Telus

The Canadian telecommunications giant offers a broad range of services, from broadband and TV subscriptions to home security and healthcare apps. They organize their help center as a portal with a gateway to support for each of the products and services on offer. 

With such a volume of content spread over more than 20 categories, it’s only natural that the focal point of the homepage is search. Results have filtering options, so visitors can quickly look up articles, FAQs and videos on the topic. Search is also supplemented by an AI summary with a brief answer and a link to the source for more information. The help center offers other ways to navigate the wealth of information, too. Quick actions and suggested articles sections provide handy shortcuts for the most-used content. The Neighborhood, Telus’s community forums, is another great way to get answers from other people or the support team.

Articles are organized into collapsible sections, which makes instructions easy to scan for specific answers.  It’s also a way for Telus to build very comprehensive content without overwhelming customers, which is especially important when your audience is broad and includes people not very familiar with technology. The articles are detailed and specific, with videos, screenshots and conveniently placed links to relevant services.

It’s a stellar example of remaining user-friendly and putting accessibility first at a very large scale.