Posts Tagged ‘Help Files’

Power of Documentation

Wednesday, December 8th, 2010

When establishing your service company in the area of your expertise it’s important to have a supportive arsenal at the ready for customer concerns. Often growing companies experience overwhelming waves of customer concerns which can leave your workers immobilized until they are properly addressed. Reasons such as these are the driving force for a company to establish a set amount of answers beforehand and making them available to their consumer base for future reference. By simply taking the time to answer a question or demonstrate a solution once, you can avoid the potential plethora of questions that could cripple your company further down the road. Well written help files are only one of the various components of providing your customers with the best possible support, but they also serve a valuable purpose in weeding out simple fixes from serious issues. Often companies find themselves handling multiple support calls and e-mails which leaves them tied up for a majority of the time. With proper documentation you can keep your clients informed and put the power in their hands so they could easily solve their own problems. The last thing you want is for your clients to constantly bombard you with technical issues, so by developing a carefully crafted set of directions both you and the client will be able to ration valuable time. In the end you want to provide your clients with a great user experience along with the knowledge to solve any inconveniences they may experience.