Abstract
With today`s software market being predominantly user-oriented, customer satisfaction has become a significant and one of the most defining indications of the software product`s success. Most of the software product and service providers recognize the considerable impact of usability, implementing customization and top UX and UI features as a business differentiation alongside with high functionality features. However, there is one important component of customer satisfaction that is frequently overlooked, and that is a technical documentation.
Based on deep market analysis and profound understanding of a company`s goals and values, technical documentation helps establish clear communication with your target clients. It provides great customer service by taking full advantage of your offering to your customer, while focusing on your company`s values and culture.
What are the gains?
Quality internal and external documentation is a prerequisite for a stable and successful project, which fulfills two major roles:
- Great backup (internal documentation)
Internal documentation helps keep track of the project workflow. Having comprehensive and full documentation mitigates full dependency on the team members that were directly involved on the project. In the current dynamic market, it is important to trace all the processes and decisions made in order to shorten the time it takes for knowledge transfer in the case of an unexpected team member rotation.
- Selling tool (external documentation)
Absence of external user documentation, installation instructions, and troubleshooting options may broadcast indirectly that “we don`t care”, harming your company`s image and the overall user experience. On the other hand, with the visual guidelines creation, you can customize and specifically style your existing applications, while gaining advantageous marketing and selling business opportunities.
Helping the reader absorb, comprehend, and follow the program features and peculiarities, technical communication is aligned with the numerous software development methodologies and brings value to the customers in each environment where it is present. Without a full set of accompanying documentation no product’s release can be considered complete and user-oriented.
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