Reinventing Remote Product Support
Half the Support Requests by Reducing Inquiries The pandemic forced companies to quickly adapt their remote product support strategies. A well-crafted instruction manual can transform into a key resource for both sales and support. Creative.space is a high-performance collaborative media storage platform that assists film and television studios in sharing and editing large video files, from live event recordings to award-winning movie footage. Unlike most enterprise-grade equipment in the film and television industry, Creative.space comes with an interactive online help site featuring intuitive, step-by-step video guides. Our team of product design specialists created, illustrated, designed, and developed this help site with the goal of providing an affordable training solution for customers and lessening the influx of support requests. They required a straightforward yet comprehensive support manual to send to their customers, which would ideally save time for both the users and the support team. The creation of an engaging, multimodal experience achieved this goal and beyond. Following its launch, customers began to utilize the manual instead of calling for assistance and even chose to forgo onsite training sessions, finding answers to their questions easily. The manual empowered customers to learn the product at their own speed, eliminating the need to wait for responses to support inquiries. This also allowed the team to concentrate on developing new features instead of training customers on existing functionalities. Additionally, the manual became an essential tool for sales, as sales representatives frequently used it to highlight the advanced features of the Creative.space software. If your customers’ support requests seem repetitive, consider using instructional content from incremental.design to break the cycle and direct your efforts toward enhancing your product.