Managing a help center with limited resources is a challenge many support leaders know all too well. Even at larger companies, help centers often run lean, leaving small teams to juggle incoming requests, outdated content, and proactive updates — all while keeping customers and teammates equipped with reliable resources.
In these moments, prioritization isn’t just helpful; it’s a superpower. The key is focusing on what drives the greatest impact: empowering customers to self-serve, reducing ticket volume, and enabling your team with accurate workflows. It’s not just about putting out fires but planning for long-term success.
In this guide, Karen offers her unique perspective, sharing hard-earned strategies for balancing reactive and proactive work, making smart prioritization decisions, and building a help center that delivers outsized results — even with a small team.