At BrightLocal, we firmly believe that our tools should be as intuitive and easy to use as possible, that our Customer Success team should always be on hand to help, and that the information you need to get the most from our products and services is at your fingertips when it’s needed.
While we’ve been making incredible strides in the first two areas (we now have Customer Success representatives online for 23 hours of the day, 5 days a week, across 4 countries!) I have to be honest and admit that we’ve been lagging in that last area.
That’s why I’m so excited to announce the launch of the new and vastly improved BrightLocal Help Center, which you can always find at help.brightlocal.com, even if you don’t have a BrightLocal account or login!
Why not check it out now?
Help Center Video Overview
What’s in the new Help Center?
- Get answers fast with more powerful search functionality and over 300 improved FAQs
- Master BrightLocal tools and get new starters up to speed with 33 brand new, step-by-step product guides
- Navigate more easily with a cleaner design and new categories and sections
- Let us know what you’d like to see added to BrightLocal with our new Feature Request function
We’re still committed to being as available and responsive as always, but this massive new resource allows us to help our customers at a greater scale while putting the power in their hands.
A Truly Collaborative Project
As you can tell by the feature list above, this was a gargantuan project. Not only did we need to create and rewrite the content but processes were required to make sure the creation of Help Center resources remains a key stage in product planning and execution.
To achieve something this big required a truly collaborative approach, and relied on the expertise of members of every team in the business, from Customer Success and Marketing to Product and Business Development.
The UK Customer Success team (and honorary member Sookie)
We all have slightly different perspectives on the tools and our customers’ needs, so to take the time to define a unified approach to solving our customers’ problems together not only benefited this project but the business as a whole.
It took us a total of 645 hours and a lot of coffee to get to where we are now, and I couldn’t be more proud of the outcome. We really hope you enjoy using the new Help Center!
What’s next?
The Help Center will be updated regularly with new FAQs as the questions come in, as well as detailed guides on feature upgrades, new features and new products as we release them.
But that’s not all! Having this comprehensive resource in place means that we can now work on ways to surface the answers to your questions at the points you find yourself asking them, including better links from tools to user guides, in-tool videos, and much more.
I sincerely hope you find the new Help Center enjoyable and easy to use, and, well, helpful! Feel free to add your own suggestions and recommendations for further improvements in the comments below.
In the meantime, what are you waiting for? Go take a look!
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