How to write Focus on your customers’ goals, not your features Pro tip: If you’re stuck for ideas, it helps to think about your help content under these headings. To do this right, you need to stay up to date with how your features work - so stay tuned in to your product's updates. For example, if you have a project management app, write about how you plan your own projects. Share the tips you follow yourself every day. For example, if you want to help your customers get set up with your product, only include tips that provide value right away - like how to install and customize your app. This will help you stay on topic and only include advice that’s genuinely useful. They’ll likely have internal cheat sheets which you can adapt into FAQs and how-to articles.īefore you start writing, define how your article will help your customers. Pro tip: Talk to your customer support team to find out what questions your customers are really asking. ‘Sorry this doesn’t work as expected right now’ and Then when writing your article you should address these pain points and say things like: It'll give your writing real empathy, and your readers will feel it. Walk through tricky workflows to experience your customers' actual pain points. So keep your advice to the point, accessible, empowering and friendly. Your content should help customers get what they need. Maybe they’re confused about how a feature works, frustrated that they can’t figure out a particular problem or hungry to learn, for example. Imagine how your customers are feeling when they arrive on your Help Center. Here's how to write in a way that educates your customers, and helps them find what they need.īefore you start writing Experience your customers’ problems When your writing is confident and accessible, they get excited about using it. A great help article teaches people about your product.
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