Help centre
Help customers help themselves.
Articles, search and an assistant that can do more than return documents — because "I was charged twice" is not a question a knowledge base can answer, and pretending otherwise is why customers give up on help centres.
The best article is not always the answer
Some questions are about the customer's own account. The help centre should recognise those and offer to check, rather than returning three articles about billing in general.
Written from real questions
Articles come from what customers actually ask, counted. Writing a help centre from what the team assumes people need is how you end up with forty articles and the same inbox.
It hands over cleanly
When self-service is not enough, becoming a case should carry everything the customer already typed. Starting again is the most common reason people stop trying.
In this area
5 pages under Help centre.
Each one is its own surface in the product, and each one is here because it does something the others do not.
Search
Finding the answer, including when the answer is not an article.
ReadAssistant answers
Answers drawn only from approved knowledge.
ReadTopics
A structure customers can browse, not an alphabetical list.
ReadFewer cases, honestly
Measuring self-service without pretending every avoided case is a win.
ReadWriting articles
Turning a resolved case into an article, while it is still fresh.
ReadThe rest of Resolivo
This is one part of one loop.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]