We'd like to help those who are new to Zendesk with some useful tips on how to customize your help center and what to start with.
1. Zendesk Guide branding
Your brand and corporate style are what you want to engrave in the minds of your end-users as this single bond can drive sales, recommendations and return customers. So the first thing to consider for your Zendesk design is that it shouldn't be different from your main site. If your users feel that they leave one resource and get to a different one, you will fail in their eyes. Even if they assume that the help center is yours, you will have lost your professionalism. In the worst case scenario, users may leave your help center thinking they have gone to the wrong place.
Most end-users don't analyze every detail of your Zendesk design like fonts, colors, icons, images, etc., but it will be enough for them to feel that Something isn't quite right here, not professional, or not consistent, and thoughts like these can spoil the overall impression of your brand and company. Another negative aspect of having your Zendesk design look inconsistent is that it creates a distraction for your users.
3. Zendesk help center organization
Zendesk Guide is aimed to help those who are already looking for information. However, it isn't always the case and end-users get confused instead. You should arrange your Zendesk help center in categories, sections and articles logically.
Don’t present all your information chaotically on the homepage. If you have a large amount of content, use accordions and tabs for structuring it. Additionally, use self-explanatory titles as they are user friendly and thus the most effective.
4. Easy-to-use navigation
The homepage of your Zendesk help center should be resourceful, yet not messy. To achieve the best result, you should use the most suitable layout along with customized features for the main categories. Navigation should be consistent with the use of the same options throughout all pages of your Zendesk help center. Yet, the number of additional options in the menu shouldn't be excessive; otherwise they will complicate navigation. In such cases, dropdown menus can come into play. Extensions like table of contents is perfect for long materials. It lets you jump from one section of the article to the other.
5. Coherent Zendesk design
No graphic elements of your Zendesk design should be misleading. For example, underlines in blue color are interpreted as links and if text isn't clickable, it will confuse your end-users.
6. Additional formatting components
Interactive and clear content has a greater value and engagement level. This is possible to achieve with the help of various additions like interesting fonts, cool icons, callouts, images, videos, etc.
7. Zendesk community
If your community is passive, you should either develop its engagement or remove it from your Zendesk Guide because low engagement will spoil your new users’ impression of your help center and they will think it isn't helpful. To build a thriving community, you shouldn't avoid positive motivation for cheering and raising your community leaders and actively engage them.
To make a perfect help center, it's very important to start optimizing and customizing your Zendesk design, structure and layout from the beginning. And we wish you good luck in this enjoyable journey!
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