Incorporate your Help Scout knowledge base into your customer support strategy to provide customers with self-service options and reduce the number of support tickets. A well-organized and up-to-date knowledge base can help customers find the answers they need quickly and easily.


Log in to Help Scout


Start by logging into your Help Scout account. Ensure that you have the necessary permissions to create and manage a knowledge base.


Navigate to the 'Docs' section

On the main dashboard, locate the 'Docs' tab on the left sidebar. This is where you can manage your Help Scout knowledge bases.


Add articles

Begin adding articles to your knowledge base. Each article should address a specific question or topic related to your product or service.


Organize your knowledge base

Create categories and subcategories that reflect your product or service areas. This will make it easier for customers to find the information they need.


Enable the Beacon chat widget

Beacon is Help Scout's chat widget that integrates with your website and knowledge base. Enable Beacon to allow customers to search your knowledge base directly from any page on your site.


Select Connected Mailbox in Beacon

After enabling the Beacon, navigate to Beacon settings and select the appropriate "Connected Mailbox." This will ensure the Beacon is connected to the desired mailbox for customer interactions.


Related Articles

To enhance the user experience, link relevant articles together. At the end of each article, add links to other articles that offer complementary information or address related queries.


Review knowledge base performance


Regularly review the performance of your knowledge base using the 'Docs' report in Help Scout. Use these insights to continually improve and expand your knowledge base.

By incorporating your Help Scout knowledge base into your customer support strategy, you can provide your customers with the best possible experience. This can lead to increased customer satisfaction, reduced churn, and improved customer loyalty.

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