Help! I’m about to give up.

Written by 
Maxwell Smith-Gee

How can our Help Centers become an asset for our users rather than an annoying last resort dumpster fire?

We’ve all been there. You just signed up for a new software tool and you're excited. You’ve created your username and set your “new” password (the same one you’ve used hundreds of times) and you’re ready to jump in. 

You did your market research and it promised to be ‘easy’ and ‘intuitive’. You watched countless videos of how the dashboard worked and how to navigate through. But now that you’re in the product, it seemingly becomes a foreign land. 

You’re not sure what to do so you go to the Help Center. Like most software, the Help Center is located on a different website and completely untethered from the user experience. Once in the Help Center, you start searching…’how do i…’, ‘where can i find…’, ‘what does this thing-a-ma-bob do…’

You now realize you’ve spent more time in the Help Center than the product you just purchased. And on top of that, you learned about the product outside of the product. 

Help Centers can be wonderful repositories of knowledge, but it’s a blunt solution to a nuanced problem. With a Help Center, every question becomes a nail and every help article becomes a hammer, and this only works IF there is content available to answer the question.  

Help Centers are designed like your standard Vacation Guide Book. It gives you all the details, but doesn't actually help you once you’re in the city. It can tell you what sites to see or what trains to take, but without actually being there, it doesn’t matter. 

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This story has been told a thousand times and, as end-users, they deserve better. Users deserve to get answers when they want them, where they want them, and how they want them. Users have come to expect tools that are self-serve, intuitive, and when they need help, they want to be able to find it themselves. And studies show that lowering the perceived customer effort reduces user churn and improves platform retention. 

I don’t mean to be harsh on Help Centers - they are extremely useful and necessary - but I think it’s time that we come together and work towards change.

Off-site resources (aka Help Centers) are problematic as they:

  • Take users away from the place they want to be
  • Cause user friction and poor omni-channel experiences between your tools
  • Increase user effort to find answers which directly correlates to user churn
  • Ignore where the user is in their lifecycle (i.e novice vs power user) 

How can we solve this problem? How can we engage and empower our users to find answers themselves? How can our Help Centers become an asset for our users rather than an annoying last resort dumpster fire?

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In the 1989 film classic, ‘Field of Dreams’, Kevin Costner mysteriously hears a whisper, “If you build it, they will come”, and with this same sentiment, the solution to our problem is to bring the Help Center where the user wants to be...in-app. 

In-App assistance and user empowerment is a trend throughout the software industry, and we, at Simpo, believe bringing your Help Center directly into the in-app experience unlocks significant user value. 

In-App assistance empowers users to find their own answers in an instant and at scale. By bringing your Help Center in-app, you are now more than just a Vacation Guide Book on a bookshelf, never to be opened again, and instead, you are now at the restaurant table helping your users order the best dishes in a foreign language. 

Users learn at different stages in their lifecycle. And Simpo helps our customer’s meet those ever changing demands. It’s been found that 89% percent of millennials use a search engine to find answers before making a call to get customer service (Salesforce), and Simpo’s Search does just that, 

“What matters to us is that when a user types a query into Quick Search, they find a result. That’s super important. The fact that most users can find answers is a good start and it definitely has an impact on ticket deflection” (monday.com)

By empowering your users, you are increasing their trust in YOU and lowering their effort to find answers. This has a positive correlation to improved loyalty and stickiness. In a study done by Rightnow, they found that 55% of customers say easy access to information and support can make them fall in love with a brand.

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With Simpo’s Help Article Integrations, we help to empower our customers’ to bring their Help Center directly into their platforms. Simpo is able to do this with our turnkey integrations with:

  • Confluence
  • Freshdesk
  • HelpDocs
  • Salesforce Help Center
  • ServiceNow
  • Zendesk

We integrate with our customer’s Help Center content and assets, and build a ‘knowledge highway’ straight into their platforms. On top of that, we allow our customers to build their own content and assets inside of Simpo to complement and supercharge their already existing content. 

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You can now connect Help Articles with Simpo Walkthroughs to give your users a CHOICE on how they want to learn - they can read through an article, watch a video, and/or take a walkthrough for a step-by-step process to solve their answers.

Simpo’s Help Article integrations have been proven at scale. By bringing help into the application itself, monday.com has blown away the industry average of only 0.5% of all users ever having actually used the knowledge base. Now, an average of 41,000 monday.com users query Simpo’s Quick Search every single month.

“When a new user adopts monday.com, they have access to the basics: videos, articles, and all the training content they need. Simpo plays a major role in onboarding and we can see its value just in the high click rates of the videos.” 

Every minute that monday.com saves is a godsend, because the team gets to reinvest that time into winning new business.

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Want to see how Simpo can help you create an effective, low-effort experience for your customers? Request a demo today.

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