Why we built a new documentation (and you should, too!)

 In Developer, Product

A lot of companies offer product documentation that frustrates rather than impresses customers. It isn’t intentional. However, companies today may not realize the potential damage that bad documentation can cause.

Even the greatest of products fail if it has a poor documentation.

Here’s why it’s important to have good documentation

1. It speaks to your customers: Your customer doesn’t always reach out through email or chat for support. Good documentation is the best way your product can speak for you. Make sure your documentation speaks the same language as your customers. Don’t create a bad impression of your company by having documentation that is badly written or poorly laid out. There are ways to make it cool, interesting and fun.

2. It helps across every stage of funnel: Each customer visiting the documentation section has different needs –

  • Exploring your product
  • Trying to get started
  • Stuck and needs help

Documentation is not just for your existing customers but also for your prospects. It’s like a first impression to developers, so spend that extra time in getting your documentation right and addressing possible queries across all stages of the customer & product funnel.

3. Make things easier for your customers: Reducing the customer’s effort and minimizing phone, chat and email interactions to get started on your product or resolve problems is the trick to ‘wow’ your customers. The right documentation plays a key role, especially if you are a tech company.

4. It’s your new social channel: Documentation is your way to connect with like-minded people and build a community. You can collaborate by asking users to suggest changes or start a forum. You can use it effectively as a social channel to engage and collaborate with developers. There are a host of interactive documentation tools available in the market to make your job easier.

5. Pitch more features: We spend so much time releasing new features but our success depends on how many customers are aware of it. When explaining and giving instructions in your documentation, introduce features that would be useful. This is a good way to get customers to know more about your product capabilities and use the product more efficiently.

6. It separates you from competition: A great product is good to have, but not enough. What makes you unique is the attention to detail, going that extra step to solve problems. Developers, like most people, don’t want to be sold.  Show them how you’ve built a useful product and help them discover your product more. Put yourself in developers’ shoes and outdo their expectations. This is what sets you apart from rest.

7. It improves your brand’s visibility: Big brands with bigger budgets and large teams working on SEO have tons of advantage over you. They can get away with ignoring the basics; they don’t have to try hard for link building and almost always end up on top for all keywords for which you work so hard to rank.

Your documentation is filled with keywords. It’s an incredible SEO asset that brands usually ignore. You can create a densely linked documentation with well-defined structure that’ll bring in steady flow of traffic. After all, your documentation is also a landing page, so don’t forget to add simple call-outs.

Announcing our new developer friendly documentation

We are happy to announce the release of our new documentation for Pepipost APIs. Our dev team is really excited with the new architecture of our docs and I highly recommend you take a few minutes to go through it. Stay tuned to hear more from Dibya, who will take you through the changes that we’ve done to make it easier for developers to navigate.

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