Help Center

A help center is a self-service section for users: short answer articles to specific questions — “how to change a plan”, “what to do if an email does not arrive” — grouped by topics, with search and FAQs. For example: a user cannot log in, types “code not arriving” into the search, opens a short step-by-step article, solves it in a minute and does not write to support. At the bottom of an article there is “was this helpful?” and a contact button if no answer was found. Unlike a documentation website, which has full guides and a reference for the whole product (see the “Documentation website” service), and API documentation for developers (see the “API documentation” service), a help center is shorter and simpler — it removes typical requests rather than describing the whole product. Ready services (Zendesk, Intercom, HelpCrunch) suit a standard help center; your own is needed when your own brand, non-standard structure and integrations matter. The base price starts from 90,000 ₽; the total depends on the volume, integrations and ticket support.

• Support drowns in the same questions — answering by hand what could be described once.
• Users cannot find an answer and immediately write or call — load and frustration grow.
• Instructions are scattered across emails and chats — there is no single “how to use it” place.
• You want to reduce support load, but without a separate expensive service with a per-user subscription.

• Categories and answer articles: “how to”, “what to do if”, by topic
• Search across the base and a FAQ block
• Popular and related articles, topic navigation
• A “helpful / not helpful” rating and article feedback collection
• A contact button, request form or integration with a chat and ticket system
• Convenient article editing: a no-layout editor, images and video
• Responsive, fast loading; SEO foundation — articles are found in search
• Analytics: what people search for, which articles do not help — to improve them

• Fewer support requests — users solve typical issues themselves
• A single “how to use it” place instead of emails and chats
• The “was this helpful?” ratings and search show what is missing — the base is extended and the flow of requests drops
• Your own brand and no monthly per-user fee — unlike ready services

• You leave a request and describe the product, topics and where to route inquiries
• We design the topic structure, articles, search and support connection
• We develop, fill it with base articles and launch

• How is a help center different from a documentation website and API documentation?

  A help center answers specific user questions briefly — “how to”, “what to do if”. A documentation website is the whole product: full guides, a reference, architecture for in-depth study. API documentation describes endpoints for developers. They are often part of one portal, but a help center is the shortest and is about quickly solving typical questions.

• How is your own help center better than ready services (Zendesk, Intercom)?

  Ready services are fast to start, but charge per agent and contact — with a large user base this gets expensive; and not everything is customizable. Your own pays off when you have many users (no fee for volume), need a non-standard structure, integration with your product and a single brand without a third-party logo.

• How much does it cost and what does the price depend on?

  The base price starts from 90,000 ₽ for a help center with topics, articles, search, a “helpful” rating and a contact form. Migrating a large volume of articles, a ticket system, chat, multiple languages and complex integrations are estimated separately. We calculate it after you describe the task.