Documentation & knowledge
Documentation is part of the product
Customers judge a product by how easy it is to use — and much of that experience happens in manuals, FAQs and help articles, not in the product itself.
ChicCanvas team5 min
Documentation is usually written last, by whoever has time, and updated rarely. Then support spends its days answering questions the documentation should have answered.
Documentation & knowledge
Write for the questions people actually ask
The best source for documentation topics is the support queue. Repeated questions show where guides are missing or unclear. Starting from them keeps documentation useful rather than complete for its own sake.
Documentation & knowledge
Localise properly, or not at all
A translated manual that uses different terms from the product interface creates confusion. A shared glossary, a style guide and a two-step linguistic review — translation, then an independent check — keep terminology consistent across languages.
Documentation & knowledge
Treat documents like code
Documentation changes with every release. A repository with version history, clear owners for each document and an editorial policy make it possible to know which version is current and who changed what.
Documentation & knowledge
One knowledge base for customers and support
Support agents need the same answers as customers, plus internal procedures, scripts and escalation forms. Building both in one knowledge base, with roles and permissions, avoids two versions of the truth.
Documentation & knowledge
Make maintenance a routine
Every article needs an owner and a review date. A simple test helps: can a support agent find the answer in three clicks? If not, the structure needs work.
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Documentation & knowledge