The Zoomin Blog

The growing importance of customer experience means that technical writer’s best days are ahead. Here are 5 ways technical writers can lead the customer experience bus!

There is one – and only one – valid reason for companies to use PDFs: it makes life easier for customers to print documents that may be too-large-for-comfort to read on screens. However, for everything else, PDFs commit a series of unpardonable “usability crimes”!

To those who think that technical writers best days are over, we have a more positive view. Yes, the profession is evolving. But why is this threatening?

Product content. It’s critical to business success. When done well, it can inform, educate, and motivate. It can help us save money. And, it can even drive sales—but only if it’s delivered to the right person, at the right time, in the right language and format, on the device of the consumers’ choosing. This infographic dives into product content delivery and how it is essential to your customers’ experience.

If listening to the voice of the customer is an essential part of the product documentation process, what are customers saying? What do they want? What are they rewarding companies for offering, and what are they penalizing companies for failing to provide?

Support Agents are often the first line of contact for customers. However, they can also be the last line of contact as well – because if some customers don’t get the answers or direction they want or expect, then the relationship can be damaged beyond repair. In addition to being highly stressful to Support Agents and triggering turnover, if left unchecked this dysfunctional touchpoint threatens an organization’s reputation, performance and profitability.