Chapter 4

What good is a library nobody knows about?

Kho hướng dẫn không ai biết thì có ích gì?

The chapter's question

Where do customers come across the help centre?

Big idea

A good help centre that customers do not know about might as well not exist.

In this chapter

  1. Part 4.1

    Answering With a Link

    How do I answer with a link so customers do not feel brushed off?

  2. Part 4.2

    Inside the Product

    Where in the product should there be a button leading to a help article?

  3. Part 4.3

    In the Welcome Email

    How should the welcome email introduce the help centre?

  4. Part 4.4

    Measuring Self-Service

    How do I know how many questions the help centre has removed?

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?