It’s a common misconception that generating/managing help center content takes a lot of energy; I know I used to believe it. The reality is that this view is far from the truth. Excellent sources of help center content are all around you. Below you will find a breakdown of some very surprising sources of help center content.
1. Trouble Tickets
People often think that trouble tickets are just for bugs and feature requests. While it is true that you will find a decent share of “when will the settings page be fixed?” and “can I do X?” issues, you will also find questions that are about functionality and workflow (i.e., “how do I do Y?”). Often, these items are flagged in a team-specific way (e.g., “Won’t Fix”, “Question”, etc.) and once a response is sent to the person that filed the ticket, the ticket just disappears into the ether.
Just because you might not fix something, doesn’t mean other people shouldn’t know about it. To make the most of the ticket, add a new entry to your help center using the topic/title of the trouble ticket and your response (minus the cordial greetings and conversations).
Some trouble ticket tools make this possible with the addition of plugins; a great example is the Supportify plugin for Zendesk. For everyone else, you can look in to tools like Zapier or IFTTT and see about integration with your current help center.
They fill your inbox all day long: Payment Receipts, Newsletters, Calendar Invites, Emergency Alerts, and, of course, Spam. However, in the midst of all of these, you will sometimes find questions from customers, team members, or users.
Instead of responding with a send and archive, take a moment to add your response as a new help center entry. Use the subject of the e-mail as your new entry’s title and your part of the conversation as the entry’s body.
3. Sales Discussions
Whether you’re a closer or someone who doesn’t close at all, the process of sales involves a lot of communication and dialogue. Most of the time, the notes from sales discussions have one of two fates. They either stay in the notebook of the salesperson working the deal, or they end up disappearing into a CRM. Regardless of which path they travel down, neither one concludes with those notes making it into the help center.
Salespeople don’t have to operate in a bubble. Whether it’s a simple sales call or a full-blown product demo, the questions that are asked by potential users and customers are important. Adding notes to the CRM or reviewing your personal log should be accompanied by the addition of new entries to your help center.
Some help centers like Supportify have API’s that make it possible to easily integrate with other products. Check with your current CRM and Help Center provider to see whether or not this is possible.
Don’t Make This An Addition To Your Workflow
The difference between just trying something new and a habit is how long you’ve been doing it. Most of us have trouble turning one into the other because of displeasure (I really am going to start eating more chard) or the cost (either time or money). As I’ve mentioned several times throughout this article, it’s important to find a tool like Supportify to make it so that the creation of help center content can be a part of your workflow; not an addition to it.
Find a tool that you’re comfortable, and get started today using these surprising sources of content to make your help center better.