Prepare Support Materials

Support materials such as documentation, FAQs, tutorials, and customer support resources ensure users have a smooth onboarding and troubleshooting experience.

Why it's Important

Reduces user confusion and frustration.
Builds trust and confidence in the product.
Enables effective self-service and customer support.

How to Implement

Create Onboarding Guides: Develop step-by-step tutorials for new users.
Write FAQs: Address common questions and concerns.
Build Help Center Content: Provide detailed articles and troubleshooting guides.
Train Support Teams: Ensure they are equipped to handle inquiries.
Design In-App Help: Include tooltips, walkthroughs, or chat support.

Available Workshops

Content Planning Workshop: Define key topics for support materials.
Support Team Roleplay: Practice handling potential user issues.
Onboarding Testing: Observe how users interact with onboarding resources.
Feedback Collection: Gather input on help resources from beta users.
Iteration Sessions: Refine support materials based on testing feedback.

Deliverables

Onboarding guides and tutorials.
FAQs and troubleshooting articles.
Customer support training materials.

How to Measure

Feedback from beta users on support materials.
Number of common questions addressed proactively.
Support team readiness and confidence.

Real-World Examples

Dropbox

Created clear onboarding tutorials and an extensive help center.

Canva

Developed in-app tooltips and video tutorials for new users.

Zoom

Offered live training sessions and FAQs to guide users during onboarding.

Get It Right

Focus on user-friendly language and visuals.
Cover common user scenarios comprehensively.
Involve support teams in the content creation process.
Continuously update materials post-launch.
Integrate support resources seamlessly within the product.

Don't Make These Mistakes

Using overly technical language in support materials.
Skipping testing of onboarding and help resources.
Neglecting to update FAQs as new issues arise.
Assuming users will find help resources on their own.
Failing to train support teams effectively.