Documentation reduces support load only if people can find the right page. This organises it, measures whether it answered the question, and shows you the gaps.
What's Included
- Articles organised by task rather than by feature.
- Search that answers questions not just matches words.
- Was this helpful, and why not captured per article.
- An assistant that answers from the docs and cites the article.
How To Use
- Organise by what someone is trying to do, not by your menu structure.
- Ask whether the page helped, and give people a box to say why not.
- Write a new article whenever the same ticket arrives twice.
- Review the searches that returned nothing. That is your writing list.
Reduce load on the support desk, and announce updates on the changelog page.