Alex Rexroad - Customer Education and Docs at SupportLogic.io
I recently started at SupportLogic.io and am looking to learn about developing in-application guides and a resource center (that is integrated into a documentation sight). Anyone who has done so, if you have any recommendations, please let me know.
I've been using Pendo for a couple years now and found that with in-application guides, you're best to start with your who, what, why, where, and how. From there develop some measurables (I.e. how you can measure the impact of that guide and it's usefulness) that are documented for your business.
After that, take a step back and look at your actual support flow - most common queries etc, and build some guides around that. After which you can push to production, and see how people react! I think start off with just the one or two, so users aren't overwhelmed but get used to the new functionality.
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