Creating an organized, intuitive, and user-friendly Help Center is critical for empowering customers to self-serve and ensuring your AI agent can provide accurate, helpful responses.
This guide outlines best practices for content taxonomy, structure, and AI optimization. By following these guidelines, you can build a Help Center that meets customer needs while maximizing the effectiveness of Fin AI Agent.
Best practices for article taxonomy
Use customer terminology:
Align article phrasing with customer language, especially for FAQs. This improves Fin’s ability to match content to customer queries.
Example: Use “How do I reset my password?” instead of “Password recovery steps.”
Analyze past conversations:
Review customer queries and conversations to identify common terms and phrasing.
Use Fin's unresolved questions feature to find clusters of unanswered questions and customer pain points.
Job-To-Be-Done (JTBD) approach:
Focus on the problems customers are trying to solve.
Frame content based on tasks or goals rather than product terminology. For example, “How to schedule a meeting” vs. “Calendar integration setup.”
Restate questions in answers:
FAQs should include the question within the answer.
Example: “To reset your password, follow these steps...”
Best practices for article structure
Titles and descriptions:
Make titles descriptive to improve searchability and help customers select the relevant article as they browse your Help Center.
Titles help Fin match the right content with a customer's question.
An article description should clearly describe what the article covers and how it can help. Keep it short and to the point (140 character limit).
Headers:
Use headers (H1, H2, H3) to divide content into logical sections.
Helps customers and Fin quickly scan longer articles to find the information or section they need.
Step-by-step instructions:
Use numbered lists and bullet points for clarity and easy scanning.
Helps customers and Fin follow processes correctly.
Callouts:
Highlight key information with bold text labeled “Note” or "Important" to flag information Fin should include in responses.
Use the color callout blocks to highlight these sections for customers to see important information when reading your articles.
Length:
Article length isn’t critical, but standalone articles are better for common queries or very detailed user guides.
Best practices for collection structure
Logical Information Architecture (IA):
Group articles into familiar categories that align with customer expectations.
Example Structure:
Overview: Pricing plans, company overview.
Getting Started: Onboarding and first steps.
Core Features: Articles grouped by product features (e.g., “[Feature] explained”, setup guides, best practices, troubleshooting, FAQs).
Security/Privacy: Policies and compliance.
Integrations: Guides for third-party tools.
User-centric design:
Use tools like Optimal Workshop to test your structure with teammates or customers.
Ensure collections feel intuitive based on user behavior and product structure.
Using AI for optimization
Repurpose Internal Content:
Quickly convert internal documents and product updates into customer-friendly Help Center articles.
Review and Rewrite:
Rephrase content to match customer language.
Ensure proper formatting (headers, bullet points, etc.).
Clarify ambiguous terms.
Using AI tools works really well if you create a style guide with the structure, formatting, tone of voice, and template you'd like AI to use when generating articles for your Help Center.
Your style guide can be uploaded as a PDF document alongside a prompt such as:
Turn the following information into a Help Center article using all of the guidance from the "[name of Style Guide]" attached. Ensure this Help Center article is optimized for both humans and AI to read and extract information.
By following these best practices, you’ll build a Help Center that’s not only clear and easy for customers to navigate, but also finely tuned for Fin. The result? A smoother, smarter, self-serve support experience that empowers your customers and boosts Fin's resolution rate 🚀
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