The benefits of having an excellent software user manual 

A few years back, we discussed examples of why you STILL need a software manual. Today, with software becoming more intuitive, providing software user help may seem redundant. Yet innovative technology has not eliminated the need for instruction manuals – and there are good reasons for this. 

So why do we still need software user manuals? The answer is simple: to make people’s lives easier. From getting started to mastering advanced options, and from pitching a sales offer to closing a business deal, product documentation aimed at the end users and their specific needs is key. And it can help your business become more profitable. 

In this blog post, we’re going to show how different user groups can benefit from a well-written software user manual – whether it’s a printed booklet, a downloadable PDF, a mobile-friendly support portal, or embedded help within the software UI. Some of these user groups don’t immediately come to mind, such as the company’s own employees.

In-house users 

Up-to-date documentation ensures accessibility and continuity of knowledge – not only for the end users, but also for your internal teams. For example:

• Your software user manual can serve as a foundation for onboarding new employees. Reading end-user documentation is a great way to learn about the product and its functionalities.
• The product developers may refer to manuals to make sure their new designs are consistent with existing features. This provides better user experience to your customers.
• Getting acquainted with the product documentation allows everyone in the company to better understand the customer’s perspective, which translates into better service.

Marketing and salespeople

A clear user manual is a sign of your company’s professionalism: it shows that you care about the customer and want to provide them with the best support. Not only does this build a positive brand image, but it also has a major influence on a prospective customer’s decision to buy your product.

And this isn’t just wishful thinking, but a fact backed up with solid data! A survey by D2 Worldwide showed that over 73% of customers found product documentation to be more helpful than videos, packaging, or even salespeople when making a purchasing decision. This means that your software user manual can turn into your secret weapon and give your company the edge over your competition.

In the case of online documentation, you can also gather information on how end users interact with your content. You can use web analytics to see which help pages the users access, and what they search for. Use this knowledge to identify what information may be missing, and to improve the help content, the product, and its UI – your customers will appreciate it.

Support teams 

Whether internal or outsourced, support staff have less on their plate when users have access to clear and understandable, up-to-date documentation. For your company, this translates into saving time and resources as well as into better customer care – the end users can avoid the fuss of contacting technical support and have the satisfaction of solving an issue on their own – with the help of clear documentation. Even if they already have experience using this or a similar software, new or less often used features may need an introduction. 

A trading platform provider, Elwood, reached out to 3di to help them create and maintain a documentation process that could keep their customers well-informed about their constantly evolving product. By refining existing user guides and then migrating them to Elwood’s documentation portal, updating APIs, and customising the search feature, we made the documentation accessible and ensured a better user experience. 

Getting started 

For inexperienced users, the first encounter with a new program can be frustrating. Even if they have used similar software before, some features may be difficult to find and use. A well-written user manual can minimise the barrier to entry. It makes the onboarding process more efficient, but also rewarding for the person being onboarded by putting them in control. 

Technical authors often hear that they “write those instructions that no-one ever reads.” It’s true that some users will not use the documentation at all – but some of them, like professional users, must read a user manual back-to-back. And even when someone is familiar, or even fluent with the software, the manual can be a quick reference guide when they forget how to use certain features.

Mastering the tool 

When the software has more complex or specific workflows, the user manual ensures that users remember about preliminary actions, follow the right steps and don’t overlook anything on the way. This helps avoid mistakes that could lead to errors, data loss, or just plain frustration. 

For seasoned users, who utilise the software daily, the manual may also show advanced features and shortcuts. It allows them to become power users, who take full advantage of your software’s capabilities. This translates into quicker and better results, and greater user satisfaction. 

Tips and tricks 

As your software evolves, a well-maintained user manual helps end users get familiar with new or upgraded options on an ongoing basis. It also allows you to share best practices that boost efficiency or just make things easier.

Without a manual, users might miss out on helpful capabilities that could improve their experience or results. For example, when you introduce a new module that groups related features and simplifies doing certain actions within the software, the manual can guide users through the upgraded process.   

Document your software – for your own sake, and the sake of its users 

The user manual is not just an addition, but an integral, value-adding part of any software product. The advantages of creating an excellent software user manual include the following:

• It allows new hires to get acquainted with all product features, which speeds up the onboarding process.
• Your marketing and sales teams can use it as a tool to present the product’s features to prospective customers.
• When users have access to a clear manual, they can figure things out themselves, and support teams have less on their plate. And studies show that most customers prefer to solve issues on their own before contacting support.
• It allows users to more quickly understand and master your software, which improves their satisfaction with the product. This translates to customer satisfaction and retention as well as positive reviews.
• It’s a way of providing end users with tips and tricks that can further improve their experience.

It’s clear that by investing in a good software user manual, you invest in your company’s image and the long-term success of your software product. High-quality documentation is an invaluable asset – for the end users, your own teams, and support staff as well.