Create a better support website with centralized help

On: Website

I want: to have a centralized portal for help, with a centralized search engine

So that: the user navigation to read FAQ, Articles, and product documentation is more efficient and more seamless.

Usability Heuristics: Help and Documentation

In this proof of concept (which took about a week to build), the Freshdesk platform offers a place for customers (a lot of this for free as well)

• to search for support content - with a global search 

• engage in Live Chat

• submit cases

• Follow-up on cases - with better user experience instead of the email and the subject line being ticket number - which is confusing if you have multiple tickets open

• Customer Forums - where customers can engage with each other (replacing Reddit) and where the conversation can be quickly converted into a ticket for support