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UPowr's help centre
UPowr's help centre was a basic static site that customers couldn't reach from inside the product. Whenever they had a product question, they'd default to email, which was slow for them and unsustainable for us.
I'd been pushing to embed the help centre inside our product. As the customer support load grew, the case became hard to ignore.
We landed on Helpscout. Its Beacon widget brought the help centre, AI answers based on its content, and a contact channel to the team into our product. I rebuilt the help centre from scratch.
The work had three main parts.
Information architecture. I designed an eight-category structure. A Getting started path for new customers, and for everyone else, two workflow categories for sales and service work, plus tool-led categories for Console, the Installer app, admin, and integrations.
Articles. I wrote every article in plain language, varying the structure depending on whether it explained a concept, walked through a task, or served as a reference.
Arcade walkthroughs. For key task articles, I recorded an interactive Arcade walkthrough and embedded it inline so customers could read or click through it.
The Arcade walkthroughs were the part customers responded to most. One specifically called them out in onboarding feedback.
"I liked having the guide side-by-side while performing actions."
My takeaway from this project is that customers don't ask for help from a separate site, they ask from where they are. Embedding mattered, but so did giving them a way to ask in their own words rather than searching for the right article.