10 Tips on Creating Superb Customer Support Documentation

Here are some tips on how to create great end user documentation with accompanying examples from companies who are doing it right shared in this article. The goal of your end user documentation is to reduce the number of hours you spend explaining workflows, and reduce the number of hours end users spend looking for…

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5 Keys to Writing Awesome Documentation

We all know the value of excellent documentation, but most of us still struggle to write it well. Poorly written documentation is like food that tastes bad or that’s hard to eat. The sole purpose of documentation is to be read, so it must be well organized and optimized to be easily read and understood.…

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The Complete Guide to Building an Effective Support Knowledge Base

The Zapier team wrote an amazing, in-depth guide on building an effective knowledge base.  Here’s the intro: It’s 11p.m., you’re driving down a remote road on a clear, starry night when Pop!_the stillness of the dark is shattered by a blown-out tire. You’re safe but stranded in the middle of nowhere. Denial and panic are…

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10 Ways to Improve Your Documentation

This article shares 10 ways to improve documentation.  It’s written for software development in the project life cycle, it applies well to knowledge bases and support documentation. Here are the topics it covers: Document with pictures if possible Give examples Don’t presume to assume Anticipate problems Test your documentation Humanize your work Explore new technologies Do…

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How to Pick the Right Customer Service Options for Your Company

This article discusses various customer support channels.  #5 is Self-Service, describing it as the “king of efficiency.” That’s why we love customer self-service tools like knowledge bases and other support documentation–they lower your support burden and provide a better experience for your customers. 5. Self-Service The king of efficiency when it comes to customer service…

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