While a help desk provides proactive customer support, a help center is typically a website where customers can help themselves to answers to their questions and solutions to their problems. It’s a well-organized presentation of your knowledge base, easily searchable and containing FAQs, articles, and instructions of digestible length.
Why Do Help Centers Matter in Customer Service?
Customers today are increasingly tech-savvy, and they desire to help themselves whenever possible. While dynamic and hands-on customer service is critical to customer experience, so is the ability to get answers to questions quickly. When customers can help themselves to these answers, it’s ideal. And since many customer service inquiries are routine and repetitive, these are typically the issues that can be handled via a help center, allowing the customer to seek answers independently.
High-quality help center software can provide a platform for you to give your customers a faster, sharper, sleeker self-service experience on your website and mobile app. Enabling your customers to self-serve with a help center doesn’t just expedite their experience. It also maximizes ticket deflection and ultimately drives down your support costs.
The first step to having a usable and useful help center is to establish a strong, robust knowledge base you can point customers to. From this platform, customers can answer a lot of their own questions. When they can’t, bots come into play.
Why Mobile Help Centers Are Important
Today’s customer is highly mobile, apt to need quick answers on a smartphone or tablet, and expecting they’ll be able to get them quickly. That’s why customer service today must be mobile. Help centers have to be optimized for mobile view and UX on any device.
How Helpshift Supports Help Centers
Some customer issues will always require human assistance, so the ideal self-serve software is integrated with your live support options so that the customer’s experience is seamless. With Helpshift, customers who begin their journey using your help center may then launch a conversation with a chatbot and transition to a conversation with a real human — all in a seamless way so that the customer does not experience any jarring transitions, hold times, or the pain point of having to start again with a new agent.
Helpshift has found that brands that combine self-service tools like help centers and incorporate automated workflows powered by bots perform better than their industry peers. (View all the benchmarks in our Digital Customer Service Benchmark Report).