Reduce Support Tickets with Excellent Terminology
Technical documentation is the backbone of a great user experience. When it’s well-written and consistent, it gives users the information they need to succeed, without having to contact support. Clear, consistent terminology help users help themselves. Let’s explore how precise terminology can play a crucial role in achieving this goal.
How Does Consistent Terminology Reduce Support Tickets?
Picture this: your product manual mentions an “Options” button, while error messages refer to a “Settings” tab, and live support uses the term “Preferences”. The result? Confused users and more support tickets.
Consistent terminology across all user-facing channels – documentation, UI, FAQs, and support – creates a seamless experience. When users understand what to look for and what to click, they’re far less likely to submit a ticket.
Technical documentation
/ˈtɛknək(ə)l/ /ˌdɑkjəmənˈteɪʃən/
Written communication that describes the functionality, features, usage, or architecture of a product or system
Can Consistent Terminology Really Lower Costs?
Absolutely. Fewer support tickets mean lower costs. When documentation uses precise, consistent language, users can solve their own problems faster. But it’s not just about cost-saving. Clear terminology also improves user satisfaction, builds brand trust, and frees your support team to focus on more complex issues. With fewer tickets, you can focus on innovation and growth, while satisfied customers become your brand ambassadors, driving long-term success.
The Benefits of Good Terminology Management
Investing attention in terminology might seem minor, but it has major returns:
- Fewer support tickets: Accurate terminology lowers support volume and reduces costs.
- Better user experience: Consistent language make your product easier to understand and navigate.
- Increased productivity: A shared terminology database speeds up the documentation process and shortens your editorial cycles.
In conclusion, embracing clear and uniform language in technical documentation is more than just a best practice – it’s a smart support strategy. By prioritizing clarity and consistency, you proactively support your users, reduce reliance on help desks, and build long-term trust.