Save time with single-source and topic-based authoring.There are several advantages to using help authoring tools. Others are more powerful XML based authoring tools that require more tech experience from the user but can fit more demanding processes. Many tools offer a “What You See Is What You Get”-view (WYSIWYG), which makes it easy to see the impact of any changes. Customizing the interface, so it fits your brandĪ few tools offer more advanced features, such as customization, increased security functions, and analytics tools.Adding multiple authors to collaborate on the same text.Managing indexes, tables of contents, or images.Adding a source text that you can compile into different formats, called single-source authoring.Some of the basic features you can expect from any help authoring tool include: Most businesses will do well with a solution somewhere in between. Help authoring tools range from basic versions with simple features to advanced component content management systems (CCMS) that manage information on a granular level. You’ll often see it as a FAQ section or support document section on a company’s website.
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Some simple tips to get you started with creating useful help documentsĪ Help Authoring Software or Help Authoring Tool (HAT) is a content development tool that lets you create, manage, and distribute support documentation.Why you should consider using help authoring tools.This is why it's important that you choose the right help authoring software.īut, before we get into which help authoring tool you should consider for your business, let's dig a bit deeper. It’s no easy task to build, maintain, and improve a self-service portal that helps customers navigate to the right information level for their needs and solve their issues. In fact, a customer service barometer from American Express even shows that 63% of customers prefer to solve their issues using automated self-service, such as a website or mobile app. Money savings on customer service as there are fewer support tickets, messages, and calls.The ability to provide a standardized, ideal support experience.Your customers to be satisfied as they get help immediately, around the clock.This can be a dream come true for both your users and your business as it allows: One way to ensure that you provide users with the information they need is to make use of help authoring software to help create a customer self-service portal for your users. You already know that customer support is crucial, but did you know that 55% of customers claim that easy access to information and support can make them fall in love with a brand?
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