Chapter 3

Do customers search the way we organised things?

Khách tìm câu trả lời theo cách mình sắp xếp không?

The chapter's question

How do customers find help articles?

Big idea

Customers search with the search box and browse by category; both must work.

In this chapter

  1. Part 3.1

    Categories

    Is my help centre organised by feature or by task?

  2. Part 3.2

    Search

    Which search terms do customers type that return nothing?

  3. Part 3.3

    Linking Articles

    Which article should link to which?

  4. Part 3.4

    The Home Page

    What should the help centre's front page show?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Answer Before the Question is free to read right here.

Read in Conan School

Chapters of The Answer Before the Question

  1. 1.Are repeated questions a nuisance, or a gift?
  2. 2.Is a complete help article a good one?
  3. 3.Do customers search the way we organised things?
  4. 4.What good is a library nobody knows about?
  5. 5.Is a wrong article worse than no article?