A well-written help article can make all the difference for your customers, providing them with the information they need to use your product or service successfully. In this article, we'll cover the best practices for creating a helpful and engaging help article, ensuring that your customers find the support they need.
Make it easy to understand
Use clear, concise language and avoid jargon or technical terms your audience may not understand. Break complex concepts into smaller, manageable steps and explain them in a straightforward manner. The goal is to ensure readers can easily comprehend and follow your instructions.
Include screenshots or videos
Visual aids like screenshots and videos can significantly improve the user experience. They provide a clear, step-by-step visual guide to complement your written instructions, making it easier for customers to understand the process and complete tasks.
Structure your article using headers
Well-structured articles are easier to read and understand. Use headers (H2 and H3) to divide your content into logical sections and sub-sections, making it easy for readers to quickly scan and find the information they're looking for.
Link to other help pages and external sites
Interlinking your help articles can provide additional context and information to your customers. By linking to related articles or external resources, you're offering your customers the opportunity to dive deeper into the topic and gain a better understanding of the subject matter.
Keep it concise and focused
An effective help article should be focused on a specific topic or issue. Avoid including unnecessary information or veering off-topic. Instead, aim for a concise and relevant article that addresses the issue at hand without overwhelming the reader.
While keeping your articles concise and focused is important, avoid writing too short articles. Aim for a minimum of 100 words to provide enough information and context to address the topic adequately.
Use bullet points and numbered lists
Bullet points and numbered lists can help break up large chunks of text and present information in a clear, easy-to-digest format. Use them to highlight key points or steps in a process, making it simpler for readers to follow your instructions.
Write with a friendly, conversational tone
A conversational tone can make your help articles more engaging and approachable, helping your customers feel more comfortable and supported. Write as if you're speaking directly to the reader, offering friendly guidance and assistance.
Proofread and edit
Before publishing your help article, take the time to proofread and edit it for grammar, spelling, and punctuation errors. A polished, error-free article looks more professional and ensures that your customers can understand your instructions without any confusion.
By following these best practices, you'll create help articles that effectively support your customers and provide the assistance they need. Remember to keep your content easy to understand, well-structured, and visually appealing, and you'll be well on your way to crafting successful help articles that enhance the customer experience.
