UPS

Few companies in the world offer support on a scale as large as UPS, the shipping and logistics giant. There’s a huge volume of tracking and delivery requests to address, each with slightly different requirements based on the customer and region. For a help center to be effective in these circumstances, it needs to be able to streamline the complexity of support for shipping, and UPS does that exceptionally well.

Search is often the most prominent feature of a knowledge bas. But what works in more static environments wouldn’t cut it in a space as dynamic as shipping, where speed is of the essence. So instead of making search the focal point, UPS puts their conversational assistant front and center with the most common queries pre-populated as buttons to guide the customers. The AI can offer personalized help with the most common questions and requests, like changing the delivery address or scheduling a pickup. Of course, it’s not just AI. The homepage also surfaces popular articles in several categories and provides a comprehensive, tabulated FAQ, thanks to which most people will be able to find the answers they’re looking for without ever having to leave the homepage.

Those who delve deeper than the homepage will find a wealth of resources. Rather than traditional support articles, UPS provides something closer to help hubs for different topics. They’re interactive and focused on helping the customers accomplish tasks rather than purely on conveying information. You can schedule services, request quotes and update delivery preferences with one or two clicks from the help center.

UPS deserves all the accolades for one of the most effective help center homepages for a tremendously complex business.