In the fast-paced software industry, where changes seem to happen overnight, it's easy to overlook the importance of support and technical documentation. Good docs can help folks understand what to do, how to do it, and where to go next.

Within your team, docs play a vital role in ensuring smooth operations, preventing friction, and empowering customers to make the most of your tool. Here are five benefits (with examples!) of clearly written documentation.

Easier onboarding

You've just purchased a new software tool for your business, and now it's time to dive into the product. Well-crafted documentation can guide users through the setup process, helping them get up and running quickly. Userlane provides clear documentation to get started, covering everything from basic setup to best practices. They showcase a great example of onboarding new users while eliminating friction. 

Continuous learning

Continuous learning is key to staying relevant in the tech landscape. Clear technical docs not only help users navigate features, but also educate on best practices and advanced techniques. Platforms like Postman provide basic troubleshooting, navigating trust and security, and a code sample library. This empowers developers to enhance their skills and productivity. 

Reduce support strain

A responsive support team is invaluable to the customer experience. That said, empowering users with self-service options can reduce the burden on support staff. Providing a knowledge base with a mix of text and visuals can empower users to resolve common issues independently, freeing up support resources to focus on more complex problems. For example, Klaus offers a wealth of resources, including step-by-step guides, videos and annotated images. This allows users to understand things like score calculations without contacting support.

Effective troubleshooting

No matter how great a product is, users will encounter issues. When they do, having access to comprehensive support resources can make all the difference. Take Wistia, for example. Their documents thoroughly cover everything from embedding videos to playback troubleshooting, with several actionable steps and a link to their status page.

Build trust and loyalty

When users encounter a problem, the quality of support they receive can influence their perception of a product or service. Investing in Frequently Asked Questions shows that your team has a finger on the pulse of your customers' greatest needs. We love how Miro has all their FAQs front and center in their support documentation.

Conclusion

Investing time into your company's docs opens the door to positive user experiences and standing out in a competitive market. Not only are your docs a gift to your customers, but they're a gift to your future self and team. Well-written, regularly updated information can go a long way in preventing friction across the board.

Want to chat with someone about best practices and strategies for your knowledge base? Contact us - we'd love to help you make the most of your KnowledgeOwl experience!