Lead with the answer, then add details. Busy customers appreciate TL;DR sections.
Visuals reduce confusion for setup steps or UI changes.
Update impacted articles the moment you ship a new feature to avoid outdated instructions.
Add “Was this helpful?” buttons and push ratings back to your support tools.
Show related articles on contact forms so customers try self-service before opening a ticket.
Use a friendly, concise tone across articles to match your brand experience.
Deflect tickets and keep product updates documented.
Answer shipping, returns, and sizing questions before customers contact support.
Give clients branded resource hubs with change logs and best practices.
Document employee processes and self-service guides behind SSO.