The Two Types of Help Your Users Need

The text discusses the importance of effective help content in creating a positive user experience (UX). It emphasizes that valuable help should be relevant and actionable, catering to users at different stages of their customer lifecycle. Two categories of help are identified: push help, where users receive unsolicited advice; and pull help, where users actively seek information. The text provides examples of tools for offering both types of help, such as searchable documentation, explainer videos, demos/webinars, product tours, pop-up chats, lifecycle emails, and more. It concludes by highlighting the need to tailor push and pull help based on individual user behavior and attributes to empower users to succeed with a product.

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