Write Support Documentation Users Can Follow
Support documentation fails when instructions are technically correct but hard to follow. Long blocks, inconsistent terminology, and weak step order increase support tickets even when answers are already published.
Use numbered lines for procedural steps and keep one action per step. Remove redundant words and ensure labels match the product interface exactly.
Before publishing, test instructions with someone outside the authoring team. If they hesitate at a step, rewrite for clarity rather than adding more text.
Good support writing lowers support cost and improves product trust. Clean text is one of the fastest ways to achieve that.