Archives for customer experience

Keepers of the Content: How to Find the Balance Between Publicizing and Gating Your Product Content

Today, the documentation is so much more than “something that comes with the product”. It is an independent entity, available to users through different channels. It is also the means of communicating with the customers. Here are 5 Ways Zoomin Docs enables you to control the documentation.

Today, technology pushes the boundaries faster and better than before. In the context of product documentation, it constantly reshapes the way information are delivered. To keep up with and stay ahead of changes, here are ways to make your product documentation updated and useful to users.

Considering the main question of resources which include time, skills, and budget, there are two main routes to go when creating your technical resource center: Either you build, or you buy. Let’s see how the two differs and weigh your options.

Operating a business or heading a department responsible for growth, it is most likely that you spend majority of your time and resources devising ways to attract and retain customers. But aside from the usual outbound and inbound marketing and sales strategies, have you ever considered if there are any barriers that prevent your customers from accessing your products and services (and their respective documentation)?

Technology can be a barrier between you and your customers. It can depersonalize your brand. But at the same time, given the right approach, it can strengthen your connection and enable you to build long-lasting relationships with your customers—that is where your product documentation comes in.

Customers today are impatient. They want everything fast, convenient, and done in their own terms. A byproduct of on-demand services pioneered by companies such as eBay (ecommerce), Uber (transport), and Instacart (grocery delivery), it follows that customers most probably expect the same from any business they interact with. How does yours keep up?

Mobile-friendly product documentation guarantees it doesn’t stay dormant and miss the opportunities to engage customers and provide exceptional mobile user experiences.

In the context of customer service, your customers know and value when a business is genuinely helping them out solve their issues. Being creatures of emotions, they are always ready to give a compliment if their experience with your business is positive. But remember, they are also likely to share the negatives ones.

Knowledge resides in every part of the organizational system, including your employees, their tasks and outputs, and the tools they use. With its wide reach within the organization, it makes sense to leverage product documentation to encourage knowledge transfer.

Keeping pace with rapid technological change, product documentation needs to evolve. A dynamic documentation portal opens a world of possibilities for technical writers as it augments their work and enables them to have time to focus on more important tasks such creating innovative, tangible value to readers—the customers.

Product documentation makes it possible for multiple departments to have the same access to the latest product changes which not only informs people, but also empowers them to make quality decisions and actions that support the overall strategy of the organization.