Discovering a problem
The company I currently work for has 50+ payment products but only a handful of product manuals for users, and no place within the applications to find helpful answers for common questions or troubleshooting tips. The company also didn't have any online site where customers could search the name of their payment integration and find related informative articles and how-to videos.
Pushing for a solution
I spearheaded the creation of a help center for existing users with the help of a technical writer, developers, and members of customer support. We pitched the idea to our founder, emphasizing the significant benefits it would bring for users. After approval, we researched help center platforms, such as Zendesk, but landed on WordPress since it met more of our requirements for SSO. We wanted users who are logged into our payment platforms to be able to access the help center from inside our products, and not be required to log in again for smoother experiences.
Designing a site
We decided to include:
- Searchable product documentation with videos/gifs for key workflows
- Release notes since currently no centralized place exists for documenting new product enhancements
- General FAQs on the homepage
- FAQs for each product
The outcome
What resulted was a beautiful platform that has drastically decreased "easy fix" support calls and improved user experiences. The help center is now shown at the end of every new user training.
With this new site, we:
With this new site, we:
- Reduced the need to call Support for minor issues, allowing customers to find answers quickly and at their own convenience
- Reduced burden on the Support department for simple calls, allowing them to dedicate more time to complex issues and onboarding new users
- Created additional internal training material for new employees who need to learn our products