Reduced Support Tickets

Reduce Support Tickets With Excellent Terminology

Technical documentation serves as the backbone of any product or service. When done well, it gives users the information they need to be successful without having to contact your support team. 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? Confusion and an influx of support tickets. Consistent terminology creates a cohesive user experience, ensuring that users can effortlessly navigate through documentation, FAQs, and support interactions. Ultimately, this reduces the need for additional assistance.

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. A reduction in support tickets directly translates to lower support costs. Consistent documentation solves this problem directly by making it easier for users to find answers independently. Furthermore, reducing support tickets isn’t just about saving time and resources. It’s also about improving the overall user experience. 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 benefits:

  • Reduced support costs: Accurate terminology lowers support volume and related expenses.
  • Improved user experience: Consistent language helps users understand and use your product effortlessly.
  • 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 isn’t merely a best practice; it’s a strategic imperative for businesses looking to optimize their support ecosystem. By prioritizing clarity and consistency, you can proactively take care of user needs, reduce support costs, and pave the way for long-term success.