![]() When you document your product properly this can guard against customers using it wrongly. Your company is legally obligated to provide warnings for customers’ health and safety. If you don’t warn customers against incorrect usage, this might result in a dangerous application of your product and physical harm to your customers. Documented user guides will reduce liability against wrong usage ![]() Self-service documentation really is the gold standard. User documentation is the most basic form of support that customers expect, and if they don’t find it – or it’s not of sufficient quality – they will be disappointed.ħ0% of customers now expect a company’s website to include a self-service application. Instead of abandoning your customers or forcing them to call your support team, you’re empowering them to solve problems on their own. When you provide customers with a method of helping themselves to get out of trouble, you’re really enhancing the customer experience. User documentation makes your product easier to use and raises customer satisfaction. Read more: Customer service knowledge base proven to reduce your support tickets Improve customer satisfaction And when you have user documentation available, support agents can just point customers to relevant articles, and significantly shorten the time it takes to resolve their issue. The cost of a self-service interaction is measured in pennies while a live customer support interaction can cost up to $12.Īgents are freed from dealing with mundane, repetitive queries and have more time to help those customers who really need it. ![]() Once it’s up and running, user documentation costs virtually nothing to maintain. Lightening the load on the customer support team means costs are lowered and you can help more customers with fewer agents. When customers have user documentation to rely on, this results in fewer calls and emails to your customer support team. 86% of customers said they would be more likely to stay loyal to a business if the business invested in onboarding content that welcomes and educates customers after they’ve bought the product. It’s all about creating a positive customer experience after the sale. They can spend time browsing the docs and learning how the product works. New users are much more likely to successfully onboard with your product if you provide them with informative user documentation. No product is so intuitive that customers can instantly understand all of its features and use cases. The stakes are high when it comes to delivering valuable user documentation for your customers.īenefits of user documentation Make easy onboarding for new usersįor any new user of a product, there is always a learning curve. According to Forrester, 70% of customers prefer to use the company’s website to get answers to their questions rather than using phone or email.īut unclear or confusing user documentation makes customers angry, throws doubt on the quality of the rest of the product, and negatively impacts future purchases with the company. User documentation is what your customers want. Whenever they have a question about your product, they can consult your online knowledge base for answers. Offering user documentation means you’re enabling your customers to self-serve. They’ll just abandon your product instead, maybe asking for a refund, and that outcome is not good for anyone. ![]() Without documentation, customers are left to fumble in the dark, or else to contact your support team.Īnd the likelihood is, if they have to reach out to a human for support, many customers won’t bother. If you sell products to customers, it’s likely you will have heard of user documentation.Ĭustomers are always going to need help, and user documentation is one of the best ways to provide this assistance.
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