I once wrote a help center for a SaaS product from 0 to 1. The entire document has about a hundred thousand words, iterated several versions, and also made a video demonstration demo of excessive roles.
Although it is ultimately limited to various product capabilities and other changes, it has not become a relatively ideal state, but in the process of writing the document, I also found Number List some meaningful things. SaaS products originally wanted to rely on the help center to lower the threshold for product use, but the result seems to be rather tasteless. What exactly is causing it, and is there an alternative solution?
1. What is the use of the help center for SaaS products?
Because most SaaS products involve the use of multiple roles, the cost of understanding is generally high when they are delivered. Especially, many products have created a lot of non-human product vocabulary, and they have to explain those vocabulary one by one. What is it, to further understand the cost
The help center was originally designed to help customers solve problems and understand the value of products. Why are the help centers of most SaaS products useless and useless?
In the early stage of many SaaS products, they generally do not deliberately do product functions related to the help center. After all, manpower is limited, and there is nothing wrong with focusing limited manpower on the development and iteration of core product functions. Some flexible products or operations will use third-party tools as a temporary transitional solution, but it is not a long-term solution to always jump to a third-party website that has nothing to do with the company, and it is a relatively low priority to schedule their own development. requirements, generally people will not do it.
The operation has sorted out a set of help centers, and sorted out product manuals, novice introductory videos, operation demonstrations of core functions, and FAQs. Why is it still an inefficient point-to-point communication and consultation when encountering product problems?
I can simply attribute it to the fact that most of the current SaaS products either lack an effective solution or lack the awareness of customer experience. After all, at the business level, as long as your product is sold, it will be finished. Anyway, whether the customer will renew the fee in the future will be the success of the after-sales customer; at the product level, it puts forward higher requirements for the comprehensive ability