I recently shared my very first blog article for Boréalis, in which I had the pleasure to introduce our (super!) Customer Care team. I also talked about the overall customer experience and all the little things we do to make sure our users enjoy all the features our application has to offer. In the same line of thinking, today I’m presenting our freshly revamped online help center. It’s among the key tools we offer to support our clients’ activities.
Being a Boréalis client means that in addition to getting the support from a great team that’s available to assist you in your daily activities, you also get access to how-to articles, detailed documentation and quick tips to help you navigate through your application.
Looking for something? Here’s where to find it!
You can search for and view various articles directly from your Boréalis Application. We recently made everything available in a single click: simply look for the help button (?) in the top right corner of the application. This little guy allows you to search in our online documentation and read whatever’s of interest to you, at the time being. If you can’t find what you’re looking for, simply use the Contact us button and send us your question. We’ll be happy to answer your request and make your experience as seamless as possible!
Whether you’re looking at the articles directly from your Boréalis Application or in the online help center, you’ll find the same content. What’s the perk of opening another tab for the help center? Pictures and text are much bigger and easier to read there (you know, just in case you forgot your reading glasses).
What should you expect to find in the help center?
First, you should know that the documentation in the help center is available to anyone. All you need to do in order to access it is creating an account, and then signing in to access the entire database.
Our doc is divided to match the various modules available in the application. As you can see in the image below, all you need to do is click on the module you are interested in to see all the articles related to it.
If you don’t know which module a feature you’re looking for is part of, just use the search bar, enter keywords, and hit Enter to access all the articles containing your search criteria.
In the Getting started section, you can read all about the overall basic functions of the platform, and how the application works altogether. This section is mostly useful for someone who feels a little lost and wants to gain speed while navigating through records.
In the Analytics section, you’ll find information on how to create reports, how to use filters on widgets and how to automatically send reports to your team. While this might be for more advanced users, it can also help new users create basic graphs and tables, right from the application. Plus, you’ll even find answers to some of the most daunting questions you may have, like for example: what does Previous period mean?
So… what makes our help center different?
We update the information regularly (as the product is constantly evolving and improving) and add new articles every week. Plus, every 2 months or so, we go through some identified articles and update or add missing information. This means you always have access to the latest news!
In addition to these updates, we publish weekly articles, and each member in the Customer Care team participates. We review each other’s articles to make sure everything is user-friendly, very clear and intuitive, and also to make sure nothing falls through the cracks.
How do we identify which articles to write first and what would be in our clients’ best interest? We prioritize the most frequently asked questions, which we gather via the emails and messages you send us. That’s why it’s very important that if you have any doubts, questions or challenges when using the app, drop us a line by email. Who knows, your question could also be on the minds of several other users and it might be the next article we release! Talk about win-win.
We also keep track of every search users make in the search bar. In addition to being another great source for pain points, we’re able to know if you find what you’re looking for in the help center. This helps us identify what our clients want to read about and add new articles based on that. And yes we do know about you, the person who typed “Kia Sorento 4*4” in the search bar…;)
Key takeaway here is that our work could not be completed without our users’ active participation (this means you!). So, what makes our online documentation different? We create it for you, based on your needs and requests, and both our input as the Customer Care team and yours as stakeholder engagement practitioners are essential to enrich it.