Criteo

As a commerce media platform helping marketers and advertisers optimize their spend down to the decimal point and drive conversions, Criteo serves an audience that requires speed and precision. Their help center is all about that, making sure Criteo customers find the exact answers they need with no hassle.

The help center encourages the use of AI, which is built into search. The search bar automatically recognizes queries phrased as questions and surfaces AI answers alongside regular keyword search results. The AI interface is fully conversational, allowing visitors to use their preferred method of browsing content. Keyword search, meanwhile, divides results into whole guides and individual steps, allowing for extra granularity in results.

Criteo is a complex and powerful product, and requires a robust knowledge base to support it. The help content does an excellent job of reducing the mental load on customers by providing branching guidance. Combined with a good use of screenshots and legibility improved by text formatting, it leads visitors to the right information without overwhelming them with a deluge of detail. And the ‘What’s New’ category on top of the homepage makes sure the help center isn’t just a place for troubleshooting, but also learning about the product.

Criteo uses a Stonly knowledge base.