Making good help documents is key to answering customer questions and solving their problems. Customers often look for answers on their own. This makes clear and concise support documentation very important for any business. With just six steps, you can create a help center that’s always there for your customers.
Key Takeaways:
- Modern user documentation takes various forms such as text documents, videos, images, and interactive in-app widgets1.
- Types of technical documentation include source code documentation, technical specifications, software architecture, quality assurance, and API docs1.
- Troubleshooting guides, manuals, and how-to help guides are common types of user documentation1.
- Effective user documentation simplifies product setup, improves product proficiency and adoption, fulfills user demand for self-help, reduces burden on the support team, and creates brand advocates1.
- Current digital documentation incorporates videos, GIFs, and images, as well as interactive formats like step-by-step walk-throughs, contextual tips, and checklists1.
- Companies have shifted from printed books to online digital publications and now to stand-alone articles with search engine optimization1.
- Researching end-users is crucial for understanding user demographics, technical capabilities, tasks performed in the app, and software usage patterns1.
- User documentation planning includes setting project goals, outlining content categories, assigning roles to team members, and estimating timelines1.
At Biz Customer Care, we specialize in delivering tailored customer support solutions for small businesses, startups, and solo entrepreneurs. Contact us for further advice and guidance to build exceptional support solutions that empower your success.
Choose What to Document
The first step in making good support documents is to pick what to write about.2
Start by highlighting important topics. These should help customers use your product better. Think about what confuses or troubles your customers most.2
Your support team is a goldmine for insights. They speak directly with customers every day. Work with them to learn what your customers really need help with. Then, shape your documentation to meet those needs better.2
Use tools like Zapier to speed up writing. They turn common customer questions into helpful articles automatically. This approach saves you time and makes your help content more relevant.2
Don’t forget to include a FAQ section. These answer questions that come up a lot. They’re great for giving quick info to your customers.3
Choosing the right topics and listening to your support team is key. Together, you can make a knowledge base that really works for your customers.
Create Easy-to-Understand Content
Making good customer support docs means focusing on easy-to-understand content. Use multimedia like images and videos to help. It boosts how well people remember the info. Keeping your writing clear and simple is key for all readers to understand. If your company has a style guide, follow that. It keeps all your docs sounding the same, which is good.
Make easy reading a priority. Use short paragraphs and organize with headings and bullet points. This makes your document user-friendly. People can find what they need fast.
Not everyone knows a lot about your product or field. So, start with the basics. Then, get into more detail based on what your readers can understand. Stay away from complicated words or terms.
Good user docs help more people use your product, keep them coming back, and lower the need for customer service help.1
Add different media types to your docs. This includes text, videos, images, and step-by-step guides. It matches different learning styles and makes learning fun.
Today, user docs are more digital than ever. They’re not just words on a page. They’re online, might have videos, or be interactive. Make sure you use these new ways to share info well.
Make it easy to find what users need with clear guides like troubleshooting, manuals, and how-to’s. Users will thank you for helping them solve problems quickly.
| Type of User Documentation | Examples |
|---|---|
| User Manuals | Product User Guide, User Handbook |
| API Documentation | API Reference, Integration Guide |
| System Administrators’ Manuals | Server Configuration Guide, Network Administration Manual |
| Installation Guides | Setup Instructions, Installation Manual |
| Troubleshooting Guides | Troubleshooting FAQ, Common Issues Guide |
| White Papers | Research Report, Technical Analysis |
| Release Notes | Product Update Announcement, Version History |
| Product Documentation | Product Specifications, Feature Descriptions |
| FAQs (Frequently Asked Questions) | Common Queries, Troubleshooting FAQ |
| Developer Guides | API Integration Guide, SDK Documentation |
Tech docs come at different times when making a product. This can be from the idea phase to after it’s already launched.3
Make sure your tech docs are easy for both company people and outside ones to find. This includes internal developers, IT staff, CXOs, and more. Everyone who needs this info should be able to get it easily.
Tech docs aren’t just for one type of company or field. They’re used everywhere to explain how things work. This includes all kinds of products, software, or systems.
Even big names like Apple have a technical writing style guide. This ensures their tech docs are clear and sound like they’re all written by the same person. Sticking to a style guide can really help your users understand better.
When making tech docs, start by looking at what you already have. Then, fill in the gaps together with your team. This team effort ensures the info is always correct and up to date.
In short, focus on making user and tech docs easy to understand. Use pictures, keep it simple, and make sure it’s well-organized. This way, everyone can quickly find what they’re looking for.
Find a Good Host
When making customer support documents, choose a good host. This could be a help center platform on your site or a dedicated section. It should be easy for customers to find and use. Startups or solopreneurs might like Google Docs or Notion for document sharing.
An excellent choice is Zendesk for your support docs. It’s easy to use and has great features. You can make your own templates, search well, and see how customers use your docs.
For a different approach, look at Help Scout. It lets you customize your help center and keeps answers close by with advanced caching. Help Scout really cares about how customers can find help themselves, which is key for any business.
Some businesses prefer putting their support docs on their site. This gives total control over how everything looks. You can also link it with tools like live chat or contact forms, to help users better.
Think about what’s important to you, like how easy it is to use, and if it can be customized. A good match for your needs is crucial. With the right host, your support docs will be a great tool for customers, making their experience better.
| Help Center Platform | Statistical Data |
|---|---|
| Zendesk | Used by a wide range of companies, including Fortune 100, Zendesk is a popular choice for hosting customer support documentation. It offers customizable templates and powerful analytics tools to measure performance4. |
| Help Scout | With its focus on self-serve content and user-friendly interface, Help Scout provides a reliable platform for hosting customer support documentation. It offers advanced caching and smart integrations to ensure customers find answers quickly5. |
| Website Section | Hosting your documentation within a dedicated section on your website allows for complete control over its design and integration with other features. This option is suitable for businesses looking for a customized solution5. |
| Document Sharing Platforms | Platforms like Google Docs and Notion can also serve as reliable hosts for customer support documentation. These platforms offer ease of use and collaboration features, making them suitable for startups and solo entrepreneurs5. |
Organize Your Help Center
It’s key to organize your help center well. This helps your customers have a smooth and easy time when they need help. A good system makes it simple for them to find what they’re looking for. It lessens any confusion and makes them happier with your service.
Every help center should have a search bar. It lets customers look up any topic or keyword in a snap. This way, they can get to the right articles or solutions quickly6.
If you add a “Getting Started” section, that’s even better. It should have important articles and guides for new users. This helps them learn about your product or service and get started easily6.
Also, think about putting in a “Frequently Asked Questions” (FAQ) area. This spot should have the answers to common questions. It makes solving problems a lot faster for your customers. Make sure the FAQ is easy to use by sorting questions into different topics7.
Sorting content into categories is a big deal too. By organizing by theme, you make it easy for users to find what they’re after. Create sections for every part of your product or service. This ensures every article has the right place8.
Keep in mind, organizing your help center is never really finished. You should always check and refresh your topics and articles as your product or service grows. This keeps the help center useful and up-to-date for your customers6.
“Organizing a help center is essential for providing a seamless customer experience. By incorporating features like a search bar, a ‘Getting Started’ section, and a well-categorized structure, businesses can efficiently address customer queries and enhance their overall satisfaction.”
| Key Elements for Organizing Your Help Center | Benefits |
|---|---|
| Search Bar | Facilitates quick searches within the help center, enabling customers to find relevant articles and solutions efficiently. |
| “Getting Started” Section | Assists new customers in understanding and using the product or service effectively. |
| Frequently Asked Questions (FAQ) Section | Addresses common queries and provides clear and concise answers, reducing the need for customers to contact support directly. |
| Categorization of Content | Creates a logical structure that helps customers navigate through the help center and find information more easily. |
Good organization lets customers find what they need fast. This boosts their happiness and cuts down on the support tickets you get. By using these methods, you’ll create a help center that’s breezy to use. This improves the experience for everyone and makes your support system stronger.
Make Your Documentation Easy to Find
Helping customers find your documentation easily is key for great support. By putting it in many places, customers can quickly get the info they need.
Linking to your documentation in key spots on your site is a smart move. Adding links in the header and footer lets customers reach it from anywhere. This makes it easier to browse and shows that your documentation is a helpful place for answers.
Don’t forget about your app – add documentation links to its menu too. This way, users can smoothly switch from the app to finding help articles. It saves them time and steps.
Sharing documentation links in your support messages is also a good idea. In emails or chats, send articles that could help alongside your answers. It makes support smoother, cuts down on repeating info, and keeps the info accurate.
Following these steps makes finding documentation a breeze. It helps customers help themselves, helping both them and your support team save time.
Keep Improving Your Documentation
Always working to make your support guides better is key. This keeps them helpful and meets what customers need over time. Improving your guides makes them truly serve and support your customers well.10
Measure Utility
One step to boost your guides is to see how useful they are. This means checking how well they help customers. Look at page stats to see what’s popular and how happy users are. This will show you what needs work and what’s already doing well.10
Gather Feedback
Getting feedback from inside and outside your company is crucial. It helps you understand how your guides really help users. Ask your team and customers what they think through chats, surveys, or comments. This will reveal what confuses customers or where your help could be better.1011
Regularly Update Content
Your guides must keep up with changes in your product or service. Check and refresh your content often. This ensures it’s always up to date. A clear guide helps customers without causing confusion.1011
Integrate with Unified Communications
Linking your guides to chatbots and AI assistants makes help seamless. Putting guides in these channels makes info easy to find. This match improves support, makes things run smoother, and gives users the right info all the time.10
By always getting better, understanding what users find useful, hearing their feedback, and linking it with chats and unified communications, customer support becomes top-notch. Your business can then meet customer needs superbly at every step along their journey.
| Benefits of Continuous Improvement | Statistics |
|---|---|
| Improved customer satisfaction and loyalty | 86% of customers are willing to pay more for a better customer experience11 |
| Enhanced productivity and efficiency within the support team | Effective documentation improves workplace productivity and efficiency, helping new employees learn their jobs faster10 |
| Reduction in support costs | Efficient documentation reduces costs and saves time11 |
| Increased customer trust and brand reputation | Well-managed documentation protects a company’s reputation in case of misunderstandings11 |
Conclusion
Making good customer support guides is key to better service. It helps customers help themselves more and need support less. By improving your guides and following the tips here, you make a useful tool for customers.
A 5% jump in how many customers stay loyal can mean a big profit increase. Figures show this can boost profits by 25% to 95%. That’s a big win for any company.12The Ritz-Carlton, Amazon, Apple, and Southwest Airlines shine in their fields because they focus on making customers very happy. This loyalty is a big reason for their success.12When you write guides for Google Cloud, remember important statistics. Think about what Cloud Billing accounts users might have. Also, look at how easy or hard it is for them to cancel different services.13Knowing the market and what customers want is crucial. It helps you keep up with what’s new, what people like, and how you can get better at what you do.14Make your guides exactly what your audience needs. Use simple, clear words. Ensure people can easily find and understand what you put out there. Keep checking how useful your guides are. Ask for feedback to make them even better.
Good customer support docs not only help your customers but also make your team’s job easier. They find answers quickly and you get fewer questions. So, start working on your guides now. Help your customers help themselves and succeed.
At Biz Customer Care, we specialize in delivering tailored customer support solutions for small businesses, startups, and solo entrepreneurs. Contact us for further advice and guidance to build exceptional support solutions that empower your success.
FAQ
What is customer support documentation?
Customer support documentation is a group of resources and guides. These are made to help customers solve their questions and issues about a product or service.
Why is creating effective customer support documentation important?
It is important for clear and consistent customer support. Good documentation improves service quality and cuts down on support team overload. It also makes customers more independent.
How do I choose what to document?
First, pick out key topics important for your customers. Look at what questions are often asked and talk to your support team. Tools like Zapier can help turn these into helpful articles.
How can I create easy-to-understand content?
Make sure you don’t assume your readers already know. Explain topics as if it’s their first time using your product. Use photos and videos to make it easier. Keep your words simple and clear, following a writing guide if you have one. Use short paragraphs, headings, and lists to make the content reader-friendly.
What are some suitable hosts for customer support documentation?
For hosting, consider established platforms like Zendesk or Help Scout. You can also use a special section on your website or share information through platforms like Google Docs or Notion. Think about how easy it is to use and if it fits with other tools you have.
How do I organize my help center?
A good help center should have a search bar for quick answers. Include a “Getting Started” section, a FAQ area, and categorize content by topic. This makes it easier for customers to find what they need.
How can I make my documentation easy to find?
To be easily found, put links in obvious spots like the website menu and app. In your support messages, add links to useful articles. This prompts customers to use the documentation for help.
How do I keep improving my documentation?
Keep getting better by checking if your content is useful through analytics and feedback. Update information regularly and make sure your documentation and support messages are in sync.
Source Links
- https://whatfix.com/blog/user-documentation/
- https://whatfix.com/blog/types-of-technical-documentation/
- https://slite.com/learn/technical-documentation
- https://blog.hubspot.com/service/knowledge-base-examples
- https://www.helpdocs.io/
- https://tettra.com/article/support-documentation/
- https://whatfix.com/blog/help-center/
- https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/
- https://document360.com/blog/user-documentation/
- https://zight.com/blog/improve-documentation/
- https://www.sweetprocess.com/11-benefits-of-customer-service-documentation/
- https://www.process.st/how-to/improve-customer-satisfaction-a-conclusion/
- https://cloud.google.com/support/docs/close-account
- https://www.business.qld.gov.au/running-business/marketing-sales/market-customer-research/plan-conduct
