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April 20, 2022

Say Hello to the New Lob Help Center

by 
Aya Maeda

We built an API-based platform to solve the challenge of automating direct mail, and the sky’s the limit when it comes to what you can do with Lob. That being said, we found that some of our users were stuck on the runway when it came to executing their direct mail sends.

Our suite of products is evolving to meet more diverse needs and becoming more sophisticated in terms of direct mail creation and production. This means our API documentation and product resources need to evolve to support our non-technical users and enhance their experience with our products. 

To better serve all our users and ensure your data-driven direct mail programs perform, drive ROI, and meet on-time delivery requirements, we needed to make sure our product documentation was easy to find, understand, and actionable. That’s why we’re announcing our new Lob Help Center.

With our new Help Center, you can unlock the potential of Lob and get the most out of your direct mail with expert-level guidance in a self-service platform. With a more intuitive and organized layout, you can quickly find the help you need to build a robust direct mail program.

The evolution of the Help Center

Our new Help Center better aligns with one of our core values: To curate experiences for our customers. 

Before, our product documentation was redundant and repetitive as it was split across three different sites: API documentation for technical users, design guides and best practices, and a support page that was overwhelming to wade through. For teams new to direct mail as a channel or to automation using APIs, our documentation lacked details to fully understand our products, incorporate direct mail into existing business workflows, and optimize it for better results. It was time to consolidate all of this information into one helpful central hub and mirror how customers use our products. 

New features of the Lob Help Center

Lob Help Center welcome screen

A choose-your-own-adventure approach

Depending on where your team is on your direct mail automation journey, you may have very different needs and levels of familiarity with the channel or the Lob platform. We structured the Help Center so you can get the information you need quickly and easily. You can find different categories of help documentation in a new user-friendly navigation system, so you can quickly browse through relevant topics to read.

The main content categories include:

  • Welcome to Lob
  • Print & Mail
  • Address Verification
  • Developer Documentation
  • Account Management
  • Resources

Product information is now unified in one place and organized in a way that matches how actual users of Lob would create and send direct mail, as well as how you analyze the results. 

In addition to this new navigation system, the Featured Articles section will dynamically surface popular content among other Lob users.

Lob Help Center search results

The search bar

Not exactly sure where the information you’re looking for lives? No problem. Type your question into the search bar at the top of the page to instantly find results matching your needs. The Help Center surfaces articles matching your search terms to help you find what you’re looking for or refine your search. No more scrolling through pages of irrelevant results (or hopping between different sites) to get the answers you need.

Lob Help Center dynamic personalization content

Greater ease of navigation

Once you’re in an article, you’ll see a left-hand navigation bar, and an anchored table of contents on the right-hand side of any article so you can quickly navigate to the appropriate section to read on. This table of contents will also highlight as you scroll. These sections are also anchored in the URL. So, if someone else on your team has the same question, you can easily share the link with them.

Plus, the search bar is anchored at the top of each article if you want to find a specific keyword or item within the article.

Expanded content for developers & integrations

Not only did we surface popular developer documentation and made it easier to find and navigate in the Help Center, but we’re also featuring more developer-focused content, including quick starts and new guides about using our products that's not found elsewhere.

For those constrained for time or engineering resources and seeking to leverage third-party integrations, we also have a new library of walkthroughs to make your experience with Lob even better (and faster, too).

A direct mail glossary

From ACS to ZIP+4, our comprehensive glossary defines key direct mail terms. Whether it’s Lob-specific terminology or industry-wide acronyms, our glossary will help you understand what you need to know to feel comfortable with direct mail and USPS-related offerings.

The answerbot

If you need further support with topics you can’t find in our Help Center, our answerbot located in the bottom right corner of the Help Center is always available to direct you to answers that are directly pulled from our Support & FAQ page.

Visit the Help Center

Can’t wait to check it out? Head on over to the Lob Help Center and take a look around. We invite you to revisit the site to see new product topics and direct mail best practices and tutorials that will be added in the future.

As always, our Customer Support team is here to help with a quick Contact Us link at the top of the Help Center should you need it. For developers, our API description documentation is always available in our API Reference.

This blog provides general information and discussion about direct mail marketing and related subjects. The content provided in this blog ("Content”), should not be construed as and is not intended to constitute financial, legal or tax advice. You should seek the advice of professionals prior to acting upon any information contained in the Content. All Content is provided strictly “as is” and we make no warranty or representation of any kind regarding the Content.

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