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Leverage interactive demos for knowledge base documentation to enhance self-serve education, shorten time to answer and improve customer success.
Objective:
To provide users with an intuitive and engaging way to access educational materials, improving their ability to find solutions independently and effectively, while reducing support tickets.
- Empower Self-Learning: Enable users to explore and learn about your product or service at their own pace.
- Reduce Support Requests: Decrease the volume of support queries by a user friendly self-serve option.
- Shorten time to answer: Embed How-To Tutorials directly in the product, giving users immediate access to answers when they have questions.
How to implement
#1 Integrate your step-by-step How-To tutorials in all the locations where users are likely to seek help.
- Product Interface: Integrate tutorials directly into the product interface, either beside the object being explained or in a dedicated support section.
- Knowledge Base/Help SharePoint: Replace or complement screenshot-based step-by-step articles with interactive tutorials for a more engaging support experience.
- Support Tickets: Include links to relevant demos in automated responses or support replies to facilitate self-service resolutions.
- Onboarding How-To Library: Provide a comprehensive library of onboarding tutorials to encourage user adoption and ease the learning curve.
#2 Demo structure
- Detailed Step-by-Step: Ensure the tutorial is thorough and precise, capturing all relevant drop-downs and explaining the specific choices available without shortcuts.
- End Goal First: Begin by stating the end goal of the process, such as creating an opportunity or converting a lead, to provide context for the steps.
- Clear Communication: Use guides and highlight specific elements by blurring surrounding areas to enhance clarity and focus.
- Text-Based Narrative: Prefer text-based explanations over video for easier updates; text allows you to modify individual screens without re-recording the entire demo, simplifying future adjustments.