Walmart

Being one of the largest companies in the US and operating in retail, which naturally generates a large volume of support requests, Walmart needs an exceptional help center. One that can enable self-serve support for millions of customers. They achieve just that with a support hub that prioritizes personalization and robust, easily discoverable content.

The large panel on top of the help center offers actions that customers want to accomplish most often: edit or track an existing order, schedule pickup or delivery, or explore the benefits of their Walmart+ membership. This alone resolves most of the issues for customers visiting the help center. Right below the panel is the search feature, which shows suggested and most frequently visited articles as you type. 

The articles are dense with information but laid out in a way that makes them accessible. Frequent use of subheadings makes scanning the content fast and easy, and all instructions have been broken down into convenient lists. The sidebar navigation also allows you to quickly hop between different articles. Finally, all content has a button for quickly starting a chat with support if needed.

The help center is huge, but Walmart has put a tremendous effort into making the content discoverable.