November 13, 2023

How to create an effective online help document to help your clients?

Creating an effective online help document is a challenge that any business must address when providing high-quality customer service. A good reference document can save customers time and effort, help customers solve problems quickly, and improve customer satisfaction.

How to create effective online help to help your customers
  • Define Document Structure
  • Before you start writing help documentation, you need to define structure of your documentation. This means that you need to think about which topics and chapters should be included in document and in what order. You can consider following questions:

    What is your product or service?

    What are common problems or questions?

    What topics or sections should be included in document?

    What should each section contain?

    The purpose of document structure is to make it easy to read and use. You need to break your documentation into clear chapters and subsections so that customers can quickly find information they need.

  • Use simple language
  • A good reference document should be written in simple and understandable language. You should use terminology and language that your customers understand and avoid overly technical or complex vocabulary. Here are some things to consider:

    Use simple sentences and paragraphs.

    Avoid or paraphrase technical terms.

    Use clear language and avoid ambiguous or vague words.

    Simple language makes help documentation easy to understand and use, so customers can quickly find information they need.

    How to create an effective online help document to help your clients?
  • Give clear guidelines.
  • When writing help documentation, you need to provide clear guidance that will help customers find information they need. Here are some guidelines to keep in mind:

    Write a short review explaining what your product or service is and its main features.

    Provide a table of contents listing all chapters and subsections so that customers can quickly find information they need.

    Provide a short summary at beginning of each chapter so that clients can quickly understand what chapter is about.

    Provide clear steps or recommendations in a section to help customers solve a problem or complete a task.

    Providing clear instructions can help customers quickly find and resolve their issues, increasing customer satisfaction.

  • Using charts and examples
  • Schemes and examples will make it easier to understand and use help documentation. Here are some suggestions:

    Use diagrams and examples in your documentation to illustrate certain concepts or procedures.

    Use screenshots or demo videos to help customers better understand how to use your product or service.

    Provide examples or templates to help customers complete tasks or solve problems faster.

    Using diagrams and examples can help customers better understand and use your product or service, increasing customer satisfaction.

  • Update and maintain documentation
  • A good reference document needs to be updated and maintained regularly to keep it current and accurate. Here are some tips for maintaining and updating your documentation:

    Check documentation regularly to ensure that information and procedures are up-to-date and accurate.

    Update your documentation to reflect latest changes to your product or service.

    Contact customers regularly for feedback and documentation suggestions.

    Update and improve documentation based on customer feedback.

    Updating and maintaining documentation will help your customers always have up-to-date and accurate information, which will increase their satisfaction.

    Create a help documentation tool, I recommend——

    The role of a help center on a website builds trust by showing customers that you understand what they are experiencing and how you can help; improve customer service by answering frequently asked questions and enhance brand's professional image; reduce number of repeated calls to help desk. calls and emails, saving time and money; increasing your visibility in search engines (help center pages with a lot of keywords are more likely to be liked by search engines); improving users by easily finding what they are looking for instead of searching site.

    This is an online tool for editing documents and sharing content. It not only provides users with an efficient knowledge organization platform, but also provides a high-quality knowledge publishing platform. The generated documents will be automatically converted into websites. It can be accessed through URL links, which is convenient for users to view and understand products online, and convenient for users. Applicable to a variety of application scenarios: product manuals, help centers, FAQs, manual, knowledge base, product introduction, development documentation, easy to operate, easy to set up, even a novice can easily get started. The classification of columns is clear, which meets requirements of enterprises to create a help center. It takes only four simple steps to create a help center. A good help center needs to be constantly improved, and businesses can use rich plug-ins to meet different needs. For example, collaboration can implement content delivery by multiple employees and achieve a clear division of labor. The reference document creation platform provides you with an efficient way to create reference documents. Provide various free plugins and use various theme styles for free.

  • Content can be edited in background at any time, displayed at front desk, and modified at any time;
  • Multi-level columns, problem classification display, directory tree structure use, document structure can automatically generate document highlights;
  • Similar to Baidu's search box, enter keywords to find related articles, and keywords in search results will be highlighted in color;
  • Using a text editor, markdown support, writing and saving content, support for backing up and exporting data;
  • Mobile phones, computers and tablets are capable of writing, and content can be directly shared on WeChat, DingTalk, QQ and other platforms, directly copy link to share, and can be embedded in applications, products and web -sites;
  • Access rights to site can be set independently. There are three access modes: private, public and password, you can choose as you wish. The mode can be changed based on content and is open to certain groups.
  • A free second-level domain name that promotes SEO and brand promotion.
  • How to create an effective online help document to help your clients?

    There are many factors to consider when creating an effective online help document, including defining structure of document, using simple language, providing clear directions, using diagrams and examples, and keeping document up to date and maintained. By following these guidelines, you can create an easy-to-understand and use reference document that will help your customers resolve issues quickly and improve customer satisfaction.