4️⃣How to write good support articles

👋 Introduction

In a self-serve support experience, users read articles to resolve their queries. The articles should be easy, direct and remove chances of miscommunication. This should be done while being strongly aligned to the product vocabulary. Here’s how to strike this balance well:

1️⃣ Title

Address a specific query

Write specific articles addressing a query instead of writing articles for a feature. Redundancy is okay as long as users are able to get to resolution as soon as possible.

Start with a verb

The user is seeking support because they were trying to complete a task and couldn’t. Make your titles actionable.

Maintain consistency for terms

Use the same words for the same features across articles. Using synonymous words for the same features across articles is disorienting for users.

2️⃣ Content

Use a “Who, What, How” structure

Introduce the task the user is trying to complete. If the task is applicable to a specific user group, mention that and tell the user how to complete the task.

Be action-oriented, not apologetic

In help articles, using phrases like “We’re sorry for the inconvenience” reinforces that the user ran into a problem and needed help. Instead, jump into the solution and help the user complete the task.

Make it scannable

Use UI elements to make it scannable. The last thing a frustrated user wants to see is a block of text.

Get feedback

This will help you improve your articles. Poor feedback on the article can trigger the high-touch flow (Example: Open up a chatbot, or create a ticket).

Anticipate what related queries the user might have — these could be queries related to that feature or queries with a similar intent. This helps the user find what they need easily.

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