Strategy & Consulting
Help Center & Knowledge Base Design
A Help Center customers actually use: a clear structure, articles written for the questions people really ask, and a theme that matches your brand.
- Format
- Remote project
- Duration
- 3 to 6 weeks
- Deliverable
- Live Help Center + content guide
Who it's for
- 01Teams launching a Help Center for the first time.
- 02Companies whose knowledge base grew article by article and is now hard to navigate.
- 03Support leads who want self-service to take real volume off the queue.
Problems it solves
- 01Customers open tickets for answers that already exist somewhere in the Help Center.
- 02Categories and sections that mirror the org chart instead of the customer journey.
- 03A default theme that looks nothing like the rest of your website.
What you get
- Information architecture: categories, sections and article map based on your ticket data
- Content guide with templates, tone of voice and ownership rules
- Custom Help Center theme in your brand, responsive and accessible
- Search and deflection setup, including article suggestions in forms and messaging
- Rewrite or migration of your highest-impact articles
- Handover session for the people who will maintain it
How it works
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01
Kick-off and ticket analysis
We look at what customers ask most, your most challenging requests and the external tools and workflows that feed into support. That data drives the structure.
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02
Structure and content plan
I propose the category and section map plus a prioritized list of articles to write, merge or retire.
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03
Theme and build
The theme is built in your brand and the priority articles are written or migrated.
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04
Launch and handover
We go live, connect deflection in forms and messaging and walk your team through maintaining it.
“Deep Zendesk knowledge combined with strong programming expertise. A go-to resource for integrations, workflows, and custom features. We tackled tough challenges with confidence.”
FAQ
Either. I can write the priority articles and set the template, or coach your team while they write.
Yes, including redirects from old URLs so existing links and search rankings keep working.
It is built on the current Zendesk theming framework and documented, so updates stay manageable.
Yes. Multi-brand and multi-language Help Centers are planned into the structure from day one.