How online help documents/user manuals can help companies better understand their users

Did you know that every negative review you receive will impact 26 customers? Additionally, 86% of people would hesitate to buy from a company that has received a negative review? Being proactive in improving the overall customer experience will benefit your business’s bottom line.

In this article, we will discuss how to use online help documents/user manuals to better optimize your customer service system.

What is the online help document/user manual?

The online documentation page is a repository of answers that can repeatedly answer any question. It can clarify the product context for users and greatly improve the user experience.

Online Help Documentation/User Manual

How online help documents/user manuals improve user experience

Online help documentation/user manuals as a proactive customer service measure have the following benefits

Save customers a lot of time: Proactive customer service means anticipating customer needs and proactively proposing solutions, saving them valuable time and energy. In essence, it helps users more quickly understand the value that corporate products and services provide to them.

Improve customer satisfaction and retain customers: Customer churn is a huge problem for brands today. With so many options to choose from, it’s harder than ever to keep consumers loyal. Implementing proactive customer service will allow you to build loyalty through an outstanding experience.

In fact, a report from Enkata found that proactively providing support to your customers can increase customer retention by 3-5%. This may not seem like much, but over time it can add up to more customers and significantly increase revenue.

Reduce customer service pressure and save labor costs: When too many users on the website use online customer service, the customer service work will be busy, and the slow response efficiency will lead to poor user experience and user loss. In addition, setting up more customer service personnel will lead to higher labor costs.

Guide users and stimulate consumption: We can put the product's selling points into help documents/user manuals through proactive customer service settings, and guide customers to consume in the form of questions.

How to create high-quality help documents/user manuals

• Conduct audience analysis (who will read the user manual)
• Refer to the user manuals of other products (same industry)
• Set questions that users really care about (high frequency questions) in the help document;
• Set up clear and simple navigation for the help documentation;
• Enhance the readability of help document content, combining pictures and text;
• Set up precise searches in the help pages;

Update the help document page in a timely manner, pay attention to user feedback and continuously optimize the content

Excellent help document example

Baklib

Website: http://d5wz.cn/mciz

The feature of this tool is that it is easy to share. The user manual edited with Baklib can be shared and viewed through the domain name, and all the content will be displayed on a website.

Baklib not only provides enterprises with an easy-to-use knowledge organization platform, but also provides a high-quality knowledge publishing platform. The organized product documents can be viewed online by all customers through Baklib, helping them understand the products and providing convenience for users.

Features

Easy to edit: It uses a block-based editor. All content including text, pictures, videos, tables, Markdown, etc. are modules that can be freely dragged and reorganized. It no longer relies on the traditional top toolbar, but is evoked through the module insertion menu, quick edit menu, format conversion menu, etc., making the user's editing experience more focused.

Clip plugin: Use the Clip plugin to save online content to the Baklib site, and the formatting will be preserved. Not only can you save the entire text, but you can also select paragraphs from it. You can migrate previously existing online document content.

Rich display styles: Baklib provides 15+ customizable header and footer themes to make the user manual more attractive. You can also add an independent domain name.

Humanized permission setting: When collaboration and sharing of the user manual is required, permissions can be set for editors and viewers, with clear boundaries of permissions.

Data security: In addition to file import, it also supports data export of the entire site.

Baklib

Summarize

The setup of online help documentation/user manual plays an important role in the overall customer experience. An excellent help page is one of the fastest ways to convert prospects into customers.