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I agree with most of what you said, and try to follow a similar approach as well. Especially pre-empting support issues by fixing the product. That said, I'm
by danielbarla 11y ago
I agree with most of what you said, and try to follow a similar approach as well. Especially pre-empting support issues by fixing the product. That said, I'm not convinced about documentation - a large percentage of enquiries and support calls we get could have been resolved by checking the documentation, or even just reading the landing page of the website. I'm still not sure how to efficiently resolve these.
- corobo 11y agoHi Genericuser, Our documentation located at <direct url> should be able to assist you with <problem xyz>, please do let me know if there's anything there that needs clarifying! Kind regards,
- username223 11y agoBetter: Hi <indication that we're tracking this problem>, ... please do let <contact to avoid fighting back through automated menus and outsourced support> know... Kind regards, <person ultimately responsible for failure>
- craigvn 11y agoWith documentation it will only be used if it is visible. If they have to exit your program and go to a website and search it won't be used. If you have a prominent (not hidden in a menu) search for help option it will be used. Assuming the search function works well.
- danielbarla 11y agoThe documentation is HTML, but it's linked directly in the app, so you can get relevant information and tutorials about the function you're using. Most of the time these inquiries are related to "can it do X", rather than "how do I do X" - my best guess is that they want something in writing (therefore passing the responsibility for making the claim to us), rather than doing their own reading and confirmation. It still takes a fair bit of effort to answer all of these.