If you really know what you’re doing, you can set up your help widget in such a way that it will automatically display the 2-3 knowledge base articles that are most likely to benefit users according to which part of your app they’re on.įrom your customer’s perspective, that makes you look like a mind-reading Jedi, able to anticipate their questions even before they themselves can. If all those agents are salaried, that adds up to a lot of savings over time. If more of your users are able to solve their own product issues of their own accord, that means that fewer queries will reach your customer support team.Īs a result, you won’t need to employ so many support agents to answer the phone, emails, or online chat. Less tangibly, there’s also the sense of accomplishment you can give your users when they solve their problems for themselves. There are 4 good reasons to spend time and money building online manuals like this for your customers: Self-sufficiencyįirstly, there is value in allowing users to answer their own questions in a self-sufficient manner.ħ0% of customers prefer to look up answers on a company’s website than send an email or give customer service a call. If you’re thinking “this sounds like a lot of work to put together,” you’d be correct. Here’s what this looks like: Source: Postfity Userpilot has a knowledge base of its own:Īnd we’ve previously written about how you can use a help center widget to embed your knowledge base within your product itself, making it even more accessible to your customers. Many SaaS businesses have started creating knowledge bases on their websites.Ī knowledge base is a distinct part of your company’s website (often a subdomain) which houses content showing customers how to use your app. User guides can be physical, like the leaflet in the picture above, but in the world of software, they’re much more likely to be digital. And the SaaS world is no exception to this rule. Manuals such as these are used in almost every industry to assist users in getting the most out of products. If you’ve ever been through the millennial rite of passage that is building furniture from Ikea, you will have seen a user guide before. What is a user guide and why is it important? Userpilot will let you build all of these elements without needing to code. Walkthroughs commonly contain elements like tooltips, hotspots, checklists, microsurveys, and modals.It’s also faster for companies to build a walkthrough than a written manual. An interactive walkthrough might be a better option, since it’s more engaging for people to learn by doing (or by play) than it is to read a wall of text.Even with the best guides, there’s no guarantee that the user will read them, despite the countless hours invested into building them.A good user guide is concise, full of images and videos, and structured in such a way that it’s easy to search through.
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