Documentation can play a significant role in reducing support tickets by providing users with the necessary information and guidance to resolve common issues on their own.
To identify the hot topics on support tickets, the docs team can liaise with the customer support team to get the support tickets data and figure out the content strategy. The docs team can add sections like FAQ, troubleshooting, customization, and best practices to address the queries. This can yield in reducing future support tickets.
You also need help from the support team on this task. When a customer raises a query that is already present in the docs, they should share the response along with the respective docs page link. This action would help the customers identify that the docs page is up-to-date and their queries can be resolved through self-service rather than a support ticket.
To identify the hot topics on support tickets, the docs team can liaise with the customer support team to get the support tickets data and figure out the content strategy. The docs team can add sections like FAQ, troubleshooting, customization, and best practices to address the queries. This can yield in reducing future support tickets.
You also need help from the support team on this task. When a customer raises a query that is already present in the docs, they should share the response along with the respective docs page link. This action would help the customers identify that the docs page is up-to-date and their queries can be resolved through self-service rather than a support ticket.