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Tag Archives: product documentation

  1. 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?

  2. While much has changed on the business landscape over the last several years, McKinsey & Company has confirmed a customer service truism that is as valid today, as it was long before the web was born: consistency is vital for making customers happy. However, despite investing significantly in training, technology and techpubs collateral, many companies are discovering that their efforts to deliver a consistent customer experience are being undermined in the last place they expect: their very own documentation portal.

  3. 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.

  4. Until recently, product content was viewed primarily as an information tool. As such, it was deemed successful when it clearly, concisely, and completely conveyed facts that customers needed or wanted to know. However, changing customer attitudes and expectations, along with technological advancements, have categorically altered the paradigm. Now, product content has the capacity to be more than an unidirectional information tool.

  5. Online social communities are far more than a group of people with common interests. They’re a valuable target audience that is primed and eager to interact, collaborate, and share information about your organization – but only if they have the means and material to do so. And that’s where your product documentation enters the picture and makes all the difference.

  6. Not only do customers want self-serve support, but they’re increasingly demanding it. As Forrester Research’s Kate Leggett observes: “customers have little appetite for long or difficult service interactions, including navigating arduous interactive voice response (IVR) menus to connect with an agent or waiting in queues to be connected to a phone agent; and are increasingly turning to self-service as the easiest path to service resolution”.

Tag Archives: product documentation

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