To support online help capabilities, businesses need far-ranging documentation, everything from FAQs and how-tos to troubleshooting guides, all part of a knowledge base accessible via different communication channels. And while that content is designed with self-help in mind, it also provides a useful resource for your CSRs. When the information they need is close at hand and simple to navigate it’s easier for your agents to improve the customer experience.
The Writers For Hire can create the online support content you need to satisfy customers, boost CSR productivity, and keep help desk expenses from becoming a drag on your bottom line. You’ll be able to help more customers at the same time without adding more agents.
We’ve developed online help files and knowledge base content for corporate clients across various industries. We work closely with your SMEs to learn about your product, understand the types of issues customers encounter, and create relevant documents that enable customers to make informed decisions and resolve their problems quickly.
Most of all, whether the customer request is simple — how do I change my password or manage my product license — or incredibly challenging — how do I get my old version of Windows XP to work with the latest software update — we’ll make sure your online help content is accurate, thorough, consistent, and complete. We can’t think of anything that’s worse than online help that confuses or aggravates a customer even more. And we’ll make sure it ranks well for SEO. After all, what good are your answers if no one can find them?
Content for Online Customer Help Centers
Online help centers allow customers to tailor their online service experience. There’s typically a dedicated web page with several access points where users can decide which services best suit them. Options include:
- Frequently asked questions (FAQ).
- Troubleshooting guides.
- Interactive step-by-step instructions.
- Help articles.
- Glossaries.
- White papers.
- Case studies.
Many online customer help centers feature chatbots that allow users to ask direct questions. Others also provide service ticket options, live chat, or phone numbers for a one-on-one customer service experience. Whichever options you choose, The Writers For Hire will help you create the appropriate content — clear, concise, and easy to read. We’ll also manage your files to ensure seamless developer handoff and help you find a suitable DevOps platform if you want to launch in-house.
Content for Employee Help Desks
Online help isn’t just for reaching customers. It also provides a streamlined way for employees throughout your organization to find answers quickly and confidentially to pressing questions concerning policies, payroll, benefits, safety, and other issues.
The employee help desk puts an end to non-stop back-and-forth emails or employee-manager meetings, allowing employees to quickly access the information they need then get back to their normal duties.
The Writers For Hire will plan, develop, and manage all the content related to your help desk. We’ll coordinate with your HR department to create FAQs, self-help articles, and other knowledge-based documents.
Why The Writers For Hire?
As a community of writers, editors, and project managers, we have the capacity to take on your online help campaigns, no matter how complex or technically challenging.
As a team, we know we can accomplish more when we work collaboratively, bounce ideas off each other, and share winning ideas.
But it’s our unwavering commitment to customer service that truly sets us apart. We value your time, honor tight deadlines, and treat every project as our own.