The more time a customer spends asking for help, the less profit you make. Supporting customers after the sale is about more than call centres and self-service. Every touch point has the potential to create frustration and add cost if the words they find are not clear, accurate and helpful.
A carefully prepared manual reduces support costs and customer dissatisfaction. Step-by-step instructions, essential technical and regulatory data and troubleshooting guides should all be clear, succinct and supportive.
Frequently Asked Questions (FAQs) need to be presented in a way the customer can easily find and understand. This also applies to self-service, contact pages, regulatory disclosures customers will want to find.
Formal reports, white papers and disclosures can benefit from clear, accurate and engaging copy.
For almost three decades I’ve been writing technical documents for customers. I’ve written user manuals for software, getting started guides for hardware and key facts documents for investment products. My aim has always been to turn the technically complex into something simple for customers to understand.