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Posted on Jul 17, 2015 10:00:00 AM by Jonathan DeVore

One Overlooked Reason Your SaaS Isn't Being Adopted

After you've onboarded a prospect/new customer to your SaaS, and after they've gone through some additional training, your users may still have trouble using your product - not because your instructions are bad, but because your users may still not know what to do.

Posted on Jul 17, 2015 10:00:00 AM by Greg DeVore

Do your customer support articles answer more than one question? (They shouldn't)

Many support teams make the mistake of trying to combine customer support and customer training resources into the same article. To understand the difference between customer support and customer training, read here.

Posted on Jul 16, 2015 10:33:00 AM by Greg DeVore

Education through the Customer Lifecycle: Onboarding, Training, Teaching and Support

Customer education is an important component in improving customer retention, product adoption and customer support. At the same time, as many businesses move to SaaS models, traditional training models are breaking. Doing an onsite training for a new product implementation is becoming less and less practical.

Posted on Jul 9, 2015 4:05:00 PM by Jonathan DeVore

My 3 Rules for Onboarding Customers to a SaaS Product

I'm not aware of any commandments, requirements, or laws for onboarding customers to a software platform - but I do have 3 rules that I try to live by:

  1. Find out what a user wants to do
  2. Motivate them to action
  3. Give them a map that shows them how to get wherever they want to be

Why live by those rules? Well, during the onboarding phase, it's really important that your customers experience "wins" early on. If you know what they want to do, it's easy to motivate and provide a specific map. If you don't know what they want, you end up overwhelming customers with too much information.


Posted on Jul 3, 2015 10:00:00 AM by Greg DeVore

ScreenSteps is Making an Impact (Customer Survey Results)

A few months ago we launched a survey to see what kind of impact ScreenSteps was having in the businesses and organizations that use it. We were interested in answering a few questions:

  • Did our customers feel more productive?
  • Did they feel like they were creating better documentation?
  • Was ScreenSteps helping them improve their business or organization?

Posted on Jun 25, 2015 9:04:00 PM by Greg DeVore

It’s time to put your product documentation on the web

It’s time to put your product documentation on the web

We have been telling companies for a long time that they need to move their product documentation out of PDF and Word files and onto the web. This has been true for awhile, but over the last 12 months we have seen the number of companies doing this start to increase. Here are a few reasons why it is more important than ever to move your product documentation to the web.

Posted on Jun 17, 2015 8:56:00 AM by Greg DeVore

You Just Got Put In Charge of Your Product Documentation - Where to Start

Your boss just told you, “We need to do some product documentation. Can you look into that?” It can seem like a simple task at first but quickly gets overwhelming. We speak with a lot of people who have just been given the task of recommending a documentation strategy for their product and they aren’t quite sure where to start. Hopefully this article will help you out a bit as you try to break the task down into manageable chunks.

Posted on May 29, 2015 9:50:00 AM by Greg DeVore

Should you restrict access to your product documentation?

Reasons to Protect your Product Documentation

One of the primary questions we get when customers are setting up a new documentation site is "How do I protect my documentation?"

Posted on May 28, 2015 5:00:00 PM by Jonathan DeVore

14 Examples of Documentation Mistakes You Are Making

When it comes to doing something right, sometimes it helps to see common mistakes others make. So here are 14 examples of common mistakes you might be making (and yes, I even included a mistake we made in our own documentation).

You'll notice that none of it is internal documentation - unfortunately, organizations aren't keen on letting me see internal procedures. But the lessons we can learn from software documentation are definitely applicable to how you create your organization's internal documentation as well.

Check out 10 Examples of Great End User Documentation

Posted on May 27, 2015 10:43:00 PM by Greg DeVore

What makes a successful self-service article?

Over the last few years it has been interested to see the increased focus on self-service support options. Not too long ago, most knowledge bases looked like a glob of text vommitted out into some sort of wiki. Knowledge bases were ugly and, in most cases, ineffective at helping customers help themselves.