Technical Documentation vs. Helpdesk—Despite the reluctance to invest in technical documentation, many managers need to pay more attention to a proven way to reduce calls to the Helpdesk.
It is common for helpdesks to provide excellent service and manage users’ demands. Technical documentation, such as user guides, often needs to be corrected. Documentation needs to flow and provide practical tips on how to get the most from the software. If your customers had well-written and comprehensive documentation, you could cut back on costly calls to your helpdesk.
Technical documentation vs Helpdesk
I have experience in customer service, handling angry customers complaining about the company and its software. They made comments like:
-
-
- The product is bordering on rubbish, and it doesn’t work, is it bugged?
- annoyed with the company because the software is garbage
- I can’t follow the user guide because it doesn’t belong to my version of the software
- I can’t follow the instructions
-
When documentation cannot deliver the answer, the Helpdesk records a steep curve in calls. Customers who feel forced to call the Helpdesk Support can hold mixed feelings about the product and company.
Frequently Asked Questions (FAQs)
Customers are the lifeblood of any organisation, and their demands can vary. I added a feedback option to help users highlight the vague sections of the documentation.
The developers and helpdesk provided a more detailed solution based on their knowledge and experiences. I created an FAQs knowledge base (or Wiki) for external users and placed the information in the back of the document. The internal staff received the content via a RoboHelp *.chm file.
The FAQs were a success and helped cut calls to support by 80%. I had created searchable information that was easy to find and accessible to all staff.
Experienced technical writers can produce audience focussed documentation that helps customers maintain productivity.
Technical documentation vs Helpdesk
Treat your documentation and information as valuable assets and dedicate resources to upkeep them. The savings could be significant meaning satisfied customers.