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. 

Make 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:
  • Support
  • Help
  • A simple icon such as '?'

Campaigns, Emails, and Customer Support

Take 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 Product

Use 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
  1. Create a new widget.
  2. Define which knowledge base content to include in the widget.
  3. Embed the widget within your product or site.

Share Your Help Center on Social Media

Promote your Help Center on your social media channels by including links to relevant articles.

Get Found by Search Engines

Many 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 content
  • Generate a lot of relevant content
  • Include relevant keywords within your title and content
  • Generate traffic to your Help Center (see the sections above)
  • Use the Related Articles feature and add links to other articles within your Help Center
  • Update your sitemap to include your Help Center
  • 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.

Related Articles

Setting Up Your Help Center SEO

Create unique SEO customizations for your Help Center so you can optimize each article and rank higher in search engine results. Define your SEO page titles and descriptions for each component of your Help Center. Get your brand online and make it easy for customers to find answers about your product without needing to submit support requests.  What's more, Wix Answers offers dynamic placeholder text, so you don't have to customize each page title and description individually. Show me the available placeholder textYou can use the following dynamic placeholder text in your Help Center's SEO settings: $COMPANY_NAME: Your company name. $CANONICAL_URL: The canonical URL (e.g. $CATEGORY_TITLE: The name of the subcategory. $PARENT_CATEGORY_TITLE: The name of the category.To edit your Help Center's SEO: Hover over Settings in the side panel and click Help Center. Click the Domain & SEO tab at the top.  Click Edit next to the relevant language.  Choose a page to manage its SEO settings: Home Page: The main page of your Help Center. Category Page: The Help Center pages that display your categories and subcategories.  Article Page: The Help Center pages that display article contents. Search Results Page: The page customers view when they search for articles then click "See more results." Edit the page's SEO settings: Page Title:  Enter the page title. (Optional) Click the Placeholders icon to add dynamic placeholder text. Meta Description: Enter the meta description. (Optional) Click the Placeholders icon to add dynamic placeholder text. Robots Meta Tag: Click the toggle next to each option you want to enable: No Follow: Tell search engines not to follow any links on the page or convey link equity.  No Index: Tell search engines not to crawl or include the page in search engine results.  No Archive: Tell search engines to not store a cached version of your page. Click Save. Repeat steps 4-6 for each page's SEO settings.

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Optimizing Articles for Search Results

Customers, team members, and search engines need to be able to find the articles they're looking for in your Help Center. Wix Answers automatically sets you up to be optimized for search results, but there's more you can do improve your SEO.Search Results in Wix AnswersYour Wix Answers Help Center uses a sophisticated search algorithm to deliver the most relevant results. Articles rank higher based on where they include your search phrases (keywords). Keywords are words, or groups of words, that you enter into a search to get relevant content. The following keyword hierarchy determines which articles appear at the top of your search results:Keywords: Articles that include your keywords in their Keywords section rank highest.   Article Titles: Articles that include your keywords in their title rank 2nd highest. Article Subtitles: Articles that include your keywords in their subtitle rank 3rd highest.Other article text: Articles that only include your keywords in other text appear next in results. Naming Your ArticlesIncluding Keywords Your Customers TypeYour article titles should include the phrases viewers would use to find them. Including keywords in titles helps your articles appear in relevant search results. With this in mind, don't overdo it. Make sure your article titles are easy to understand. Don't try to manipulate search results with keyword stuffing. Structuring Titles ConsistentlyWe recommend defining an article title structure and sticking to it as your Help Center grows. If you have a variety of products or services, consider always including the name of your product or service in the title. Consistent title structures allow readers to easily scan and understand the content in each of your categories.  Tip:Check out Insights to view the keywords customers search the most in your Help Center. Structuring the Content of Your ArticlesUsing H Tags in SubtitlesUse subtitle text to help break up and organize an article's structure. Include keywords that summarize each section of your article. Select from the following H tags when creating subtitles:H2 Large: Describes the main topics covered.H3 Medium: Adds sub-headings to further structure your content.  H4 Small: Splits your sections into sub-topics.Using Anchors and Collapsible BlocksIf you find yourself scrolling more than you'd like, customers may also get discouraged and stop reading. Retain the attention of your readers by adding anchors and collapsible blocks.AnchorsAdd anchors to create a table of contents that remains visible while you scroll. To add anchors:Go to an article's Content Editor. Hover over the left side of a content block and click the Add a block icon . Click the Subtitle icon .Click Anchor.Enter a name for your anchored subtitle.Learn more about adding anchors to an article. Collapsible blocksCondense your content in an easy to read format with collapsible blocks. To add a collapsible block:Go to an article's Content Editor. Hover over the left side of a content block and click the Add a block icon . Click MORE and select Collapsible.Enter the title in the Title goes here field.Enter the text in the Write something field.Learn more about adding collapsible blocks. Note: This is an example of a collapsible block. Content TipsCreate article content that is unique, specific, and helpful for your customers. Write for your audience, not for constantly changing search algorithms. Google can tell when viewers engage with your articles and responds by ranking them higher in search results. Make your articles visually appealing and easy to understand by adding informative text, images, videos, and more. Add alt text to images to let search engines know what they're about and to improve your web accessibility. Learn more about adding content blocks. Creating Helpful LinksWhen links help customers find what they need, Google takes notice and rewards you with higher rankings. Best practices for creating helpful links include:Hyperlinking text that clearly describes where the link takes you. Learn more about formatting article text for linking.Linking to other articles that relate to steps your customers should follow.Linking to specific areas of your website outside of your Help Center and vise versa. Adding relevant articles as related articles. Tip:Learn how to edit the SEO information for your Help Center as a whole. 

4 min read

Managing an Article's Related Articles

Related Articles display as a list of suggested articles on the live article. You can add them to guide your readers to supplemental information they may want to know. For example:If your customer is reading "Signing in to Your Account," you may want to add "Retrieving Your Password" as a Related Article. Consider adding Related Articles that:You want your customers to read next. Have information you could have included in the article.Include the next logical steps to take.Involve the same topic. Tip:We recommend adding up to 6 Related Articles, although you can add as many as you'd like. To manage an article's related articles:Go to the article's Content Editor. Click Related in the footer. Choose what you want to do:Add related articlesClick Add a Related Article. Enter an article name to search for an article.Note: Click Filters next to the Search field to filter the results (by category, article type, or labels). Hover over an article in the list and click Add article. Note: You can also click View to view the article before adding it. Reorder related articlesClick and drag an article's Reorder icon  up or down in the list. Repeat step 1 for each related article you want to reorder. Remove related articlesHover over the article you'd like to remove from the related articles.Click Remove. 

2 min read

Choosing Which Articles Appear in Your Widget

Define which articles customers can access in your Widget's Search Bar, Category List, and Selected Articles. You can limit the available articles, display relevant categories, and showcase specific articles from your Widget's Structure & Content settings. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. Defining the Available Articles in Your Search Bar and Category ListChoose which articles customers can access through your Widget's Search Bar and Category List. You can limit the available articles based on category, labels, or article type. Important:Editing the content accessibility settings for your Search Bar also edits the settings for your Category List and vice versa. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.(For multilingual widgets) Click the language next to Settings for and select a language.Click Manage next to Search Bar or Category List.(Optional) Edit the title in the Title field and click Update.Click Edit next to the relevant language. Select the Content Accessibility filter(s) you'd like to set up:Filter articles by Categories: Include or exclude articles based on their category. Click Use articles from certain categories.Choose to include or exclude categories:Include: Leave Use articles from these categories set as the option. Exclude: Click Use articles from these categories and select Content in all categories except those.Click the drop-down and select the categories you'd like to include or exclude. Filter content by Labels: Include or exclude articles that have specific labels. Click Use articles with the following labels.Click the relevant drop-down and select a label:Include ANY of these labels: Include articles with any of the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that have either the "Widget" or "Get Started" labels).Include All these labels: Include articles with all of the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that have both the "Widget and "Get Started" labels).Exclude: Include articles that do not have the selected labels (e.g., select the labels "Widget" and "Get Started", to display articles that do not have have the "Widget or "Get Started" labels).Filter content by Article Types: Include only specific article types.Click Use only the following types of articles.Select the article types you'd like to be available in your search bar.(Optional) Apply your content filters to all your languages: Click Use these settings for all languages.Click Yes, Apply to All.Click Save.Displaying Selected ArticlesShowcase specific Selected Articles on your Widget to lead customers to common solutions and reduce support requests. Show me howHover over Settings  and click Widgets.  Hover over the Widget you'd like to set up and click Edit.(For multilingual widgets) Click the language next to Settings for and select a language.Click + Add Component at the bottom of the page and click Selected Articles. Click Manage next to Selected Articles.(Optional) Edit the title of your Selected Articles section in the Title field and click Update.Click Add Selected Article. Enter the name of an article you'd like to feature and select it from the list. Click Add Article. Repeat steps 7-9 to add more Selected Articles. To change the order of your Selected Articles:Click the Reorder icon  to the left of a Selected Article and drag it up or down.To remove a Selected Article: Click the Vertical Show More icon  on the right and select Remove. Learn how to add contact options so that customers can get support directly from your Widget.

3 min read