Here are the results from our short survey into the reasons why organisations have end user documentation: (n=20) What can we learn from these answers – perhaps that there isn’t one single dominant reason why organisations have end user documentation. The results suggest its value in reducing costs and retaining customers is seen as more important than its… Read more »
The ROI of user documentation: you could break even if you avoided 3 support calls per week
We’ve been experimenting with another spreadsheet for calculating the Return on Investment (ROI) on User Assistance. We wanted to look at: how many support calls an organisation needs to have resolved by users reading the Help content instead of calling Support, before it starts to see a return on the cost of creating the Help. Using… Read more »
The new marketing funnel for software and other technology products
Prospective customers today know more about products than they have ever done. Many people tend to search for the solution to their problem on the Web and through Social Media before they buy a product or service, and many of them never even touch the product before buying it. This means the “marketing funnel” has changed into a loop…. Read more »
Getting users to answer their own Support questions
From the Cherryleaf Podcast: We look at getting users to answer their own Support questions – why would we want to do this, and how can we do this.
Free guide – Getting Customers to Answer Their Own Support Questions
We’ve just uploaded a free video guide on Getting Customers to Answer Their Own Support Questions. The guide is free. You just need to register and log into our elearning platform. See: Getting Customers to Answer Their Own Support Questions.