Good help documentation is always a work in progress. It responds to changing circumstances within your business, changing customer needs, changing employee needs, and a host of other factors.
Once you make a help guide publicly available, it’s important to gather feedback and create a plan for updating documentation. Choose—and stick to—a schedule for reviewing and revising help documentation that works for your team and business.
Customer feedback will help you narrow down what revisions to focus on. For instance, if you’re frequently fielding emails about how to complete a purchase, start there when making your updates.
To build an effective help guide:
- Identify your audience
- Outline what they need to know
- Write so the instruction can’t be misunderstood
- Use headings, subheadings, bullet points, and plenty of paragraph breaks to make text easier to read
- Review for clarity, correctness, and compliance before launching
- Create and execute a plan to gather feedback and update help guides as needed
If you’re still feeling stuck and need help creating your customer self-service documentation, Salesforce Master Solution Engineer Iman Maghroori has a helpful webinar where you’ll learn how to build a knowledge base and integrate tools like chatbots to further facilitate customer support.