Organizing your Help Center content into well-structured collections improves navigation, enhances the customer experience, and boosts the performance of Aura AI Agent.
Why Optimize Help Center Collections?
- Simplifies Navigation: Customers can quickly find the information they need when articles are grouped logically.
- Supports Self-Service: An intuitive structure encourages customers to resolve issues independently.
- Improves AI Responses: Aura AI Agent can deliver more accurate answers when it accesses well-organized collections.
Steps to Optimize Your Help Center Collections
Below are some of the best practices for optimizing your Help Center collections in Web2Chat.
1. Group Articles by Themes or Use Cases
Logical grouping makes it easier for customers to locate articles relevant to their needs.
How to Do It:
- Identify common themes or use cases based on customer inquiries (e.g., “Getting Started,” “Billing & Payments,” “Troubleshooting”).
- Create collections for each theme and add related articles.
2. Use Clear and Descriptive Titles
A clear collection title helps customers quickly understand what content it contains.
How to Do It:
- Use concise, customer-focused language, such as “Account Setup” or “Product Features.”
- Avoid vague or overly technical terms.
3. Prioritize High-Impact Collections
Frequently accessed collections should appear at the top of your Help Center for easier visibility.
4. Order Articles Logically Within Collections
A logical order guides customers through the content efficiently.
How to Do It:
- Start with general or introductory articles, followed by feature-specific guides and troubleshooting content.
- Use chronological order if the articles are steps in a process.
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5. Limit the Number of Articles per Collection
Overloading a collection can overwhelm customers and make navigation difficult.
How to Do It:
- Break large collections into smaller, more focused sub-collections when necessary.
- Keep collections concise, with only the most relevant articles included.
6. Highlight Key Collections
Featuring key collections can draw attention to essential content.
Benefits of Optimized Help Center Collections
- Better Customer Experience: Customers can navigate the Help Center more easily and find answers faster.
- Higher Self-Service Rates: Organized collections empower customers to resolve issues on their own.
- Improved AI Performance: Aura AI Agent can quickly access relevant articles, delivering more accurate responses.
If you need more assistance, feel free to contact our Customer Support.
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