Glovo Go Healthiness Analytics (Zendesk)

Set up a periodic review process

Your product or services may have new updates every now and then, so your help center should be updated accordingly as well. Otherwise, your customers may not be able to find the solutions and resolve issues on their own if the instructions or screenshots do not reflect the most updated user-interface.

To do so, you can set up a schedule to review your knowledge base articles. For example, every 3 or 6 months, you will scan through all help center articles to check if there is anything that needs to be updated. To help you save time and build up a more efficient review process, there are tools on the market that can send you review reminders automatically based on the last updated time of a particular article. For example, check out the Zendesk Integration of Kipwise.

Use numbered headings and subheadings for easy scanning

When writing your Zendesk help center articles, it’s a good practice to use headings and subheadings to divide the sections and number them. For example, add “A, B, C..” in front of H1 and “1, 2, 3..” in front of H2.

By dividing your sections this way, it does not only make it much easier for your customers to scan through the articles to look for the specific point that they need help on, it also makes it much easier for your customer support agents to direct customers to refer to a particular point when resolving customer tickets or inquiries. For example, they can simply say “check out point B3 in this help center article).

Review your search terms analytics report to optimize your articles

Zendesk provides a report to help you identify situations where your customers search for a certain keyword but couldn’t find the information that they need. This could be because you don’t actually have related help articles on that topic yet, so you should add them, or it might be because your existing article did not include the right keywords to help customers find it. So reviewing the search terms report periodically can help you identify areas that you can improve for your Zendesk help center.