📌 At a glance:
- New search functionality: ask a complete question and get an immediate answer
- One central multilingual environment
- Structure follows the structure of the PMS and CMS
- Cleaned up and updated content
- Faster response, fewer clicks
A smarter Help Center for faster support
Have you seen our new Help Centre? Behind the scenes, our colleagues Karin Olde Keizer and Teddie Hochrath, both copywriters at Booking Experts, worked for months on a major update of our support environment. What started as a need for better findability grew into a complete restructuring of how we share our knowledge.
'If you made a typo in your search term, you wouldn't get any results. That's frustrating for users who need an answer quickly.' - Karin
From fragmentation to overview
Previously, the knowledge base was maintained by the Customer Success Team. When Karin started in September, she became the point of contact. This created consistency and ownership over the content.
The main challenge? User-friendliness. It was difficult to search in the old knowledge base. The information was there, but users had to thoroughly search for the right article or type in the exact search terms.
What are the improvements?
1. Search for a full question
Users can now type in complete questions, like in Google, and receive clear answers immediately.
'You no longer have to scroll endlessly through long articles', explains Teddie.
2. One central multilingual environment
Previously, each language had its knowledge base. Now, all languages are integrated into one system. This saves time for our team and makes life easier for you as the user.
3. Recognisable structure
The structure of the Help Centre is now aligned with the structure of our PMS and CMS. What you see in the system is reflected in the Help Centre.
4. Up-to-date content
All articles have been cleaned up and updated. Thanks to smart API scripts by colleague Stefan Kroes, existing content could be efficiently migrated. Less manual work means more focus on quality.
Feedback as fuel
This improvement is not a one-time project, but an ongoing process. Karin and Teddie regularly receive input from the Customer Success team and the Product team. This is how we make sure that:
- Outdated articles are updated,
- New features are documented on time,
- User questions are answered faster.
Next, the focus will be on adding French content, which was missing in the old knowledge base.
💡 Tip!
In the old knowledge base, searching by keywords was the way to go. In the new Help Centre though, we recommend typing in a full question so that you get the right answer immediately without having to read an entire article.
Haven't checked out the new Help Centre yet? Take a look here. Any questions? Please contact our Customer Success team, they will be happy to help you.
