Public help centre
On this pageWhat it is
What it is
A public help centre is a website of help articles that is open to everyone, including search engines. Customers can find answers before they contact you, and potential buyers can read how your product works. Tools such as Zendesk, Intercom, Help Scout, Document360 and Freshdesk can publish one. It differs from an internal wiki, which is private.
Why it matters
A public help centre reduces repeat questions and can bring in visitors who search for a problem you solve. It also shows prospects how you support customers. It matters for products with many customers or recurring questions. Some businesses prefer to keep documentation behind a login, for example for confidential material, so the option to control public and private articles matters.
What to check
- Can you mix public and private articles in the same tool.
- Is the content indexed by search engines, and can you edit page titles and descriptions.
- Can you restrict some sections to logged-in customers.
- Can the help centre be translated for customers who speak other languages.
Tools with Public help centre
Manage customer support tickets across email, chat and social channels with knowledge base tools.
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Centralises customer support across email, chat, social and SMS for ecommerce stores with order-data integration.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Powers knowledge bases and help centres with AI search, chatbots and an AI writing agent.
Also in other categories
Tools filed under other categories that have Public help centre.