Establishing an effective online help document is a problem that any enterprise must pay attention to when providing high-quality services to customers. A good help document can save customers time and effort, help customers solve problems quickly, and improve customer satisfaction.
How to create an effective online help document to help your customers
- Determine the document structure
Before you start writing help documentation, you need to determine the structure of your documentation. This means you need to consider which topics and chapters should be included in the document, and in what order. You can consider the following questions:
What is your product or service?
What are some common problems or questions?
Which topics or chapters should be included in the document?
What should each chapter contain?
The purpose of document structure is to ensure that your document is easy to read and use. You need to organize your documentation into understandable chapters and subsections so that customers can quickly find the information they need.
- use simple language
A good help document should use simple and understandable language. You need to use terminology and language that your customers can understand and avoid overly technical or complex vocabulary. Here are some things you can consider:
Use simple sentences and paragraphs.
Avoid technical terms, or paraphrase them.
Use clear language and avoid ambiguous or uncertain words.
Using simple language makes your help documentation easier to understand and use, and customers can quickly find the information they need.
- provide clear guidelines
When writing help documentation, you need to provide clear guidelines to help customers find the information they need. Here are some guidelines to consider:
Write a brief overview explaining what your product or service is, and its main features.
Provide a table of contents listing all sections and subsections so customers can quickly find the information they need.
Provide a brief summary at the beginning of each chapter so customers can quickly understand what the chapter is about.
Provide clear steps or guidelines within chapters to help customers solve problems or complete tasks.
Providing clear guidelines can help customers find and solve their problems quickly, increasing their satisfaction.
- Use diagrams and examples
Diagrams and examples can make your help documentation easier to understand and use. Here are some suggestions:
Use diagrams and examples in documentation to help illustrate certain concepts or procedures.
Use screenshots or video demonstrations to help customers better understand how to use your product or service.
Provide examples or templates to help customers complete tasks or solve problems faster.
Using diagrams and examples can help customers better understand and use your product or service, increasing their satisfaction.
- Update and maintain documentation
A good help document needs to be updated and maintained regularly to ensure it is always up to date and accurate. Here are some suggestions for maintaining and updating your documentation:
Check the documentation regularly to ensure that the information and procedures are current and accurate.
Update documentation to reflect the latest changes to your product or service.
Regularly contact customers for their feedback and suggestions on documentation.
Documentation is updated and improved based on customer feedback.
Updating and maintaining documentation can help your customers always have current and accurate information, increasing their satisfaction.
Build a help documentation tool, I recommend - Baklib
The role of a website help center Builds trust by showing customers that you understand what they are facing and how you can help; improves customer service by answering frequently asked questions and enhances a professional brand image; reduces repeated calls and emails to support staff email, saving time and money; enhancing your visibility in search engines (help center pages with more keywords are more likely to be liked by search engines); improving user experience by making it easier to find what they are looking for instead of searching the site.
Baklib
Baklib is an online document editing and content sharing tool. It not only provides users with an efficient knowledge organization platform, but also provides a high-quality knowledge publishing platform. The documents generated by Baklib will be automatically converted into websites. Users can Access through url links is convenient for users to browse and understand products on the Internet, and it is convenient for users to use. Baklib is suitable for a variety of application scenarios: product manual, help center, FAQ, Guide, knowledge base, product introduction, development documentation, easy to operate, easy to set up, even a novice can easily get started. The Baklib columns are clearly classified and meet the requirements of enterprises to establish a help center. Baklib only needs four simple steps to establish a help center. A good help center needs to be continuously improved, and enterprises can use Baklib's rich plug-ins to meet various needs. For example, teamwork can realize the content delivery of multiple employees and achieve a clear division of labor. The Baklib help document production platform provides you with an efficient way to produce help documents. Provide a variety of free plug-ins, and use a variety of theme styles for free.
- The content can be edited in the background at any time, displayed in the front desk, and can be changed at any time;
- Multi-level columns , problem classification and display, using a tree-like directory structure, through the document outline, can automatically generate the main points of the document;
- Similar to Baidu's search box , you can find the corresponding article by entering keywords, and the keywords in the search results are highlighted;
- Use an editor similar to word , support markdown, write and save content immediately , support data backup and export;
- Mobile phones, computers, and tablets are all capable of writing , and the content can be directly shared to WeChat, DingTalk, QQ and other platforms, directly copy the link to share, and can be embedded in apps, products, and websites;
- Site access rights can be set by yourself, there are three modes of private, public and password access, you can choose at will. The mode can be changed according to different content, open to designated groups;
- Free second-level domain name is conducive to SEO optimization and brand promotion.
Summarize
Building an effective online help documentation involves many considerations, including determining the structure of the documentation, using simple language, providing clear guidelines, using diagrams and examples, and updating and maintaining the documentation. By following these recommendations, you can create an easy-to-understand and use help document that helps customers resolve issues quickly and increases their satisfaction.