From Gregory Ciotti at Help Scout:
Knowledge base content should be easy to read; it is meant to be quickly browsed so users can identify the problem, read the solution, and fix the issue.
It’s important that you don’t intimidate users with a wall of text—if things aren’t easy to find, they’ll instead contact support, creating a ticket where a problem could have been solved by the user.
The entire article is a must-read for setting up your help site articles. But this one stood out to me. It doesn’t matter if you’ve got the answer on the page – the customer must be able to find it quickly and easily. If they can’t, they’ll just skip over the help article and go straight for your support pros.
Design your support pages as carefully and clearly as you design your app.
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