Customizing Your Help Center

Create a Help Center that fits your needs and matches your brand. From design features to SEO and webhooks, the customization possibilities are endless. Find out what and how to personalize your Help Center to make it your own!

Customize Your Help Center URL

When you sign up to Wix Answers the default URL for your Help Center looks like this: <businessname>.wixanswers.com

For a more professional look, you can connect your Help Center to a subdomain of your company domain. Your Help Center URL will then be:
help.<yourdomain>.com
Learn more about your Help Center's URL

Choose Your Help Center Template

Choose between three professional templates: Moderna, Grande and La Liste. You can select each template to preview it and pick the one that best suits your style and personal brand.

Brand Your Help Center

Wix Answers gives you the design tools you need to customize the look and feel of your Help Center. You can change the logo, add a background image and switch the colors. You can also customize the text that appears on your Help Center pages to match your business's tone and voice. 
Learn more about branding your Help Center
You can use custom Cascading Style Sheets (CSS) to further customize your Help Center's appearance and design. Learn More

Provide Multilingual Support

Add more languages to your Help Center and localize your content to better serve customers in their own language. 

Help Center Access

By default, your Help Center content is public and therefore accessible to anyone. You can choose to limit access to signed in users or team members only.

Automatically Send Emails to Your Customers

Wix Answers comes with several customizable, dynamic email templates that are automatically sent to your customers when specific actions occur.
You can customize the automatic notification emails sent to customers who are following Feature Request or Known Issue articles in your Help Center. Learn More
You can also customize the email verification template sent to customers if you've restricted access to your Help Center. Learn More

Customize Your Contact Form

When using your Help Center or widgets as support channels, you can customize their contact forms. Add custom fields to your form to gain valuable information about your customers and the issues they're experiencing. The more you know about your customers the better your replies will be!
Learn more about creating custom fields for your contact forms. 

Related Articles

Getting Started With Your Knowledge Base Articles

Get started creating the articles you can use in your Help Center, Widgets, and Ticketing System. After researching the questions your customers ask, you'll need to categorize the information. Then you'll have a structure in place to begin creating helpful articles. As your products and services grow you'll need to stay on top of updating your articles regularly. Tip:Remember, creating supportive content takes time, so approach it one step at a time and stay organized. Step 1 | Research and Outline Your ArticlesTo better understand the articles you’ll need, find out the questions your customers are asking. This will help you identify common threads and provide a basis for your category list. Where to look: Community forums: See what questions customers are asking each other, and in which areas they are experiencing the most difficulty. Social media channels: Customers often go to social media to look for help or express frustrations. Support tickets: Identify your customer’s main pain points by analyzing support tickets, chats, and calls.Support agents: Make a list of popular issues and themes your support agents have come across.Step 2 | Create Categories for Your ContentThink about the information you need to include and divide it into main categories that your customers can easily choose. Here are 5 main categories you can begin with: Getting StartedSetting UpManaging Your AccountAccount SettingsBilling and PricingYou can organize your content into categories and subcategories. Learn MoreStep 3 | Create Your ArticlesThink about your target audience — are they beginners, experts, or intermediate? Try to keep your language eye-level, so everyone can easily understand. Also consider both visual and verbal learning styles. You can include screen captures, videos, html code, links to related content, and more. You can create three different types of articles:Informative ArticleThis is the basic article type that is great for product overviews, step-by-step tutorials, and more. Unlike Feature Request and Known Issue articles, this article type does not need status updates. Learn more about creating an Informative article. Overviews: An overview provides a general summary of a service or product. Use it to summarize and provide CTAs (call to actions) for your customers to do next. Add images or videos to help get your message across and create a clearer picture. Tutorials: A tutorial or 'how-to' article breaks down step-by-step how something works. This is great for anything that takes more than 2 steps to complete. You can also choose to go into more or less detail, depending on what you’re breaking down. Tutorials are also great as videos. Feature RequestA Feature Request article allows you to inform and update customers about features you don't yet offer. They can help you determine which products or services your customers want most, so you know what to develop next. Feature Requests display statuses like &quot;Working on it&quot; so customers know what to expect. Learn more about Feature Request articles.Known IssueA Known Issue article lets you notify users and collect complaints on bugs that you're aware of. They can also help reduce the number of support tickets by telling users that you're working on solving the issue. Known Issues display statuses like &quot;Working on it&quot; so customers know you're fixing the problem. Learn more about Known Issue articles. Step 4 | Update Your Content RegularlyA help center is ongoing - just like your business. When you’re up and running, read the information below to understand how to maintain the best help center you can as your company grows. Update your content on an ongoing basis, based on:New features: Create articles for new features and update feature requests to reflect relevant releases.Changes to existing features: Always update your articles to reflect changes to your products and services.Known issues and bugs: Make sure to update the life cycle status of Known Issue articles as the issues are handled and addressed.New tickets (customer feedback): Keep tabs on what your customers are asking about to update existing content or generate new content as needed.  Analytics: Use Wix Answers Insights to examine how your customers are engaging with your content. If you see that a large number of tickets were opened from a particular article, it could indicate that you need to update the article. Also, check which of your articles are receiving the most unhelpful ratings and make updates accordingly. Learn MoreWhen updating your content, make sure you update:Article content: Update and improve existing text, make sure to edit screen captures and videos when your user interface changes. Related content: Update the list of related articles to improve existing content and to include new content. Check out the Wix Content blog for tips on building a professional knowledge base.

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Getting Customers to Utilize Your Help Center Content

So you've created your awesome Help Center, with tons of great articles. But how do you get your customers to utilize it? We have compiled a list of suggestions, based on our experience, to help drive traffic to your Help Center. Your Site's Header and FooterMake it easy for customers to find your Help Center by adding a link to BOTH your site’s header and footer. Adding a link in your footer menu is important, but to get maximum exposure, we suggest adding the link to your site's header as well. When a user is looking for assistance, they usually want an immediate solution. Add an easy-to-locate accessible link in your header, so customers click it instead of actively needing to scroll to your footer to find it.As your site's 'real estate' is expensive in headers and footers, we suggest using one of the following terms to link customers to your Help Center:SupportHelpA simple icon such as '?'Campaigns, Emails, and Customer SupportTake advantage of all lines of communication with your customers to steer them to your Help Center:Campaigns: Marketing campaigns are a great opportunity to get customers to engage with your knowledge base content. When announcing new features, include links to relevant articles to help customers get started and preempt any questions or concerns they may have. Emails: Include a standard link to your Help Center at the end of your emails. It can be part of a closing sentence: Or part of the email footer:Customer Support: Make sure to link customers to the relevant Help Center articles when providing support.  Embed Widgets in Your ProductUse widgets to easily provide context sensitive help, right inside your product!Create a help widget that opens within your product that customers can use to search for relevant content, without ever leaving the page. Wix Answers allows you to set up help links embedded within your product that open widgets displaying specific articles. To get started with widgets: Create a new widget.Define which knowledge base content to include in the widget.Embed the widget within your product or site.Share Your Help Center on Social MediaPromote your Help Center on your social media channels by including links to relevant articles.Get Found by Search EnginesMany factors affect your search engine ranking and Wix Answers is built with SEO in mind. You can control many aspects of your Help Center SEO. We have compiled the following list to help you optimize your content:Generate unique contentGenerate a lot of relevant contentInclude relevant keywords within your title and contentGenerate traffic to your Help Center (see the sections above)Use the Related Articles feature and add links to other articles within your Help CenterUpdate your sitemap to include your Help CenterTips:Click here to learn how to optimize your Help Center articles for search results. Click here to learn how to edit your Help Center's SEO settings.

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Connecting Your Own Domain to Your Help Center

Give your Wix Answers Help Center a more professional URL by connecting it to your existing company's domain as a subdomain. For example, if your company's domain is mycompany.com your Help Center URL would be help.mycompany.com or any other subdomain you prefer. By default, your Wix Answers Help Center is a subdomain of wixanswers.com so your URL is structured: &lt;mycompany&gt;.wixanswers.com. To connect your Help Center as a subdomain of your existing domain, follow the steps below: ImportantIf your domain was purchased from Wix or connected to Wix via name servers, click here for directions. To connect your own domain:Step 1 | Add the CNAME record in your domain host accountSign in to your domain host account.Navigate to the DNS management section.Locate the CNAME records for the relevant domain:If you already have a CNAME record for the subdomain you're connecting, click the option to edit the existing record. If you don't already have a CNAME record for the subdomain you're connecting, click the option to add a new CNAME record.Enter the subdomain for your Help Center in the host field (e.g., help in the example: help.yourdomain.com). Enter hosted.wixanswers.com in the 'Points to' field.Save your DNS changes.Important:It may take up to 24 hours for the DNS change to propagate. The record must be propagated before you can proceed to the next step. Learn more about DNS propagation.Step 2 | Add your new Help Center URL in your Wix Answers accountHover over Settings  in the side panel.  Hover over Help Center.Click Domain &amp; SEO.Click Connect Domain.Click Next.Enter your Help Center's new URL in the Your domain URL field (e.g. help.yourdomain.com). Click Check domain status.Note: An error message appears if step 1 isn't completed correctly, or if your DNS record changes haven't propagated yet (may take up to 24 hours). Click Link Domain. Click Done.

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About Email Templates

Wix Answers comes with several customizable, dynamic email templates that are automatically sent to your customers when specific actions occur. You can customize the following notification email templates:Ticket Owners: Sent to ticket owners whenever their ticket is submitted, replied to, resolved, or a new ticket is sent to them. Learn MoreArticle Followers: Sent to customers who are following known issue and feature request articles when their statuses are changed to &quot;Resolved&quot; or &quot;Released.&quot; Learn MoreHelp Center Visitors: Sent to verify the email addresses of customers who try to access your Help Center or submit a ticket through the Wix Answers Contact Form if you're restricting login access. Learn MoreCall Center Customers: Sent to call center customers after they completed or missed a call.  Learn More

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