Walk into an important business meeting, and you will most likely hear conversations around customer experience, customer service, marketing, sales, and the list goes on! SaaS businesses are so laser-focused on selling more and selling fast, and they forget about something fundamental. Any guesses?  It’s product experience – that has the power to make or...

In my vast experience in product support and working beside product development, I’ve seen how a poorly written manual can turn a great product into a source of frustration. Now you might say, “People don’t buy products to read instruction manuals.” I agree. But when it comes to making the best use of your products,...

In my decades working in complex engineering projects and software development, I’ve consistently observed a critical bottleneck: the absence of a clear, accurate technical manual.  Even brilliant innovations falter, not due to design flaws, but because their intricacies remain inaccessible to users or even other team members. A well-written technical manual transforms complex procedures and...

When new employees are thrown into the deep end with no instructions, they struggle to navigate unfamiliar processes, tools, and expectations. This highlights the critical role of comprehensive training manuals in setting new hires up for success. Research shows that 76% of employees say they are more inclined to stay in a company if it...

Imagine This – Your customer is in a problematic situation. He wants to make an urgent call but unfortunately, the mobile phone hangs. Confused on what to do, he opens his laptop and searches online for the product manual of his mobile phone to fix it quickly. By following the guidelines mentioned in the manual,...