Production documentation page not just click a few buttons and its implementation into the existing site so easy, in fact, production documentation like set up a new page to the web site, is it integrated into your existing web site, need from all aspects to consider how to make, here are a few to make documentation should avoid the most common mistake.
Creating a help page is not just a matter of clicking a few buttons and implementing it into an existing website. In fact, it’s like building a new website, just integrating it into your existing website. It is the part of the website where customers go to the help documentation page every time they have a problem about their company or product that needs to be solved, self-service to find a solution.
If you simply want to get a perfect page with the help of documentation software, without updating or maintaining the content, you are wrong. It is part of your website or product and needs to be optimized as well as the website or product.
Here are some of the most common mistakes to avoid.
1. Style your FAQ/Q&A page the old-fashioned way
Add some frequently asked questions to the help document, but only list them without any search options, so that the user can not find the problem, only to find a human customer service, increase the customer service workload. Therefore, in addition to adding common problems, we also need to add some possible problems related to the product, so that customers can easily find them, thus reducing the customer service workload.
On its searchable, a very important aspect, there may be a lot of articles on the page, the most common way to visit customers is search, your search function should not only have, but also in the most eye-catching position.
2. Not paying attention to page design
Help documents need to be as beautifully designed as the company’s home page. They also need to pay attention to the overall user experience. In addition to providing users with search functions, they also need to be displayed in categories. So that your users can easily know where they are and where to go when they need to search, add a list of relevant answers at the bottom of each article to help users navigate to the content they need more easily.
3. The help document cannot be accessed
Made of the role of documentation is to let users to use, as far as possible put it in bold, accessible place, let the customer know it exists, lead customers to use it, in you send each fault response contained in your help page links, even after a failure to consider automatic reply message, ask the customer if sure can’t find the answer in the knowledge base.
4. Hide your contact information
When a customer needs to know more about a product that isn’t on the page, they can’t find your contact information, resulting in a bad customer experience. It’s important to direct customers, but it’s also important to leave contact information so they can reach customer service directly if they don’t have an answer. Contact information can be placed at the end of the help page or at the side.
5. The help document is complex and difficult to understand
The purpose of the help page is to help users solve problems and save time for the company and users. When writing, it must be clear and concise, so that users can understand, can follow the following points:
- Write the title of the essay in question form
- There is no direct answer to any introduction
- Use steps as far as possible, i.e. step 1, Step 2, step 3, etc
If the article has a lot of content, try to break it into paragraphs and sections to make it easier for users to read and understand.
6. Put two or more answers in one passage
This is also a very common mistake! Some questions can be solved in one sentence, which may be too short, so the answers to other questions are also written in this article.
This is a big mistake, as it increases the amount of time the user spends searching for answers, increases the user’s workload, and may result in a direct call to your customer service.
7. Try to sell products in your knowledge base
Try to fill out the content around some guide on how to use the product/service, showing the product’s features, not selling the product.
8. Not focusing on SEARCH engine optimization
You may be wondering why seo optimization is necessary, why would anyone use a search engine when you already have a searchable knowledge base on your site?
When your customers encounter problems, they may not directly visit your help page, but may obtain solutions through Baidu, 360 browsers and other channels. Many users come to your website through search engines to inquire about technical problems of your products/services.
Baklib helps document authoring platform
Baklib is a document making platform that provides you with an efficient way to make documents. Provide a variety of free plug-ins, a variety of theme styles free to use.
- Content at any time background editing, front display, can be changed at any time;
- Multi-level columns, problem classification display, using a tree directory structure, through the document outline, can automatically generate document points;
- Similar to Baidu’s search box, you can enter keywords to find the corresponding article, and search results keywords highlighted;
- It adopts an editor similar to Word, supports Markdown, writes and saves the content, and supports data backup and export;
- Mobile phones, computers and tablets can write, and the content can be directly shared to wechat, Dingding, QQ and other platforms, directly copy the link to share, can be embedded in the APP, products, websites;
- ** site access permission can be set by yourself, ** has private, public and password access three modes, you can choose at will. Can change the mode according to different content, open to the designated crowd;
- Free secondary domain name, conducive to SEO optimization and brand promotion.
