Product documentation

Scale content creation and deliver a rich, rewarding experience (consistent across pre- and post-sale) for product documentation, information manuals and more.

Meet the growing demand for high-quality documentation

Product documentation, be it help, support or technical, is often the first thing that customers look at when using a product. As organisations create more product variants and SKUs, the demand for associated documentation keeps rising. But, more often than not, documentation teams are either understaffed or lack appropriate solutions to do this effectively. Not only can scaling content creation become a challenge but managing content efficiently and providing a rich, consistent content experience across channels also takes a massive effort. Organisations face various challenges across the content lifecycle:

High total cost of operation

Piecemeal, disjointed solutions from multiple vendors drive the total cost of operation higher, posing a massive challenge for IT teams. This problem is compounded by the fact that technical and support content is generally managed using a different CMS from the web CMS used for marketing purposes.

Poor documentation experience

Most documentation portals are not easily searchable, the experience isn't interactive and often just have static, monolithic PDFs.

Inconsistent content experience

Providing a content experience which is consistent across channels, especially with marketing content, is a big challenge. This is primarily due to the silos between marketing and technical content teams.

Inefficient review and collaboration

Organisational content workflows often lack robust review and collaboration capability. They fail to keep authors and content contributors informed of the multitude of changes and/or versions. In fact, most solutions can’t even provide an easy way to involve subject matter experts in the review process.

Frequent product updates

Organisations are constantly evolving their products. While the core documentation might remain the same, a lot of it can get enhanced compared to earlier versions. There can be new workflows, features, steps, error fixes, new branding or regulatory changes. The task of keeping so many documents up to date can be overwhelming, especially without an efficient content reuse capability.

Soaring translation costs

Inefficient content reuse leads to content duplication, resulting in higher translation time and costs.

Multichannel publishing

Consumers today want personalised experiences, tailored to their needs, across devices and formats. Without an enterprise-class multichannel publishing capability, that can be difficult to deliver.

Inefficient content workflows

Over a period, the content technology stack can become cluttered with complex workflows which require manual intervention. This increases time, costs and maintenance overheads.

Creating long and complex documentation

Technical documentation, especially in high-tech and manufacturing sectors, tends to be long and complex which mandates the need for a robust, scalable solution built on a structured content management approach.

Migrating from unstructured to structured content

Moving legacy unstructured content to structured can be a daunting task requiring huge investments in terms of time, cost and effort. This can also severely affect business continuity.

Getting stuck with a proprietary content format

Organisations are always wary of getting stuck with a proprietary format that makes them vendor dependant. An open standard helps future proof their content and migrate easily if need be.

Lack of integrated analytics

An inability to track technical content consumption reduces the ability of content teams to deliver personalised marketing content based on usage patterns.

Overcoming these challenges can go a long way in delivering an exceptional customer experience.