In the current fierce market competition, enterprises have gradually realized the importance of customer experience. Customer experience refers to a series of interactions and contacts provided by products and services, and customers' overall feelings and evaluations of enterprises. In customer experience, official website help documents, as an important part of the interaction between enterprises and customers, also play an important role. So, how to start with the help documentation on the official website to improve customer experience? This article will elaborate from the following aspects.
1. Writing help documents
1. Simple and easy to understand
Help documentation should be in simple and understandable language, so that customers can easily understand it. Avoid industry jargon and abbreviations, and use plain language as much as possible so that customers don't get confused.
2. Standardization and unification
The format and style of help documents need to be unified, and a series of elements such as corporate brand colors, fonts, and logos should be used as much as possible to ensure that customers can quickly feel the brand image of the company when viewing help documents.
3. Strong practicability
Help documents should be closely combined with customers' needs and questions, and provide practical guidance and solutions. If there are enough problems reported by customers, the company should update the help documents in time so that customers can better understand products and services.
4. Multiple formats
Help documents can be in various formats, such as text, pictures, videos, presentations, etc., to meet the needs of different customers and provide more abundant information.
2. Classification and search of help documents
1. Classification
Help documents need to be classified according to different products and services, so that customers can better find the information they need. Classification can be divided according to product function, product type, problem type, etc.
2. Search
Help documents need to provide a search function so that customers can quickly find the information they need. The search function needs to support full-text search and keyword search, and also needs to provide search suggestions and auto-completion functions to improve customer experience.
3. Interaction of help documents
1. Feedback mechanism
Help documents need to provide a feedback mechanism so that customers can give timely feedback on their views and suggestions on help documents. Feedback mechanisms can be in the form of message boards, online customer service, email, etc.
2. Interactive function
Help documents can provide interactive functions, such as comments, likes, sharing, etc., so that customers can more intuitively understand other customers' evaluations and usage of products and services, and improve customer trust and satisfaction.
4. Design of Help Documentation
1. Typesetting design
The typesetting design of the help document needs to be concise, clear, and easy to understand to improve the reading experience. Multi-level headings, paragraph separators, lists, etc. can be used to make it easier for customers to view and understand the content.
2. Responsive design
Help documents need to adopt a responsive design to adapt to different screen sizes and device types to provide customers with a better experience. You can improve the usability and ease of use of the page by adopting methods such as fluid layout and adaptive pictures.
5. Evaluation and update of help documentation
1. Evaluation
Enterprises need to conduct regular evaluation and analysis of help documents, understand customers' usage and feedback on help documents, so as to optimize and improve help documents in time.
2. update
Enterprises need to regularly update help documents to ensure the accuracy and completeness of information, and also need to add new content and functions in time to meet customer needs and questions.
6. The detailed construction process of the help document
1. Multiple theme templates, multiple application scenarios, independent domain name blessing
Baklib online help documents have 15+ theme templates, which can be switched at will, and more scene adaptations are embedded in PC official website, mobile terminal, applet, etc. The addition of an independent domain name enables your product help center page to be indexed by search engines faster and is more authoritative. The visitor statistics plug-in allows you to understand the user portraits who watch the product help center page more clearly and straightforwardly. Team collaboration facilitates the addition of internal questions, and at the same time adds the function of site permissions to make your product help center page open to designated groups. Full-text search is more convenient for content review.
2. Combination of graphics and text
3. Show important issues
When making a help center, it is necessary to collect the questions that users really care about in advance. You can do a questionnaire survey to write down the questions that customer service usually receives, and extract some important processes and main operations of the question module. Put the high-frequency issues that users really care about in a prominent position, and then on this basis, think about how to give the most comprehensive explanation with the least words.
4. Unified template and fresh display interface
One of Nielsen's interaction principles is the "consistency principle". This also applies to help documentation. Since different products are generally responsible for different modules, if the templates are not unified at the beginning, the final results will be easily varied and messy. It is best to use a unified template for the template of the help document, and the experience is better.
5. Structured directory
Classify and display the content in the user help document, which not only facilitates the user's reference but also enables the orderly storage of product knowledge.
6. Accurate search support
An accurate search function is very important for user help documents, and it is recommended to use a global search method.
7. Feedback Collection
With the continuous upgrading of products and the increase of user groups, user help documents need to be constantly updated, so we need to add a window for problem feedback and recovery in the help document page.
Official website help documents play an important role in customer experience. Enterprises need to start with writing, classification and search, interaction, design, evaluation and update to improve customer experience. Only by providing high-quality help documents can the customer's satisfaction and loyalty to the enterprise be improved, thereby gaining a competitive advantage in the market.