- Help Desk + Knowledge Base
Help desk systems that reduce tickets and make customers self-serve
Cham builds knowledge systems that answer customers before they message you, with clean structure, high-quality search, and content that becomes a reliable reference for your team and your AI.
Implemented on platforms like
- Investment
Help desk + knowledge base for serious operations
We scope based on support volume, content depth, and deflection goals, not “number of articles” or “tool setup.” Proposal-based beyond the minimum.
Proposal based
Minimum engagement: $6,000
How we determine pricing
- Starting point (new build vs restructuring an existing help center)
- Scope depth (product, onboarding, billing, troubleshooting, policies)
- Ticket volume + top issue clusters
- Content format (articles only vs articles + micro-videos + visuals)
- Deflection strategy complexity (gating, routing, triggers)
- Multi-product or multi-audience complexity
- Timeline urgency
- Ongoing maintenance + analytics (optional)
Included in all Help Desk + KB Projects
- Support baseline + ticket/topic mapping (fast, focused)
- Information architecture + article templates
- Deflection strategy (what to document, what to keep human)
- Search optimization rules (titles, tags, synonyms, linking)
- Launch checklist + QA pass (so it’s usable on day one)
- Documentation + governance pack (ownership + maintenance plan)
- Foundation
A help desk doesn’t reduce tickets, a maintained knowledge system does
Most help centers fail because they’re unstructured, stale, and impossible to search. We build a knowledge system that customers can actually navigate — and that your team can maintain without chaos.
1) Information Architecture
Clean categories, “start here” paths, article standards, and navigation that matches how customers think — not how teams internally label things.
2) Deflection + Support UX
We design the help experience to reduce repetitive messages: suggested articles, smarter contact flows, and routing rules that keep your inbox clean.
3) Trust + Adoption
Clear writing, visuals, and micro-videos that build confidence. The goal is fewer back-and-forth questions and faster resolution.
- Deliverables
What you actually receive
A usable help system that reduces support load, not a generic “help center”
1) Support Baseline + Topic Map
Top ticket categories, repeated questions, and the “high-leverage” content plan.
2) Information Architecture (IA) Blueprint
Categories, collections, navigation, and “start here” paths tailored to your product and audience.
3) Article Templates + Writing Rules
Consistent formatting, tone, and structure — so every article feels professional and easy to scan.
4) Core Knowledge Base Build
A prioritized set of articles that cover onboarding, common issues, billing, policies, and troubleshooting.
5) Search Optimization Pack
Customer-language titles, synonyms, tags, internal linking, and “no results” recovery.
6) Deflection Strategy + Contact Flow Design
Suggested articles, contact gating, ticket form structure, and routing logic to cut repetitive messages.
7) Visuals + Micro-Video Library (if included)
Annotated screenshots, short walkthrough videos, and simple SOP-style content that customers actually use.
8) Governance + Maintenance Plan
Ownership rules, review cadence, change log process, and how new questions become new content.
9) Launch + QA Checklist
Usability checks, broken link sweep, mobile review, and final “customer-ready” validation.
- Fit Check
Built for serious offers
If you want fewer repetitive messages and a help system customers actually use — you’ll fit. If you want a cheap “help desk install” — you won’t.
✅ Good fit if…
- You have recurring support questions and want real deflection
- You care about clarity, structure, and brand credibility
- You want a system your team can maintain
- You want content that also strengthens onboarding and trust
- You want your knowledge base to support AI safely
✕ Not a fit if…
- You want the cheapest template help center
- You expect deflection without content quality and structure
- You want random articles with no maintenance plan
- You want to publish policies/answers without alignment
- Nobody will own updates after launch
Not sure? Apply anyway — you’ll get a clean yes/no and a scoped proposal if it’s a match.
- Process
How the Project Runs
Clear checkpoints. Fast decisions. Customer-ready outputs.
We audit your current support flow and cluster the highest-leverage questions.
We design the structure, navigation, and templates to keep content consistent.
We build the core articles, visuals, and optional micro-videos.
We implement suggestions, gating, routing, and ticket form logic.
We optimize titles, tags, synonyms, and run usability checks.
We deliver a maintenance plan so the help desk stays accurate and useful.
The help desk should reduce effort — not create new work.
- Engagement Options
Different scopes, depending on what you need
Options
Primary goal
- Case Studies
Operational Outcomes That Compound Over Time
A knowledge system pays back every week — fewer tickets, faster resolution, better trust.
Building Trust & Local Authority for a Multi-Location Medical Practice
Health and Wellness & Medical
- 40% reduction in front-desk call time per new patient
- 35% reduction in no-show rate for new patients
- Website conversion rate: 2.1% → 5.6%
- Outcome Summary: “ The consultant shifted from a referral-dependent practice to a repeatable, inbound-powered authority brand, with systems that support bigger deals and a smoother client journey.”
Launching a SaaS Startup’s Authority Engine: Website, PR & Automation
Real Estate & Technology & SaaS
- 37% reduction in repetitive support tickets
- 9/10 average “clarity” score in user testing
- +48% uplift in trial-to-paid conversion rate
- Outcome Summary: The consultant shifted from a referral-dependent practice to a repeatable, inbound-powered authority brand, with systems that support bigger deals and a smoother client journey.
Scaling a National Retail Brand Through SEO, Conversion Design & Automation
E-commerce & Retail
- Support tickets per 1,000 orders: 410 → 242 (–41%)
- First-response time: 11 minutes → 45 seconds (median)
- Conversion rate: 1.9% → 2.8% (+47%)
- Outcome Summary: The consultant shifted from a referral-dependent practice to a repeatable, inbound-powered authority brand, with systems that support bigger deals and a smoother client journey.
- Why Cham
Cham vs typical agencies
Typical agencies
- Install a tool and call it “a help desk”
- Publish scattered articles with no structure
- Ignore search quality and customer language
- No deflection strategy → inbox stays busy
- No governance → content rots over time
Cham
- Information architecture + templates + clarity first
- Deflection strategy built into UX and contact flows
- Search optimized for how customers actually ask
- Visual answers and micro-videos that reduce follow-ups
- Governance + maintenance plan so it stays useful
We didn’t need ‘more support agents’, we needed fewer repetitive questions. Cham structured our help center like a product: clear categories, short answers, and videos where text wasn’t enough. The biggest win is consistency: customers find answers without guessing, and our team finally stops rewriting the same explanations
Nika Mammadova
Head of Customer Support, Marketplace Platform
- Next Step
If you’re serious about reducing tickets, we’ll scope it properly
Tell us what you sell, what customers keep asking, and what you want to reduce. If it’s a fit, you’ll get a scoped proposal, not vague promises.
- FAQ
Frequently Asked Questions
1. Is this just installing a helpdesk tool?
No. Tools don’t reduce tickets by themselves. We build the structure, content system, and deflection UX that makes the tool useful.
2. How do you decide what to document first?
We map support topics by frequency and impact, then build the highest-leverage answers first — the ones that remove the most repetitive messages.
3. Can you add videos to the help desk?
Yes. Micro-videos and annotated walkthroughs often reduce follow-up questions more than text alone.
4. Will this work for both visitors and customers?
Yes. We can structure content for pre-purchase questions (buyers) and post-purchase support (customers), with clear segmentation.
5. How long does it take?
Depends on content depth and scope. You’ll get a timeline after baseline mapping and topic prioritization.
6. Who maintains the knowledge base after launch?
You can — we provide governance and templates. Or we can maintain it on a monthly retainer.
7. Can this reduce chat and email volume?
That’s the point. We design deflection flows, suggested articles, and contact gating so common questions resolve without a message.
8. What about search quality?
We optimize titles, synonyms, tagging, and internal linking, and track “no results” terms to continuously improve findability.
9. Can this be used for AI chatbots later?
Yes. A structured KB becomes the safest source of truth for AI references and consistent answers.
10. Do you offer ongoing optimization?
Yes. Most teams benefit from ongoing review: new questions, product changes, and analytics-driven improvements.