Employee/Customer Onboarding, Training and Enablement

Article Makeover: Modifying a FullStory Help Article Using Workflows

Jonathan DeVore - Oct 3, 2019 10:09:38 AM

FullStory is an amazing application that helps developers and designers "fine-tune the customer experience." And from the looks of it, Fullstory uses Zendesk Help Center to manage its knowledge base.

And it looks really great!

But, while reviewing their help documentation, I noticed several articles that could (IMHO) be clearer if they were workflow articles. This blog post will walk through how I (if FullStory ever asked me to) would make over the article by using the ScreenSteps workflow article.

Topics: workflow article

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3 Reasons Workflow Articles Make Operating Procedures Easier to Read

Jonathan DeVore - Oct 1, 2019 6:39:31 PM

The ScreenSteps team has been helping customers create workflow articles, and the most frequently heard comment has been, "Workflow articles make this procedure so much easier to understand."

Topics: workflow article

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How to Convert Articles With Foldable Sections Into Workflow Articles

Jonathan DeVore - Sep 27, 2019 2:43:55 PM

The ScreenSteps knowledge base has an article that explains how to download the desktop editor.

Since ScreenSteps customers have one of two operating systems (Mac or Windows), we needed to create an article that would show customers how to download the desktop editor for either of those two systems.

It looked like this...

Topics: workflow article

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How to Turn Your Flowcharts Into Workflow Articles With ScreenSteps

Jonathan DeVore - Sep 20, 2019 12:41:16 PM

If you've ever tried to document a narrative for a flowchart, you're already familiar with how challenging it is to write something end-users can follow.

But things have changed, and a new ScreenSteps editor has made it easier than ever to transform flowcharts into interactive tutorials that even the least techy person can follow.

Topics: workflow article

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The Best Way to Write a Workflow Article – Replicate a Support Call

Jonathan DeVore - Sep 20, 2019 10:14:40 AM

The new workflow article has some amazing capabilities. You can write documentation that includes decision trees, checklists, and "click to continue" buttons.

But if you're new to writing workflow articles, you may find it difficult to author because workflows require you to write your help documentation a little differently than you're used to.

So, if you're having a difficult time writing workflow articles, here's a tip: Next time a customer calls in, record your phone conversation. Then, document that conversation as a workflow article – questions and all.

Topics: workflow article

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One Reason Your Support Articles Are Not Deflecting Customer Tickets

Jonathan DeVore - Sep 17, 2019 1:58:44 PM

Your customer support knowledge base has two main purposes:

  1. Deflect support tickets.
  2. Decrease ticket escalation from your tier 1 support agents to your tier 2 support agents.

If it's not doing those two things very well, then you may have this problem...

Topics: New Feature- workflow article

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2 Tips for Improving Adoption of Your Knowledge Base

Jonathan DeVore - Aug 1, 2019 12:48:00 PM

After you roll out your knowledge management system to employees and customers, you may encounter a lack of adoption. I've got two tips that can help with that.

Why don't people visit your knowledge base?

First, let's discuss a few of the reasons employees and customers don't visit your carefully crafted knowledge base:

  1. They don't know about it
  2. They don't know how to use it
  3. They can't find what they need (or what they do find isn't helpful)

Those first two are pretty simple to resolve by using your knowledge base during training, onboarding, and when responding to questions. It's that third one that can be a little tricky.

These next two tips relate to making sure end users can find what they need, which leads to better adoption of your ScreenSteps knowledge base.

Topics: Documentation Managers

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3 New Features Coming That Simplify Complex Procedures

Jonathan DeVore - Jul 29, 2019 2:04:29 PM

Six months ago, the ScreenSteps team received several support tickets for setting up Single Sign-on (SSO).

These tickets required phone calls or lengthy back-and-forth emails before finally being resolved.

Now, we love helping our customers, but our team was frustrated that our self-help documentation was falling short for this particular operation. Admittedly, SSO can get a tad complicatedeven I shuddered a little when I had to get involved with SSO troubleshooting—but isn't the point of self-help documentation that customers can perform tasks on their own without involving support?

Even though we had very detailed help articles for setting up SSO, apparently those articles weren’t very helpful to the majority of customers who were setting up Single Sign-on.

What was going on?

Topics: Documentation- New Feature

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Pruning the ScreenSteps Knowledge Base

Jonathan DeVore - Jul 22, 2019 2:49:49 PM

We are getting ready to release an update to the ScreenSteps template.

Topics: New Feature

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7 Myths About Training Employees and Temps

Jonathan DeVore - May 22, 2019 11:10:55 AM

In the training world, it’s easy to just do what everybody else does. But there are a number of misconceptions about training that you should be aware of.

Topics: Call-Center

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