\"font-weight: 400;\">Do they have suggestions for improvement?<\/span><\/i><span style=\"font-weight: 400;\"> A short survey can help you take great steps to create an engaging user experience.<\/span><\/p>\n<h2><b>6. Put on your marketing hat!<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If no one uses the help center, what use will it do? Once the technology is selected, the goals are set, and the site is established, you need to attract users there. Through this step, it is important to get your marketing team involved, or at least to start thinking like a marketer. How will you invite and attract visitors? How will you promote the website and even certain aspects of the website? And, is there a way to use the community to help support other marketing programs?<\/span><\/p>\n<p>Source: <a href=\"https:\/\/www.zendesk.com\/about\/\">Zendesk<\/a>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey, 67% of respondents said they prefer self-service over speaking with a representative. And a whopping 91% said they would use a company\u2019s online knowledge base to meet their customer service needs.<\/p>\n","protected":false},"author":4,"featured_media":4509,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[50],"tags":[],"class_list":["post-4926","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-zendesk-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>6 Tips for building a thriving help center - Contact Center Live<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/contactcenterlive.nl\/en\/6-tips-for-building-a-thriving-help-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"6 Tips for building a thriving help center - Contact Center Live\" \/>\n<meta property=\"og:description\" content=\"Customers want to help themselves. 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