With Papo Global (https://papo.global/), you can create your own Help Center using the integrated Help Center module. This tool allows you to develop knowledge portals, organize articles into categories, and offer a complete self-service channel for your customers and internal team, reducing the load on your support agents.
A well-structured Help Center is essential for scaling customer service. It centralizes important information, tutorials, and answers to common questions, allowing users to find solutions on their own, at any time of day. At Papo Global, this functionality was designed to be simple and directly connected to your support ecosystem.
Help Center Components
The Help Center structure in Papo Global is organized into three main levels, ensuring that information is easy to find and manage.
| Component | Description | Usage Example |
|---|---|---|
| Portal | This is the main website for your Help Center. You can have one or more portals, for example, one for customers and another for internal training. | help.yourcompany.com |
| Category | These are the sections that organize articles within a portal. They function like folders to group content by topic. | "Billing", "Getting Started", "Integrations" |
| Article | This is the content page itself, containing text, tutorials, and answers. Each article belongs to a category. | "How to get a duplicate invoice" |
Step-by-step to create your Help Center
Creating and publishing your knowledge base with Papo Global is a straightforward process. Follow the steps below to set up your self-service portal.
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Access the Help Center Module In the Papo Global dashboard, locate and access the "Help Center" module. There, you will have an overview of all your portals, categories, and articles.
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Create Your First Portal The portal is the home of your Help Center. Start by creating a new portal and giving it a clear name, such as "Customer Help Center" or "Internal Knowledge Base". This will be the starting point for all your documentation.
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Define Categories With the portal created, the next step is to organize the structure. Think about the main topics your customers or team have questions about. Create categories for each of these topics. Good categories help users navigate content intuitively. Examples of categories:
- For customers: Getting Started, Payment Questions, Product Guide, Troubleshooting.
- For internal team: Sales Processes, Support Scripts, Company Policies, Tool Training.
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Write and Save Articles as Drafts Within the categories, start creating articles. The platform allows you to write content and save it as a
draft. This is useful for preparing material carefully, reviewing, and approving it before making it public. Use clear language, short sentences, and format the text for easy reading. -
Publish Articles When an article is ready, simply change its status from "draft" to "published". From that moment on, it will be visible to users accessing your Help Center portal. You can update, edit, or remove articles at any time.
Who is the Help Center for?
The Help Center module is a versatile tool that meets various needs of a growing business.
- Companies looking to scale support: Reduce the volume of repetitive tickets by allowing customers to find answers to common questions on their own.
- Customer Success Teams: Offer an onboarding and continuous education resource for users, increasing product adoption and satisfaction.
- Operations with remote or large teams: Create an internal knowledge base to standardize processes, train new employees, and ensure everyone has quick access to correct information.
- Businesses needing 24/7 support: A Help Center functions as an always-on support agent, offering help outside business hours.
Frequently Asked Questions
Can I have more than one portal in my Help Center?
Yes, the platform allows the creation of multiple portals. This is ideal for separating the knowledge base aimed at external customers from the one intended for internal team use, for example.
Is the Help Center integrated with Papo's AI?
Yes. The articles created in your Help Center can be used as a knowledge source to feed Papo Global's artificial intelligence. This allows the chatbot to provide more accurate and contextualized automatic responses, based on your official documentation.
Can my customers search articles?
Yes. The search functionality is integrated into the portal, allowing users to type keywords to quickly find the most relevant articles for their questions.
How can I organize article content?
You can structure content using headings, paragraphs, lists, and tables to make information clear and easy to consume. Good formatting is essential for the reader's experience.
Can I create a Help Center just for my team?
Absolutely. The module is perfect for creating an internal knowledge base. You can centralize tutorials on tool usage, process guides, company policies, and other important information for your daily operations.
Is the Help Center a paid feature?
The Help Center module is part of the Papo Global ecosystem of tools. For details on which functionalities are included in each plan, please consult the pricing page on the official website.
Read also
- Feeding AI: How to Create a Knowledge Base for Automatic Responses
- Papo Global dashboard overview: sidebar menu and modules
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