Auditing and correcting help centre FAQs so customers can help themselves
Refurbished electronics marketplace · Self-service content, accuracy and search visibility · Mar 2024 to Aug 2024
Out-of-date help articles send customers to support for answers they should be able to find themselves.
Some FAQs no longer matched current policy and process, so the content itself was creating contacts.
I audited every FAQ, checked each one against current policy and process, corrected what was out of date and worked with the SEO team so customers could find the right answer.
An accurate, findable help centre, and proposed content improvements aimed at reducing inbound contacts.
Overview. Self-service is the cheapest support channel, but only if the answers are right. I audited the help centre FAQs and fixed the ones that were out of date.
- Audited all FAQs to find which were out of date.
- Corrected inaccurate or outdated articles.
- Worked with the SEO team on how articles surface in search.
Policies for fraud, compliance and payments changed often, and articles had fallen behind.
What I did
- 01Checked every FAQ against current policy and process.
- 02Flagged, rewrote and corrected out-of-date articles.
- 03Partnered with SEO so customers searching for help land on the right article.
- 04Proposed content improvements to reduce inbound contact.
- FAQs auditedAll
- Turned the help centre back into a trusted first stop for customers.
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