Spread the Word!

Maybe I didn't coin the term - but I know it to be true: Good documentation helps your customers help themselves. And they will love you for it.

Nobody (ok maybe a rare bird but that can't be helped) wants to have to ask for help from your support team.

Ideally, the customer doesn't need to take a deep-dive into your documentation either because your app is so intuitive, but... When the situation does arise that a customer is stuck, making sure you've got documentation that is easy to find, easy to understand and always up to date will save you oodles of expensive support time.

Online documentation has come a long way from the drudgery and difficult manual effort it used to require.

Many great tools are available which allow real-time collaboration and very efficient updating like Gitbook (my current favorite). Your customers can also easily give feedback on how helpful the documentation was which helps your team know what needs to be revised.

On two of my recent projects I used Gitbook for the online documentation - Usher and Markup.