Customer story

How ChargeNode reached a 73% self-service resolution rate

ChargeNode, the Nordic EV charging operator, had its whole help center moved to HelpCenter.io in six days. Then we shaped it, one detail at a time, into a help center that looks, reads and works like ChargeNode in four languages. With the new help center, ChargeNode was able to achieve a 73% self-service resolution rate.

Get your free migration Visit help.chargenode.eu (opens in a new tab)
self-service resolution rate
73%
to move every category and article
6 days
languages: Swedish, English, Danish and Norwegian
4
from signing up to launch
5 weeks
ChargeNode's help center home page on desktop, in Swedish: the ChargeNode header over a hexagon-grid image of a car park, a search field, and a card for each kind of reader
The same help center on a phone, in dark mode
help.chargenode.eu on desktop in light mode, and on a phone in dark mode.
The brief

One help center for every kind of ChargeNode customer.

ChargeNode is the largest charging operator in the Nordics, with more than 70,000 charge points. It builds and runs EV charging for property owners, housing cooperatives and businesses, and it serves the drivers who plug in every day.

That makes for very different readers. A driver wants to pay with a QR code. A property owner wants a guide to the portal. A business wants company accounts, and an installer wants the manual. ChargeNode wanted one help center that served all of them in their own language, looked unmistakably like ChargeNode, and stayed easy for its customer success team to keep current.

The timing mattered too. ChargeNode was relaunching chargenode.eu in the spring of 2025, and its help center was moving to a home of its own.

What ChargeNode asked for

  • The same fonts and colours as the brand book.
  • A home on ChargeNode's own domain, linked from the website.
  • Room for step-by-step video guides.
  • An editor the whole customer success team could work in.
The migration

Every article moved in six days. Live on its own domain in five weeks.

The migration was free and done for them. ChargeNode sent a short written brief and its brand book, and our migration team moved every category and article, including a charging guide from chargenode.eu.

While the content moved, our customization team started on the design and ChargeNode's team learned the dashboard in a live onboarding session. The launch date was ChargeNode's call: its team used the weeks before it to update articles for a new version of its portal, right in the editor.

  1. First demo

    ChargeNode's CCO SaaS sees the help center, the widget and three ways to publish it.

  2. Signed up on Catalyst

    The free migration comes with the plan, and it starts that week.

  3. The brief and the brand book

    ChargeNode's Head of Customer Success sends migration notes and the brand's graphic profile, with one request: the same fonts and colours.

  4. Everything moved

    Every category and article is on the new help center, plus the charging guide from chargenode.eu.

  5. Onboarding session

    ChargeNode's customer success team learns to run the help center, live, with our team.

  6. Brand styling done

    Our customization team finishes the look, built from the brand book.

  7. Live on help.chargenode.eu

    One DNS record at ChargeNode's web agency, an SSL certificate the same morning, and the help center is public.

  8. Template Editor v2

    The help center moves to Template Editor v2, with its custom footer rebuilt for it by our team.

The customization journey

From brand book to help center, one detail at a time.

A migration moves the content. What made the help center ChargeNode's own were the details that followed, in the five weeks before launch and in the months since.

Built from the brand book.

ChargeNode's content team shared its graphic profile, and our customization team built the help center from it: ChargeNode's own typeface, its signature green, the hexagon-grid hero image from the new website and product photography on every audience card.

The footer mirrors chargenode.eu, with the wordmark, links to the app for iOS and Android, contact details and social links. When the help center moved to Template Editor v2, we rebuilt that footer for the new editor before ChargeNode had to ask.

  • Custom typeface
  • Brand colours
  • Custom header and footer
  • Product imagery
The help center footer on black: the ChargeNode wordmark, app links for iOS and Android, contact details and social icons in ChargeNode green
  • Primary green #1EBF69
  • Footer black #0E1113
  • Surface #FFFFFF
The custom footer, rebuilt for Template Editor v2 in August 2026.

A front door for every reader.

Drivers, property owners, business accounts and installers each get their own card on the home page, with its own image and description, and their own sections inside: charging guides, RFID tags, common questions and fault reports.

The structure kept up with ChargeNode. When the team added a fourth audience before launch, we resized the cards and their type so long Swedish words like Anläggningsägare still fit. When articles shared between subscription plans needed different details for each plan, we split them so each could be edited on its own, less than an hour after ChargeNode asked.

  • Audience-first categories
  • Sections inside each
  • Custom article order
  • One article, many categories
The charging customer category, Laddkund, split into sections for charging guides, RFID tags, common questions and fault reports
Inside the charging customer category: every audience gets its own sections.

Fluent in four languages.

The help center opens in Swedish, with English, Danish and Norwegian one click away. Each language has its own address and hreflang tags, so search engines send every reader to the version they can read.

HelpCenter.io translated the interface text into Swedish automatically, and any custom text, like the rating prompt under each article, is edited in the Template Editor. Since the move to Template Editor v2, even the footer can say something different in each language.

  • Four languages
  • A URL per language
  • hreflang tags
  • A footer per language
The language menu, as ChargeNode's readers see it.

Show it, don't just say it.

Some answers are easier to watch. ChargeNode's portal guides embed step-by-step YouTube walkthroughs that play inside the article, so nobody leaves the help center to see one. Vimeo and Loom videos embed the same way, and when a video turned out to be a YouTube Short, we showed the team the one change to its link that embeds it too.

For customers who want a manual on paper, any article, or a whole set of them, exports to PDF from the dashboard, with the download link sent by email.

  • Video walkthroughs
  • YouTube, Vimeo and Loom
  • PDF export
A portal guide with its video walkthrough, drawn from ChargeNode's help center.

On its own domain, on every screen.

help.chargenode.eu went live on June 18, 2025: one DNS record at ChargeNode's web agency, and we issued the SSL certificate the same morning. The header links straight back to chargenode.eu, the customer login and downloads, so the help center feels like part of the website rather than a detour.

It follows each reader's light or dark setting, and it is built for a phone in hand at the charger. When ChargeNode's team spotted category images sitting oddly on phones, the fix was live two days later.

  • Custom domain
  • SSL included
  • Light and dark
  • Built for phones
ChargeNode's help center in light mode and in dark mode, side by side
The same page in light and dark mode. Readers get whichever their device is set to.
The result

Self-service resolution rate, as measured in HelpCenter.io analytics: the share of help center visits in which the visitor searched or read an article and did not go on to contact support.

Nearly three in four help center visits are resolved without contacting support.

With the new help center, ChargeNode was able to achieve a 73% self-service resolution rate. Drivers, property owners, businesses and installers find their answer in their own language, at any hour, and ChargeNode's support team keeps its time for the conversations that need a person.

  • One help center for four audiences, in four languages
  • A look that matches chargenode.eu, down to the footer
  • A customer success team that updates it without a developer
Working together

Close to the customer, long after launch.

ChargeNode chose HelpCenter.io to stay close and get up to speed fast. That did not stop when the help center went live.

  • Under an hour Articles shared between subscription plans, split so each plan could say its own thing. May 2025
  • Same morning DNS checked and the SSL certificate issued, so the help center could go public. June 2025
  • Two days From a report of category images sitting oddly on phones to the fix in production. September 2025
  • Before anyone asked The custom footer rebuilt for Template Editor v2 as soon as we saw the help center had moved to it. August 2026
Under the hood

What ChargeNode's help center runs on.

ChargeNode is on Catalyst. Everything below is part of HelpCenter.io, and none of it needed a developer on ChargeNode's side beyond one DNS record.

Make your help center unmistakably yours.

Send us your current help center and your brand book. We will move every article for free and help you shape the rest, one detail at a time.

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Free migration is included on Growth and Catalyst. Catalyst also includes 3 hours of manual customization by the team that styled ChargeNode's help center.

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