Archives for documentation strategy

4 ways product content helps reduce customer churn
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November 15, 2016

There is no magic bullet that eliminates customer churn. However, in the majority of situations, preventing customer churn is as mission critical as it gets. No, great product content can’t end customer churn. But yes, it can certainly make a significant difference, which is in everyone’s best interest: companies and customers alike.

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November 3, 2016

knowing that consistency is a big (if not the biggest) key for customer delight is one thing. Actually embracing this truth and bringing it to life is a much harder challenge, because despite their hard work and substantial investments in everything from training to technology, most companies have been struggling for years to achieve consistency with respect to a massive piece of their customer communication puzzle: product documentation. While each company is unique, generally speaking here are the biggest 5 obstacles they face on the road to consistent product documentation

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October 10, 2016

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”!

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Helpful Product Documentation
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September 20, 2016

“How can we help you?” It’s a common question that companies ask numerous times a day. And while this is a safe and time-honored conversation starter, on today’s digital landscape there’s a new aspect that companies must be aware of: their sales representatives and service & support personnel aren’t the only ones making this inquiry.

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April 18, 2016

Knowledge portals are the wave towards a more personal and more customized experience. And what empowers knowledge portals is the metadata framework with a scalable content repository or knowledge base. Governance plays the maestro who orchestrates this effort and delivers world-class customer experience.

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February 28, 2016

For companies with numerous product lines, multiple target markets, and overall complex product documentation needs, the shift towards intelligent content is clearly a step in the right direction – regardless of whether they are using DITA, HTML or proprietary solutions (e.g. Framemaker, Flare, etc.). Not only does it dramatically reduce development, review, translation and maintenance costs, but it is a major win for technical writers who can invest their time adding value – and less time rewriting content.

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Zoomin Software