More and more people are turning to self-service support. In a recent survey from Zendesk, 91% of respondents said they would use an online knowledge base if it were available and tailored to their needs. It makes sense, people want fast answers to simple questions. Our job is to provide an inviting and well functioning helpdesk that directs questions to the right place.
So what separates a helpful help center from a poor one? To answer this question let’s take a look at 7 companies that have excellent design and function with their help desk.
Throughout their site, Spotify has made their culture and brand consistent and there is no exception here. The support page does not seem like a scary basement; rather, it feels like a cozy living room to listen to music and dance in.
- Simple and intuitive search bar, top solutions, and four simple blocks directing you in distinct areas of knowledge
- Information dispersed like a triangle with more “top solutions” and “community posts”
- Extremely helpful video tutorials when you dig deeper – straight-up eye candy
Twitter feels so “helpful.” What I mean by that is it’s not just a source for video tutorials and FAQ’s, but when they say, “Get instant answers for the most common questions and learn how to use 140 characters like a pro,” I am more compelled to find help and to learn how to maximize my benefit from the app. Twitter has made their help desk a place for answers as well as a tool to educate users.
- Four blocks benefit me with knowledge of the application, my account, issues, and the rules of twitter
- Personable video and Twitter Support show they care – watch the video
- Lots of information, but laid out in a way that is visually digestible
The Dropbox Help Center is very inviting and personal. They’ve done a nice job creating a greeting with the customer’s name, and large buttons with well-done illustrations make the page seem simple to use. When you hit Dropbox’s help desk page, the simplicity calms you down. You are directed towards the right place with clearly labeled categories.
- Clear and easy to navigate icons (bonus – follows their brand precisely)
- Ever-present search bar at the top
- Tours, forums, and troubleshooting guides available at the bottom of the page
Olark’s support is one of the most simple, yet packed, Help Desks. The search bar is prominent, with common questions listed below. The three blocks are different than most support desks because they separate into “installation,” “additional ways to get in touch with support,” and “further learning” (videos and PDF’s).
- Clear search bar with suggestions that save time looking for the solution
- Multiple outlets for contacting support and product demos
- Live Chat available at bottom right
Workfront is a Marketing Project Management software. Their help desk is straightforward and to the point. The simplicity and contrast of the help desk make it easy to navigate with the side menu with common functions as well as the six major areas. Workfront also provides a section for “Visual Learners,” which hosts video processes.
- Simple and intuitive layout
- 6 supplementary portals to help you get the most out of Workfront
- Large search bar as well as side menu
- Section for “Visual Learners”
Apple’s support page does an excellent job with directing the customers to their problems. Even though there is no search bar, Apple separates their support by major products then provides a roadmap throughout each product.
- Inviting message
- Clean and functional design
- Ability to contact support for specific needs
Given that Zendesk is a customer support platform, their support page is truly nice and simple. When you are on the main home page and hover over the “Support” tab, a drop-down menu appears with several options. One option is the helpdesk, which simply consists of three separate sections: Getting Started, Knowledge Base, and Community.
- Supplementary materials like live webinars, best practices, and training
- Large search bar and three main areas to get started, get help, or read what other Zendesk users are doing
- Easy to navigate sections
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