Contiem Cited in Customer Satisfaction Article

Brown writes, “After investing so much time, effort, and resources into developing a product, it’s tempting to exclusively focus on getting it to market, closing sales, and generating revenue. But you don’t want to do that without surrounding each SKU with the necessary supporting documentation.

“It irks me when I see product teams toss in a half-baked user manual, generate a bulky PDF alternative, or skip creating an FAQ as if they’re afterthoughts. In my opinion, that isn’t just lazy. It’s a genuine failure to put yourself in the customer’s shoes.

“Supporting documentation, whether it’s a user manual, a troubleshooting tip, or a 101 concept, should be a priority. They should take the customer by the hand and walk them through the user experience. They are also user-friendly and provide genuine value at every step. This makes the user experience easier, paving the way for an informed, supported, and happy customer.

“How do you create support content with genuine value? Again, start with the customer.

“Contiem points out that static PDFs and bulky user manuals are obsolete. The content solutions provider adds, “Customers want searchable content they can access on-demand by pulling out their laptop, tablet, or cell phone.”

“If you want to improve the customer experience, don’t just create a great product. Back it up with accessible, user-friendly product documentation that adds value to the entire experience.”¹

About Contiem

¹Brown, Chalmers (2023, November 18). “How to Increase Customer Satisfaction With the Right Amount of Hand-Holding,” CustomerThink.com, https://customerthink.com/how-to-increase-customer-satisfaction-with-the-right-amount-of-hand-holding/.