How Should a PC Gaming Website Organize Its Help Center? | Community
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How Should a PC Gaming Website Organize Its Help Center?

  • August 26, 2026
  • 1 reply
  • 79 views

I'm working on improving the support experience for a PC gaming content website and am considering Intercom for customer communication and self-service support.

The website covers various types of PC gaming content, so visitors may need help finding guides, understanding technical information, or navigating its sections.

I'm wondering how you would structure the Help Center. For example:

  • Should articles be grouped by topic or user journey?
  • How many categories are ideal for a smaller website?
  • What are the best ways to identify common questions?
  • Can Fin help visitors find the right information when their questions are vague?

I'd appreciate hearing how others have structured Intercom for a content-focused website.

Best answer by melzayat

Hi ​@josephfery ! 


I have worked with a similar company, helping them build a help center: https://snaau.co/ 
The ideal path towards this is first creating an information architecture, basically a map that classifies types of content into bigger categories. I do this in a mapping/diagring tool like FigJam.

For this type of customer, what I've done is create collections around:

  • sign-up and login
  • purchasing
  • troubleshooting
  • billing
  • deliveries and logistics

You can identify the user journey and group them by topic, but focus on the user journey to understand the questions that you need to cover. In terms of identifying common questions, the best would be to first launch a help center with the basic questions that you would normally find or that they got asked in the past, and then build upon questions that get asked after.

Fin is pretty smart in understanding what the user is trying to say, and as long as your content is covering the right questions, it'll work its way around it and reply accordingly. 

I'd be happy to jump on a call next week and chat more about your client to see if we can collaborate together on the project that you're working on :) 

Here’s my booking link: https://calendar.app.google/4sGsm8YV6GWLdpDm6


Mel

tovana.studio

    1 reply

    melzayat
    Innovator ✨
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    • melzayat
    • Innovator ✨
    • Answer
    • September 4, 2026

    Hi ​@josephfery ! 


    I have worked with a similar company, helping them build a help center: https://snaau.co/ 
    The ideal path towards this is first creating an information architecture, basically a map that classifies types of content into bigger categories. I do this in a mapping/diagring tool like FigJam.

    For this type of customer, what I've done is create collections around:

    • sign-up and login
    • purchasing
    • troubleshooting
    • billing
    • deliveries and logistics

    You can identify the user journey and group them by topic, but focus on the user journey to understand the questions that you need to cover. In terms of identifying common questions, the best would be to first launch a help center with the basic questions that you would normally find or that they got asked in the past, and then build upon questions that get asked after.

    Fin is pretty smart in understanding what the user is trying to say, and as long as your content is covering the right questions, it'll work its way around it and reply accordingly. 

    I'd be happy to jump on a call next week and chat more about your client to see if we can collaborate together on the project that you're working on :) 

    Here’s my booking link: https://calendar.app.google/4sGsm8YV6GWLdpDm6


    Mel

    tovana.studio

    Mel Zayat - Book time with me to review your Intercom and CS workflows: https://calendar.app.google/7DD4MHxouqcEcopc8
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