Last Updated on February 4, 2025 by Holland Rocha
Keeping your help center up-to-date is essential for delivering excellent customer support. If you’re looking for ways to improve your help center, Re:amaze makes the process much easier with features like AI-assisted writing and built-in feedback tools. An outdated or disorganized help center can frustrate customers and increase support inquiries, but regularly refreshing your content ensures customers can quickly find the information they need, improving their experience while easing your team’s workload.
Signs Your Help Center Needs Attention
How do you know it’s time for a refresh? If your help center contains outdated information, inaccurate details, or articles that no longer reflect your products and services, it’s likely overdue for an update. You might also notice a rise in support tickets for topics already covered in the help center or engagement metrics like page views and time spent on articles trending downward. These signs indicate your help center isn’t meeting customer expectations.
Revitalizing Your Support Content
Start with a content audit. Review each article for relevance, clarity, and accuracy, and update any outdated content. Next, focus on improving the quality of your articles. Break up dense text with clear headings, add examples, and consider using images or videos to make your content easier to understand.
- Use AI tools to help you write
Re:amaze’s AI-powered FAQ writing tool simplifies the process of creating and updating help center articles. By clicking the “Need some help?” button when drafting a new article, you can instantly generate a detailed starting point based on what you’ve already written. This feature is especially helpful for creating content quickly and ensuring your articles are built on a strong foundation. It reduces the time and effort spent brainstorming or researching, allowing you to focus on refining the details to align with your brand’s tone and style. - Article Feedback
Understanding how your help center content performs is crucial to keeping it effective. Re:amaze includes built-in tools that allow customers to provide positive or negative feedback for each article. This makes it easier to identify gaps or issues in your knowledge base. - Make your help center accessible
Promoting your help center is just as critical as updating it. Make sure it’s easily accessible from your website, emails, and in-app messaging. Adding keywords to your articles helps improve searchability, making it easier for customers to find the right information. Re:amaze’s AI FAQ bot increases accessibility by suggesting relevant FAQ articles based on customer inquiries. Not only does it provide the most appropriate article, but it also generates a brief summary. - Add visuals to simplify complex topics
Sometimes explaining how your product works can be complicated. Use images, GIFs, or even embed videos to expand on more complex topics. Visuals not only make your content more engaging but also help customers better understand and retain the information. For example, a short video walkthrough or an annotated screenshot can clarify steps that might be confusing in text alone. - Re-organize your articles
Organizing your help center effectively is equally important. Group articles into logical categories that reflect the customer journey or frequently asked questions. Clear organization helps customers find answers quickly, reducing frustration and support ticket volume. Consider using descriptive category names and subcategories to ensure articles are easy to navigate and align with common customer needs.
Why a Fresh Help Center Matters
An updated help center isn’t just a convenience for your customers—it’s a valuable tool for your business. When customers can resolve issues independently, they leave more satisfied and return more often. At the same time, your support team spends less time handling repetitive inquiries, allowing them to focus on more complex or high-priority cases.