Help Desk Article Writer
Reduce Customer Support Costs with Better Help Desk Articles
You can have the best-looking help desk on the web, but if its content isn't up to scratch, it's not going to help your customers. And what do they do if they can't find the answers they need? They get frustrated with your products, call your tech support, and raise tickets - none of which are good for your business. Is there an easy way to fix this? Yes - hire a professional help desk article writer.
Right now, you might be thinking:
'Why do I need someone external to write our articles? They can't possibly know our products better than we do.'
You're absolutely right, an external writer won't know as much about your business, but that's a good thing. If your help desk articles aren't hitting the mark, it isn't a product expert that you need; it's an information design expert. Someone who can see things from your customers' perspective and find and fix the weaknesses in your content. That's what I do, and I'm here to help.
Documentation expertise is what I bring to your project. I've been a technical writer for over 20 years, have a degree in technical communication, and am a fellow of the ISTC. So you can be sure that I know what I'm doing and that I follow best practices. Hire me to write your customer support centre articles, and I'll make sure your content is:
- Easy to read
- Easy to search
- Written from the perspective of your customers
- Designed to answer your customers' questions, explain concepts, and help them perform tasks
- Structured to guide your customers through the learning process
- Comprehensive - all the information your customers need to help themselves.
If you only need help centre articles, I can write them directly into your help centre software. If you'd like to know more about my approach to writing your articles, see How I Work.
Did you know that you can use external authoring tools to create content that can easily be turned into user manuals, HTML5 online help, and imported into your help centre? If that sounds interesting, see the section on exporting to help centres below. If you're happy with a more traditional 'write it in the help centre' approach, select the contact button below to get in touch.
Importing Content into your Help Desk could Save you Time and Money
Customer support systems, such as Zendesk, provide a great platform for delivering content. They are easy to use, and usually have support ticket systems that allow your customers to raise their issues electronically, so that you can manage your support efforts. But there are some things the support centre systems don't do so well, and content creation is one of them.
The Limitations of a Basic WYSIWYG Editor
Most customer support centres have a WYSIWYG editor (What You See Is What You Get), which provides basic word processing tools, such as italicise, bold, alignment, etc. That's okay if you are just creating the odd article here and there, but it really falls short if you have lots of content to provide to your customers.
In the image shown here, you can see the WYSIWYG editor in a Zendesk help centre. It's easy to write articles in it, but what happens when you need the same piece of information in lots of articles? There are no content reuse features, and so you have to either write it separately in each article or copy and paste over and over again.
That works, but if that content then has to be updated, you have to make the update many different times, to each article where it appears. That's a lot of repeated work.
But there is Another Way...
With Paligo, you don't have to do that - you create a piece of content in one place, and then it can be embedded in as many pages as you like. Then, if it needs to be updated, you make the change once in the original version, and the changes apply automatically to all of the embedded versions. This can dramatically reduce the amount of time it takes to update content (and write it in the first place - you'd be surprised at how much 'common' content there is in help desks).
This image shows a help desk page that was originally created in MadCap Flare.
The original Flare content was used to create a PDF output and the same content was then output as HTML help.
The HTML output was then fed into Flare2Zendesk, an app created by ContextEngage. As the name suggests, this converted the Flare HTML topics into Zendesk articles.
If you are interested in using an authoring system for content creation, get in touch and I can arrange a demo for you. I'm not a reseller or agent, but I sometimes work for them, and can put you in touch.