This post is part of the series #WCORL 2014
Other posts in this series:
- #WCORL – WordPress JSON REST API
- #WCORL – Designing for development, the value of collaborative design
- #WCORL – Write Better Documentation (Current)
Why write documentation?
- Support ticket reduction
- Customer satisfaction
- Increase Traffic
- Converts to sales
Good documentation shows you care. Helps the support reps. No more need to repeatedly write the same solutions, a link to the docs suffices.
How to get the most from it
- Use Visuals
More likely to get a support customer to go through the process of fixing it themselves. Helps reduce support rep phone time.
- Write it in the simplest way you can, write like you’re explaining to 5 year olds.
- Make sure you to keep it up to date
- Target search engines (leads to more traffic)
- Allow for comments
this can drive (voluntary!) community support, further reducing load for your support reps
- User-Submitted Documentation
Helps all the people. Exposure for the submitter, additional traffic for your website.
- Overlapping keywords
People searching for support with competing plugins can come across your documentation. Leads to the impression that your plugin is better and sale conversion as a result.
How do you get people to submit documentation?
– Give them an incentive to do so. For example, Inmotion may offer perks like swag, hosting, etc.
Continue reading this series:
#WCORL – Designing a process that gets things done