Help centre
Organised the way customers think.
Billing, getting started, account, troubleshooting. Grouped by the situation the customer is in rather than by your internal product structure, which is a distinction most help centres get wrong.
Ordered by demand
The topics generating the most contact go first, and the ordering updates as demand changes rather than reflecting what mattered at launch.
Named in customer words
"I was charged twice" rather than "Billing discrepancies". The words customers use are recorded from real messages, so the labels come from evidence.
Empty topics are a signal
A topic generating cases with no articles behind it appears on the knowledge gap list. A navigation structure with nothing in it is worse than one section fewer.
Help centre
The rest of this area.
Self-service that knows when to stop being self-service.
Search
Finding the answer, including when the answer is not an article.
Assistant answers
Answers drawn only from approved knowledge.
Fewer cases, honestly
Measuring self-service without pretending every avoided case is a win.
Writing articles
Turning a resolved case into an article, while it is still fresh.
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.
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