Your Help Center is the first line of support for your customers. They can:
- Search for answers in your self-service content
- Chat with your support team via Messenger
- Start and monitor their conversations with your support team
- Update their user profiles from the Help Center
Anyone that contributes to your self-service content will also be spending a lot of time in the Help Center. The content editing tools are built right in, so if you come across an article that needs a change, you can open it for editing, on the spot. You'll also be able to customize the look and feel of the Help Center. Whether you just want to add your own logo and color scheme or dig into the templates to overhaul the way the Help Center is displayed, you'll find all those options here.
In this article, we'll highlight some of the key features of the Help Center and link off to other areas of the user guide, so you can get started using them.
Getting Started with Help Center Features
Your Help Center is the first stop for your customers when they have a question. Any visitor to the Help Center can search your self-service content or start a conversation with your team. Once they sign in to the Help Center they can also track and update their open conversations, make changes to their user profiles, and comment on articles. By default, the Help Center is located at http://yourcompany.kayako.com, but you can customize the location by defining a custom domain in your Help Center's brand.
Wherever it lives, though, the Help Center really has three main sections you'll be concerned with:
User menu — In addition to the search bar and Messenger, the user menu is where most of your customers' options live.
Any visitor to the Help Center, logged in or not, can click the Start a conversation link, fill out the form, and start talking to your support team. Once a user is logged in, they'll also be able to see and respond to any open conversations they have, as well as update their profile from this menu.
Learn more in our user guide article about user accounts.
Self-service content — Your self-service content lives below the search bar, and your team will be editing and organizing your content directly from the Help Center interface.
You can add and delete categories, sections, and articles. You can edit existing articles, as well as moving them to new categories and sections. You can also moderate and reply to customer comments on individual articles.
- Customization tools — To deliver a seamlessly branded experience to your customers, you have full control over the look and feel of your Help Center, thanks to the customization panel.
You can start with just a logo and a custom font or color scheme, or you can dig into the page templates themselves. From there you can customize every detail of how your Help Center appears to your customers. Check out the attached video for a short demo of customization tools.
Learn more in our article about customizing the appearance of your Help Center.