4️⃣How to write good support articles
Last updated
Last updated
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:
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.
The user is seeking support because they were trying to complete a task and couldn’t. Make your titles actionable.
Use the same words for the same features across articles. Using synonymous words for the same features across articles is disorienting for users.
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.
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.
Use UI elements to make it scannable. The last thing a frustrated user wants to see is a block of text.
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.
