Are you looking to create a help center for your product but don’t know where to begin? Don’t worry, we have your back.
Let’s start by understanding what help content is and then dive into the steps to build one.
What is help content?
Help content is any type of content designed to provide clarity, guidance, and troubleshooting advice to customers. This content can include product documentation, how-to guides, instructional videos, and FAQs.
When building your help content, make sure it is comprehensive and user-friendly.
Include sections for:
✔ Frequently asked questions
✔ Troubleshooting guides
Also include customer feedback as it will allow your customers to provide valuable insights on their experience with your product.
Now, let’s begin with the steps to create a help content workflow for your product.
Steps to build Help Content Workflow
By following these 7 steps, you can set up a help center that can effectively serve your customers and address their needs. With the right setup, you can enhance customer experience and provide the best customer service and technical support.
Step 1: Understand your product and target audience
To effectively reach your target audience, it’s essential to have a thorough understanding of your product and who will benefit from it.
You can start by speaking to your product manager, developers, or anyone with a good understanding of the product.
Ask questions, gather insights, and get a complete overview of the product’s features and applications.
Once you have a good idea of your product, you can begin identifying your target audience.
Think about who will get the most out of your product, these are your target audience.
By taking the time to understand your product and target audience, you can ensure that your marketing efforts are effective and successful.
Step 2: Choose what to document
Take the time to put yourself in your audience’s shoes and think about the common issues they might face when using your product.
Make a list of these topics, they will be your ideas for help content.
To truly understand your customer’s needs, look at what they are frequently searching for and where they might need assistance.
You can even contact your customer support team to get further help.
Alternatively, you can do your own research by going through customer chats, Quora/Reddit conversations, and other online sources to see what kinds of problems customers are discussing.
If you need help generating questions, try our AI question generator which will write down questions for you.
Step 3: Create and organize your content
When creating your list, organize it into categories and sub-categories to make it easier for people to search.
With the list of topics in hand, you can start working on the content by answering each question.
To get started, take all the topics you’re covering and create titles using the problems people are facing.
Try to make the titles as clear and concise as possible.
Then, take each question and provide straightforward answers. Use simple language when doing so, and if you get stuck, use our AI Assist tool to help.
Remember that visuals are a great way to make your content easier to understand. Use images, videos, GIFs, screenshots and other visuals to simplify difficult concepts and product workflows.
Step 4: Find a SaaS tool to host your help center
You can pick an established knowledge base tool like Faqprime to easily get started.
Faqprime is the ultimate knowledge base tool for your business. With a few simple steps, you can go live with your content in just 5 minutes. It provides you with a pre-written knowledge base so you don’t have to start from scratch. Plus, it provides different built-in features like AI Assist, customizable components, template choices, and widgets for in-app messaging, live chat, pop-ups, and more. All of these features are designed to give your site the best-customized look and feel.
So why don’t you go and try it for free today and get your content live in no time.
Step 5: Make your help center discoverable
After putting in all the hard work and effort into building your help content, make sure it is discoverable.
Make sure your customers can easily find your help center by linking it in the main website’s header and footer. This is the most common place to link to a knowledge base and it’s sure to provide quick and easy access to your customers.
If your product is an app, you have even more options. You can either provide a link to your help center page or you can integrate our knowledge base tool to instantly provide help without needing to leave the application.
This will ensure that your customers have the customer support they need, whenever and wherever they need it.
Step 6: Setup analytics to measure the performance
Knowing your user’s behavior is essential for optimizing your content and improving the user experience.
By tracking how your users navigate through your content, you can gain valuable insights into how they interact with your site.
Google Analytics is a great tool for measuring the performance of your content, as well as analyzing the most searched terms and understanding what content your users prefer to read.
By using analytics, you can make targeted improvements to your content and ensure that your users have the best experience possible.
Step 7: Keep your help center updated
As your product evolves, so should your help content.
Keeping your knowledge base up-to-date with new features and relevant queries is essential for providing your users with the most informative and useful experience.
Additionally, bringing in analytics to gain insights into user behavior and feedback can help you improve your ranking. Make sure you’re always staying on top of your help content to provide the best user experience.
Though building help content is not an easy process, you can make it one with the help of a tool like Faqprime. Faqprime is a one-stop solution for all your content creation needs. It provides you with the tools and resources to quickly and easily create help content that is both informative and effective.
Try Faqprime today and make help content creation a breeze.