Free Intercom help centre audit
Your help centre answers the questions you wrote articles for. The audit finds the ones you did not. Send us the address of your public Intercom help centre and a person on our team reads it and emails you a short list of gaps within two working days.
Auditing it yourself
- 1List the questions customers ask most, from tags, conversation topics or your own memory of the queue.
- 2Open the help centre and check each one has an article a customer would find: account, billing, payments, troubleshooting.
- 3Go through every collection and note the ones with one or two articles, or headings with nothing useful under them.
- 4Compare the languages the help centre is published in with the countries you sell to, and the article count with how much your product does.
The problem: You wrote the help centre, so you read it as the author, not the customer. The gaps that cause tickets are the ones you no longer notice.
The free audit
A person reads your public help centre the way a customer would and writes up what is missing. No login and no Intercom access: we only read public pages.
- Missing topics: account and login, billing, payments and refunds, troubleshooting.
- Thin collections: sections that look covered in the navigation and are not.
- Language coverage: one language for a product sold in several countries.
- Article count against product complexity, with what to fix first. Emailed to you within two working days.
Who writes the audit?
A person on the Supportman team, not a script. It is a short written list of gaps and what to fix first.
How long does it take?
Within two working days of your request.
Why do help centre gaps matter?
Each missing or thin article becomes repeat tickets, and gives Fin nothing to answer from. Customers who cannot find an answer leave bad ratings that usually sit unread in Intercom reports. Supportman posts those ratings to Slack as they land.
Does it work on any help centre?
Public Intercom help centres, including ones on a custom domain. If yours is private or on another platform, we will tell you within the same two working days.