What should a good help site look like?

So you have a product. And you want to sell it to people. Maybe you already are! The first thing you need is a help page.

Why? Well, because you want people to give you their money. And if you find people who want to do that, you need to help them out.

Because people need help. They need help with your website. With their account. With purchasing, with billing, with returns, with logging in, with making your product work once they have it. If you’ve sold anything, ever, you know this is true.

Help the people.

When customers are on your help site, they’re already confused and in need of help. Don’t make it worse with a complicated page.

Focus on three things

Clean & Simple

A clean, minimalist design is best. Less noise on the page helps users focus on the important information. Include screenshots to illustrate what a customer should do. A complicated help page just makes things worse for a confused customer.

Short & Sweet

Lengthy answers should be broken up into easy-to-read sections. Making something more clear doesn’t mean adding more text to the page. Bullet points and numbered lists are nice.

Headers and Formatting

Consistent use of headers and formatting help users understand your content and prevent confusion:

  • Use headers and text formatting to make your copy easier to read.
  • Bolding the right word helps the customer find the answer faster.
  • Use ordered lists when sequence in important.
  • Use special formatting for code and other types of content that are meant to stand out from the instructional text.

Learn more about Snappy Customer Support.

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