A Help Center is like a win-win situation. Customer satisfaction increases when customers can easily find the answers to their questions. You save time when you no longer have to answer the same questions over and over again.
When you run a business and you have a lot of traffic, there will always be questions from your customers about the products, the return, the payment etc. And if the answers are not visible on the website it is a good idea to build a Help Center.
Instead of answering all the questions manually you let your visitors find the answers they are looking for. And that has a big impact on the user experience.
When customers visit your website to shop it is crucial that they have a good experience. That they get the answers to the most relevant questions and that you do not lose them along the way. They must not be in the slightest doubt such as: How long time is the delivery time? Or can the product be exchanged if it does not suit me? That doubt may be enough to make you lose a sale.
69 % of consumers first try to solve the problems and find the answers themselves before contacting support, and this is where a Help Center or a good FAQ can be crucial. A good Help Center or a FAQ with relevant questions can save you time and not least increase customer satisfaction on the site.
What is a Help Center?
A Help Center is a website where customers can find answers to their questions and solutions to their problems. A Help Center is designed to address the many common queries that a brand receives, and aims to make it easy for customers to find the answers they are looking for.
A good Help Center is well organized and nicely presented which makes it easy for customers to navigate the site and find what they are exactly looking for. And it is a very important element for your visitors.
Which apps can solve it for you?
With a search on the "Help Center" in the App Store on Shopify, you will see 288 results. So there are plenty of opportunities to build your Help Center. Here we are based on one of them called HelpCenter in FAQ Chat HelpDesk where I will give you an insight into the different options for your business.
Options in the app
You can use their FAQ builder where you can combine simplicity and functionality so you can do and achieve more, faster, and easier. It takes no more than 10 minutes to create a comprehensive, multilingual and SEO-friendly FAQ page with different sections, integrated contact form, and a search bar for your customers to find the answers right away. Not to mention that you can use basic FAQ features for free!
You also get access to all incoming customer inquiries from a single place, and you can therefore avoid jumping between different accounts and platforms. Regardless of the channel, whether it is email, live chat, or Facebook Messenger, the HelpDesk ticketing system allows you to manage customer interaction from multiple stores, access their purchase history, assign unlimited support agents, and more - all in one place which is intuitive and easy to set up.
You can also take advantage of the informative dashboard, various templates, tags, fonts, use autoresponders, signatures, and internal comments to provide professional support.
How to create an effective FAQ/Help Center page
1. Find the most common customer questions
Your inbox will probably be the first place to look. What questions do you receive most often? Is it mostly about the delivery, the product system, or the return system?
When deciding which questions you want to include in your FAQ you must focus on relevance, utility, and opportunities to turn the questions into further interactions or conversion from a customer.
Finally, do not end up with too long a list of questions. If you end up with a lot of questions, you can instead group them into categories lige "Shipping" or "Size" to make it easier for your visitors to navigate.
2. Write clear answers
Where and how you communicate your answers is key. While the answer can sometimes be straightforward it does not mean that it is for the customer as well. Even though you should elaborate on your answers make sure you do not lose your audience by giving them more than they need. It may sound wrong but customers are interested in one thing, and if you give them more they may be gone before they get to what they are really looking for answers to.
Write your questions from your customer's perspective (eg "How do I...") and answers from your company's perspective (eg "You should..." or "We deliver...").
3. Make your FAQ page visible
If customer service plays a crucial role for your business, you may want to set up a full-fledged support center or help desk with a FAQ built-in as part of your customer support flow (customers check the FAQ before contacting a customer service representative).
However, if you sell products or services that are bound to generate a lot of questions it may be a good idea to show a link to a simple FAQ page in your navigation to focus on your visitors getting answers if they want it.
