http://www.serviceuntitled.com/help-outside-of-the-help-section/2008/02/29/ The blog about customer service and the customer service experience. Mon, 06 Sep 2010 06:18:07 +0000 hourly 1 http://wordpress.org/?v=3.0.1 http://www.serviceuntitled.com/help-outside-of-the-help-section/2008/02/29/comment-page-1/#comment-481686 Service Untitled » Improve Customer Retention with Documentation - customer service and customer service experience blog Thu, 13 Mar 2008 01:37:11 +0000 http://www.serviceuntitled.com/help-outside-of-the-help-section/2008/02/29/#comment-481686 [...] When I wrote my post about moving help outside of the help center, I promised to write a post about one of the main benefits of actually moving hep outside of the help center (besides the logical conclusion that customers will actually use the documentation more). The second benefit (and perhaps more importantly) is that help outside of the help center can teach customers how to use parts of your software or service that they may not be familiar with already. This is very valuable for a number of reasons. The more they use it, the better. If you have a software product that’s very powerful (I like to use Photoshop as an example), then there is a lot of value in teaching customers how to get the most out of it. If they know how to get the most out of your product, they are more likely to stay with your company and continue using your product or service. They get more attached, more used to it, etc. — all things that can result in higher repeat sale rates. [...] [...] When I wrote my post about moving help outside of the help center, I promised to write a post about one of the main benefits of actually moving hep outside of the help center (besides the logical conclusion that customers will actually use the documentation more). The second benefit (and perhaps more importantly) is that help outside of the help center can teach customers how to use parts of your software or service that they may not be familiar with already. This is very valuable for a number of reasons. The more they use it, the better. If you have a software product that’s very powerful (I like to use Photoshop as an example), then there is a lot of value in teaching customers how to get the most out of it. If they know how to get the most out of your product, they are more likely to stay with your company and continue using your product or service. They get more attached, more used to it, etc. — all things that can result in higher repeat sale rates. [...]

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