Chatmyer offers both a Help Centre and an Announcements module—each serving a unique purpose in customer communication. Knowing when to use which can significantly improve how you support, educate, and engage your visitors.

Let’s break down the key differences:

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🧩 Help Centre: Informative & Evergreen Content

Purpose:

The Help Centre is a structured knowledge base designed to address frequently asked questions, how-to guides, troubleshooting steps, and detailed explanations of your products, services, and policies.

Ideal For:

• Common customer queries (e.g. shipping, returns, pricing)

• Technical support guides

• Product usage instructions

• Account management help

• Sales-related FAQs

• Company policies

Key Benefits:

• Always available via the Chatmyer widget

• Organized into categories and searchable

• Allows self-service, reducing support tickets

• Ideal for evergreen content that doesn’t frequently change

Example Articles:

• “How to Track Your Order”

• “Return & Refund Policy Explained”

• “How to Use Our Product Size Guide”

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📢 Announcements: Urgent & Time-Sensitive Updates

Purpose:

Announcements are for broadcasting updates, promotions, or important news that require instant attention or are valid for a limited time.

Ideal For:

• Limited-time discounts or sales

• New product launches

• Service downtimes or maintenance notices

• Holiday operating hours

• Policy changes effective from a specific date

• Important company updates

Key Benefits:

• Instantly visible in the Chatmyer widget

• Can trigger notification alerts to active users

• Great for real-time engagement

• Allows tracking of user interaction with the announcement

Example Use Cases:

• “🎉 Summer Sale – Flat 25% OFF This Week Only!”

• “🛠 Scheduled Maintenance Tonight at 2 AM”

• “🚚 Free Shipping Extended Until Sunday!”

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🆚 Help Centre vs. Announcements – Quick Comparison:

Feature	Help Centre	Announcements
Content Type	Informational, detailed, evergreen	Urgent, promotional, short-term
Location in Widget	Inside “Help Centre” tab	Highlighted in widget top area
Frequency of Updates	Occasionally	Frequently
Ideal For	FAQs, support guides	Alerts, promotions, new updates
Visibility	On-demand (searched/viewed)	Push-based (auto visible)

✍️ Best Practice

Use the Help Centre to educate and empower your visitors with answers to recurring questions.

Use Announcements to grab attention for time-sensitive updates and drive immediate action.

Combining both strategically ensures you reduce support load, increase conversions, and keep your audience informed in real time.