A public help center enables businesses to engage with their customers and build firm relationships with them. Help Centers are a large part of customer service, and the revenue generated by the organization is very much contingent on their customer support/help center.
The equation is simple: you please the customer, and the customer returns the favor!
Finding a starting point when creating a help center or redesigning your existing one might be a challenge. To that end, read on to learn about the essentials of designing a help center and the ten help center designs to get some inspiration.
Help Center Design Essentials and Designs to Get You Inspired
Placing a search bar at the top of the help page
This is not only a quick way to find the information you are looking for, but it also allows collecting search queries to create new content and optimizing existing content so that it is more relevant. Help centers like Etsy, Invison, Asana, and Pinterest's are splendid platforms that boast this feature.
Etsy Help Center
Etsy Help Center's appeal perfectly complements the style of their main website. It has a neat and simple layout that allows for easy and swift navigation, search bar, and several featured articles at the top of the page. You can also get assistance and support via Etsy's community forums.
InVision excels at creating software for designers. When it comes to their help center design, their approach is creative and simple at the same time. At the top of the page, you have the news and the search bar, and then you have the various articles neatly organized by products and categories. All of this useful information is well accompanied by striking visuals.
Pinterest Help Center
The standout feature of Pinterest's help center is that it has dedicated sections for businesses and regular users. The layout is arranged in a pinboard-style, and you can get useful tips, articles, and guides and at the bottom of the page. All of the links are on the same page, so you need to scroll up and down on the page aimlessly! It also features a search bar at the top of the page.
Asana Support Page
Asana uses a different approach for their Support page compared to most of the other Help Centers. They ask you (the user) what your specific problem is instead of tossing all the relevant articles at you. You can also find links to several other helpful resources such as the academy, guides, forums, and so forth. There is also a search bar if you would like to search for support articles.
Organizing Questions Categorically and Highlights Frequent Questions and Problems
When the questions are organized categorically, the user can find the necessary support article faster.
In addition, if you are designing a help center, you should highlight the frequent questions and problems. These are the questions and requests customers face the most. It makes sense to showcase them at the top of the page. The PayPal help center is a prime example of a platform that lists all the common questions categorically that users tend to have.
PayPal Help Center
PayPal is a very popular online payment system that is used by businesses and individuals alike to make swift transactions. Its help page also contributes towards the company's massive popularity. The help center features dedicated sections and a list of common questions so that every user can easily find the relevant information he/she is looking for. Furthermore, you can get additional help in various other ways, like the contact customer support option, Community Forum, and the Resolution Center.
Providing a Way to Contact Customer Support
Unfortunately, customers are often not able to find a solution to their problem. And, in this case, they should easily find a way to call, email, or tweet customer support. The best help centers that provide the option of contacting customer support include:
GiffGaff Help Page
The GiffGaff Help Page boasts a splendid design and layout, which is very aesthetically appealing. In addition, the help center page features an option to ask the community for help with anything. It also provides a way to reach out to a support agent if you seek a more personalized response to your query. Moreover, the platform allows the users to easily navigate their way around and go to any article/section they want.
Help Scout prioritizes its customers over everything else. Their help center is created with customers in mind. The design is visually appealing, and all the articles are sorted according to the products. Moreover, if you delve deeper into the content, you will observe that Help Scout’s help center pays meticulous attention to formatting and enrichment with visuals. This makes the information easier to absorb for the users.
Letting the Help Center be an Extension of Your Brand
Adjusting the colors, adding illustrations that users see across the main website sure helps to make the help center feel more familiar. Here are some of the help centers that reflect and promote the brand of the company.
Cards Against Humanity Help Center
Although the design of this store’s help center is pretty straightforward and basic, all the questions are very well sorted into categories. What this means is that you do not have to scroll needlessly to find the information you are looking for. This help center is an ideal example of how you can use your company’s help center to promote your brand in a way that does not focus on visual designs.
The Dropbox help page boasts a very captivating design that genuinely reflects the brand of the company. The content provided on their help page is not just run-of-the-mill help center content. On this platform, you will also find several informative guides and an array of video tutorials for those who seek visual assistance with their queries/concerns.
Figma Help Center
Very much similar to InVision, Figma takes a very creative and artistic approach to how to layout their help center. Each category has its own icon, which reflects the style of the company’s brand. Their help center is definitely a great extension of their brand!
Bonus! Aarhus theme from GrowthDot
GrowthDot team designed a custom help center theme for Zendesk specifically. It takes into consideration all the recommendations mentioned above as well as suits all Zendesk features and details. So, be sure to find any element needed for a great help center design. That's because the Aarhus theme includes a visible header, sidebar navigation, categories with customizable icons, "Prev"/"Next" buttons, and many more. The theme is accessible on any device and enables extra formatting elements such as tables of contents, callout blocks, internal tabs, and other options to help you design your help center content in the way you want.
Also, our team will gladly add a personal touch of your company, so feel free to contact us for branding and customization options for your Zendesk Knowledge Base!
This article will surely serve as a useful guide to help you to draw inspiration from various help centers and design your own.
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