{"id":29430,"date":"2023-11-16T17:50:55","date_gmt":"2023-11-16T17:50:55","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=29430"},"modified":"2025-01-03T13:59:51","modified_gmt":"2025-01-03T13:59:51","slug":"help-center-customizable-connected-customer-service","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/help-center-customizable-connected-customer-service\/","title":{"rendered":"Must-haves for a modern help center: Connectivity and customization"},"content":{"rendered":"

With AI and chatbots handling more and more support conversations, it might seem like help centers are becoming obsolete. But don\u2019t be fooled \u2013 many consumers<\/a> still have a strong preference for finding answers on their own instead of interacting with a bot or support agent.<\/p>\n

However, when a company’s help center doesn’t work as part of a support team’s range of channels, or the wider company brand, it can affect your support articles’ discoverability, accessibility, and usability \u2013 and, as a result, your customer experience. Not only that, but unintuitive, inflexible help center tools can erode your team’s morale and productivity.<\/span><\/p>\n

It\u2019s crucial that modern, customer-centric businesses offer a range of support channels to meet their customer\u2019s preferences, including a help center that resolves customer queries, aligns with a company\u2019s <\/span>brand identity<\/span><\/a>, and ensures a seamless user experience for your team. <\/span><\/p>\n

\u201cOur easy-to-customize help center integrates with the entire Intercom platform \u2013 including Fin, our AI chatbot \u2013 making Intercom a complete human and AI-powered customer service platform\u201d<\/span><\/p><\/blockquote>\n

Intercom offers the best of both worlds with our easy-to-customize help center that integrates with the entire Intercom platform \u2013 including Fin, our AI chatbot \u2013 making Intercom a complete human and AI-powered customer service platform. <\/span>Over the last few months, we’ve launched almost <\/span>40 features and improvements<\/span><\/a> across our Help Center and Articles<\/a> products to help our customers create an unparalleled self-serve offering. Here are some of the highlights.<\/span><\/p>\n

Sophisticated no-code customization<\/b><\/h2>\n

No more drafting in your engineering team for minor help center customizations every time your brand’s visual guidelines are tweaked. We\u2019ve rolled out a host of advanced customization options, allowing you to create a visually stunning help center that aligns perfectly with your brand’s look and feel \u2013 without writing a single line of code.\u00a0<\/span><\/p>\n

\"Help<\/a>

Using Intercom, Coda<\/a> made their help center more engaging, user-friendly, and consistent with their branding.
<\/center><\/center><\/p><\/div>\n

Change colors, introduce new fonts, or shake up the layout \u2013 our intuitive help center styler makes it easy for anyone on your team to make updates with just a few clicks. Check out how Galxe<\/a> completely upleveled their help center to create a dynamic help center that\u2019s a true extension of their brand.\u00a0 <\/span><\/p>\n

Before<\/h3>\n

\"\"<\/p>\n

After<\/h3>\n

\"Galxe<\/p>\n

Multi-Help Center<\/b><\/h2>\n

Many of our customers have different products or services within their business that require individual help centers. That’s why we’ve introduced multi-help center functionality in Intercom. Now you can create multiple help centers, tailored specifically to each brand, product, or service that you offer, allowing you to provide targeted support content based on individual customer needs \u2013 all within a single workspace.<\/span><\/p>\n

\"Multi<\/p>\n

Improved Articles editor with flexible formatting<\/b><\/h2>\n

It doesn’t matter how <\/span>aligned your articles are with your brand if they’re not informative, engaging, and easy to read. That’s why we’ve enhanced our Articles<\/a> editor with more flexible formatting options. Whether you want to add a table of contents, images, videos, tables, CTAs, or interactive elements, our improved editor allows you to create visually appealing articles that hold your customers\u2019 attention and offer them the answers they need instead of overwhelming them with a wall of text.<\/span><\/p>\n

\"Improved<\/p>\n

Integrated at its core<\/h2>\n

Customization is just one essential element of a help center. Having an effective, personalized self-serve support offering means ensuring that your help center is connected and complementary to the rest of your tech stack. That\u2019s Intercom\u2019s speciality; when you publish an article in Intercom, it doesn’t just live on your help center \u2013 it shows up across all of our integrated products, maximizing your content\u2019s value and increasing its reach:<\/span><\/p>\n