How do I get help from you?
What charities and nonprofits need to publish
The people who most need this page are often the least able to navigate a complicated one. Clarity here is a service obligation, not marketing.
How customers actually ask it
The same intent arrives in wording your page probably does not use. All of these mean the same thing:
- “How do I get help from you?”
- “do I qualify”
- “can you help me”
- “how do I apply”
- “eligibility criteria”
What a complete answer contains
For charities and nonprofits specifically, an answer is only complete when it covers all 5:
- 1
Eligibility criteria in plain language, at a low reading level
- 2
What the application actually involves and how long it takes
- 3
What documents or information are needed before starting
- 4
Realistic time to a decision
- 5
Where to go instead if they are not eligible — never a dead end
A worked example
Illustrative — not a real business
You can apply if you live in the county and are over 60. The form takes about 15 minutes and you will need your address and date of birth — no financial documents at this stage. We decide within ten working days and call you either way. If you are not eligible, we will tell you who can help instead.
Which page should own it
Get help page, linked prominently from the homepage
What silence costs
An unclear eligibility page means the people your organisation exists to serve do not reach it. That is a mission failure, not a conversion one.
More questions charities and nonprofits get
Related
term
What is AI customer service?
AI customer service means answering customer questions with a language model rather than a person. The useful implementations are grounded in a specific business's own content; the poor ones let a general model improvise, which produces confident answers that are wrong.
term
What is a knowledge base?
Traditionally a knowledge base is a help centre humans read. For AI support it is the source material a representative answers from — which means an ordinary website, well written, can serve as one without a separate help centre.
use case
Answer customer questions from your own content
Answering questions well means answering them from something true. RubyRep retrieves the relevant passages from your site before it writes anything, and cites the page it used, so an answer can always be checked.
Does your site answer this already?
Point RubyRep at your website and ask it this exact question. If it cannot answer, neither can your customers.