Support teams often answer a deluge of similar questions. Maybe users can’t figure out how to turn off a specific setting in your software. Or they keep getting stuck halfway through onboarding, even though all they need to do is twist a valve a few degrees. “Didn’t they check page 12 in the user manual?” you wonder in exasperation.
Don’t blame your customers. Even the most knowledgeable people can get confused by vague or overly complex technical documentation. Creating clear and accurate documentation is one of the fastest ways to reduce your support expenses. It also empowers customers to help themselves instead of waiting for your team to respond. However, internal experts often don’t have the bandwidth or the skills to create top-notch documentation.
Outsourcing to a freelance technical writer is the most logical solution. A freelance writer can build out and improve your documentation, so you spend fewer resources on support.
Reduce Support Tickets with Clear Technical Documentation
Customers usually reach out to support as a last resort. No one enjoys waiting on hold for a representative or trying to explain a strange glitch to a chatbot. If they can’t puzzle through it on their own, though, they’ll have no choice but to put in a ticket.
Technical writers help customers help themselves by creating structured documentation, such as:
- eLearning courses
- FAQs
- Instruction videos
- Product documentation
- Troubleshooting guides
- User manuals
For customers, it’s a whole new ball game. Instead of calling to ask how to put their new lamp in sunrise mode, they can watch a short video or leaf through the user manual. That means your team isn’t stuck explaining the same thing 10 times a day.
Excellent documentation can also turn a so-so experience into something much more satisfying. When customers understand how all the features work, they get more out of your products. That makes them more likely to come back.
And the customers aren’t the only people who benefit. Hiring a freelance technical content writer also makes life easier for your team. Instead of obsessively rewriting product descriptions, they can spend their time debugging code and testing features.
A Freelance Technical Writer Helps Accelerate Customer Onboarding
For many customers, onboarding is a make-or-break time. If they struggle to learn how to use your product, they may give up entirely.
Technical writers prevent headaches by creating step-by-step guides, walkthroughs, and other setup documentation. This content reduces friction by teaching customers how to use your products faster. For example, 67% of software-as-a-service users rely on interactive guided tours to understand a product’s value.
Smoother onboarding also reduces churn because they have all the information they need to succeed.
Translate Complex Workflows Into Clear User Documentation
Developers have a deep understanding of the nitty-gritty technical details. However, they don’t receive formal training to beef up their writing skills. That means even the most intelligent professionals may not know how to describe a solution to everyday users or where to put commas.
Tech writers bridge this gap by translating complex engineering concepts into user-friendly documentation. If someone can learn how to reset their robot from an FAQ page, they’re less likely to contact support when the machine goes haywire.
Improve Product Adoption and Customer Confidence
Even the most enthusiastic users can feel hesitant when trying out new products. With clear instructions in hand, they can explore features and push buttons without fear of breaking something.
Excellent documentation also builds loyalty and separates your company from competitors who aren’t as helpful. 35% of customers think clear communication makes brands stand out, while 41% feel the same about a seamless experience.
Writing a user manual may feel like a small gesture, but it goes a long way to winning over customers.
Freelance Technical Writers Reduce Documentation Bottlenecks for IT Teams
IT professionals often have tight deadlines and overflowing to-do lists. If you ask them to write a 60-page user manual, they might never get to it, or else slap something together in an afternoon. Plus, they usually don’t have any formal writing training.
Managing freelance writers takes less time and mental energy. Rather than writing documentation themselves, IT teams can demonstrate their processes and leave the rest up to the writer. That gives them more time to focus on product development.
Hiring a Freelance Technical Writer Is More Cost-Effective vs an In-House Team
If you’re ready to hire a technical writer, don’t draft that LinkedIn ad just yet. First, you’ll need to decide if you want an in-house documentation team or freelance writers.
Start by crunching the numbers. In the United States, they earn an average base salary of $65,000, with top earners making low six figures. Don’t forget to include benefits and onboarding costs. This can be a big commitment, especially for small businesses.
A freelance technical writer’s salary is more flexible and less likely to strain your bank account. Rates vary by industry, expertise, and project complexity. At Freelance Writing, our pricing starts at $50 an hour. If you have small or infrequent projects, a freelance writer can save you a lot of money.
The steps to hire a freelance creative writer for technical content are also simpler. Many writers share their portfolios online, so you can see if their writing style meshes with your brand. Or post a job ad and ask for writing samples.
For an even faster turnaround, reputable agencies will match you with qualified, pre-vetted writers. Instead of learning how to find technical support freelancers yourself, let the agency handle everything.
It’s easier to scale freelancing teams, too. If you’re launching a new product line, add an extra writer to get all the documentation done before your first shipment. Seasoned freelancers need much less onboarding than in-house employees, so they can jump right in.
Scale Documentation and Reduce Support Costs with a Freelance Technical Writer
Companies often treat documentation as an afterthought, but that’s a mistake. Great guides make the difference between a frustrating experience and a satisfying one. The next time your product makes a strange clunking noise, your customer can leaf through the manual to figure out what’s wrong. No support ticket necessary.
Of course, not all documentation is created equal. If customers can’t understand what you’re trying to say, they might just click the return button.
Avoid this issue by collaborating with vetted freelance technical writers. These experts specialize in turning complex ideas into easy-to-follow instructions. And they often pay for themselves by cutting down on support tickets.
Wondering how to find a specialist for technical support freelancing? Freelance Writing has a curated network of experts for every industry. We’ll create a shortlist of vetted writers that meet your needs, so you don’t have to sift through endless resumes. Whether you need a single user manual or ongoing support, we’re here to help.
Get in touch to learn how we can help solve your support headaches with high-quality technical writing.
