User Support Documentation
Accurate, consistent, and well-organized user support documentation does more than answer questions without a phone call: it strengthens your credibility and reinforces your relationships with your customers. A proactive approach to support documentation can reduce user frustration and support costs.
At the same time, you don't need a user support document for every possible issue. You need to address the issues that can drive customers away, improve the documents that people visit most often, and create a demand-driven plan for everything else. I'll write accurate, clear, and concise user support documentation so that:
- Users can find and understand the information they need the most.
- The first 10 minutes that users spend with your platform are as easy as possible for them.
- Your support team can work closely with users who have complex questions.
- It's easier to scale up and handle a rush of new users.
A one-page README with a clear introduction can help users understand your platform. With some reworking, internal wikis can become user-facing support documentation. Customizable email templates can provide consistent information and reduce the number of replies it takes to answer user questions. I'll help you find the right mix of proactive and reactive for your user support documentation.
Technical documentation does not have to be a black hole of lost time and tedious dicussion. We can start with what you have and improve from there.