Gone are the days when customer service and technical support staff can say, “We have the technical knowledge; we don’t need to know how to write.” To support your customers, you need to know how to write e-mail and self-service content that is predictable, clear, and easy to follow. If you can write well, the online help you provide will become the backbone of self-service initiatives, not a graveyard for small bits of information.
This course features hands-on practice in writing self-service content that truly enables customers to help themselves: knowledge base articles, FAQs, and templates for “canned” e-mails.
About writing knowledge base articles, you will learn:
- how to develop guidelines for writing articles, so that your knowledge base will be uniformly effective, no matter how many people contribute articles
- how to explain the importance of writing well to all knowledge base contributors
- how to write knowledge base articles that help both technical and non-technical users
About writing FAQs, you will learn:
- strategies for organizing FAQs so that customers can easily find what they need
- how to choose the appropriate question word for the FAQ so customers can identify the FAQ as the answer to their question
- how to write FAQs that provide a complete answer
- how to write FAQs that help both expert and novice users
About writing templates for “canned” e-mails, you will learn:
- how to write useful canned answers that completely resolve the customer’s problem
- when to send a canned response and when to compose an original response
- how to customize canned answers without rewriting them entirely
Course length: one day