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Online documentation is a structured and searchable self-help resource that makes problem-solving easier for customers. It has detailed articles on a variety of topics arranged systematically in a table of contents. With a prominent search bar and interlinked articles, customers can find what they need in seconds.
Online documentation gives customers the flexibility to solve problems anytime, and from anywhere they are. This makes them self-reliant, at least for basic issues, thereby reducing the number of tickets going to your help desk.
Online documentation can be accessed by your customers as well as agents. With immediate access to information, agents can quickly find answers to customer questions and respond immediately on call and email.
It’s difficult for agents to focus on critical customer concerns when they are buried under a heap of tickets. Online documentation reduces the ticket volume, helping agents focus on bigger customer problems.
Another remarkable benefit of online documentation is that it scales as your business grows. There is no limit to the amount of information it can hold, so you can keep adding articles on relevant topics as your products develop and customer needs change.
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This online documentation template lays down a solid structure so you can entirely focus on creating good quality content. It comes with a simple design with a dedicated space for your brand name and logo. The best part is that the template is fully customizable and works great on all devices.
It’s finally time to learn the tricks of creating compelling documentation for your customers. Here are 5 easy steps to get your documentation off the ground:
The first step to creating documentation is deciding the topics to be added. Ask your support team about the challenges customers frequently face. Identify high-volume tickets raised by customers. Use this information to create topics for your documentation.
How will your online documentation appear to customers? Which topic should be placed in which category? Ask such questions and create a logical structure for your documentation. The structure-building process gets easier with an online documentation template.
Document creation is a collaborative process where multiple employees come together and bring their unique insights to the table. Create a team and assign specific roles to each individual so that they can work in collaboration to build your documentation.
Now your team can start creating content. With an online editor, it’s super easy to write, edit, design, as well as publish articles. You can even import Word docs, PDF files, Excel sheets, and presentations to accelerate the process.
Taking customer feedback is something you cannot afford to miss. Before publishing your document, add feedback forms with Yes/No questions and let customers give suggestions on what they liked and what they can be improved.
This template for online documentation can help you get started right away. It’s simple design, accompanied by customization options, makes document creation a real breeze. Just add your brand name and logo, rename the categories or use them as they are. Fill each section with useful articles, add visuals, and just like that, you will have your documentation up and running.
Simplicity is the key to ensuring that customers understand everything you add to your documentation. Avoid long paragraphs and complicated words. Use simple and to the point sentences that are easy to read and understand.
The right visuals at the right places can turn your documentation even more impactful. Add images to show how a particular feature or a step in a process looks like. You can even demonstrate how your product works with the help of videos.
In a comprehensive document with lengthy articles, interlinking is important. When you interlink relevant articles, it gets easier for customers to reach the page they are looking for in just a few clicks.
Content can go obsolete if not updated regularly. With online documentation software, you can track your worst-performing articles and failed searches and even identify opportunities for adding new articles.