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Killing Our Help Center Improved CSAT and Revenue over 11%
- darsoli 6y agoHelp centers, along with "self-service knowledgebases", are just ways of making it harder to find the contact us page.
- justingreet 6y agoThat's sometimes true, but I think (like mentioned in the article) a combo of a knowledge base with clear ways to contact a human usually leaves a good taste in my mouth.
- shwinnabego 6y agointeresting post; especially notes on increasing revenue.
- stephen_greet 6y agoIt makes sense that you lose out on customer insights/problems when you're reliant on a help center FAQ to answer questions. Essentially losing out on free customer development.