How Technical Writing Influences a Better Customer Experience

Haley Osborne
January 23, 2023
min read
September 19, 2023
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How Technical Writing Influences a Better Customer Experience
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When your product is ready, you need to make it easy to use — for both your specialists and users.

Technical writing comes to the rescue by answering frequently asked questions and allowing you to save yourself from the time stuck searching for the necessary information.

Technical writing offers the following advantages:

  • Better interaction with the user.
  • Greater product availability.
  • Less recourse in case of breakdowns.

Most educated people write well, but technical materials, like program user manuals or research reports, require specific skills.

Learning the theory and comprehending the practical experience associated with the technical writing profession takes time. You may also want to turn to expert writing services such as essay writer pro.

To understand how technical writing influences a better customer experience, you need to understand who technical writers are and why a company needs them.

Who is a technical writer?

Technical writers prepare technical documentation for programs, services or other products and keep it up to date.

Their main task is to clearly and understandably inform the user about the product's features, functions, nuances and problems that may arise. Such instructions have different types of readers, but mostly they are:

  • Engineers who maintain or modify the product.
  • Users at various levels of training for whom these products are created.

It can be challenging for ordinary users to understand the sequence of actions, if and how to undo an operation, how to set up quick access to the most needed functions, and what buttons are created for this.

Advantages of technical writing

The technical writer's main task is to create, illustrate and adapt documentation in an understandable language for the end user.

These specialists can easily simplify your interaction with the client. Correct and clear instructions for any product are the first thing you should consider before releasing the product for sale.

These documents aren't just pieces of paper. If you deal with any technological product — whether it’s something physical like a new computer, or SaaS products such as online project management programs — there will always be those who don't understand how it works. Technical writing can significantly improve your customers' user experience, and you get a lot of benefits as a result.

Clearer communication with the customer

Product manuals are, in most cases, intended for users who know far less about the product than its developers.

Technical writers translate developer jargon into the simple language your customers need.

Reduced technical support costs

Technical writers think about the task from the user's point of view, not the developer's. Therefore, they are better at explaining how users can achieve their goals. Your customers, who have learned from the documentation how to accomplish their tasks, won't have to contact your technical support. This will save your customers time and money.

When documenting a product, technical writers test it to see how it works. During this time, they often discover bugs or usability issues. By fixing these problems before the product is released, you'll be sure that users will never run into them.

Wider product availability

Ease of use is one of the fundamental things users look for before buying a product. The simpler the product, the better. You can attract customers who previously found your product complicated or incomprehensible using quality technical writing.

First and foremost, this approach allows the customer to better understand the range of uses for your product. After reading technical writing, users often find something new about your product.

Saving time & energy

It's good if the customer knows exactly how the device works before buying it, but what if he doesn't? Usually, it can take a person two or more hours to understand something. Imagine what will happen if your customer encounters a problem and spends two hours solving it, but it gets him nowhere. He will remain angry and dissatisfied.

To avoid such situations, you must take care of every potential problem with your product in advance. The easier you describe its solution - the better. Of course, if your product is good, problems may rarely arise or not at all. Nevertheless, it's worth taking care of every one of your customers to get good feedback and a steady stream of customers.

Strengthen your technical writing with Scribe

Technical writing doesn't have to be a long-winded pain. Thanks to tools like Scribe, you can now turn any digital process into step-by-step guides — complete with text and annotated screenshots.

Oh, and did we mention it does all of this in seconds?

Scribe is an extension and desktop app that follows along as you work, turning your keystrokes and mouse movements into full blown written instructions that capture every click.

Here's how it works.

You can easily edit, share and export Scribes internally and externally — and every action is secure. You have control over how much you share, with who and when.


Plus, with Scribe Pages, you can combine Scribes with video, images and more to create:

  • Templates.
  • Manuals.
  • Work instructions.
  • Quick Reference Guides.

... and any other technical documentation you can think of. It's a no-brainer.

Writing is also an excellent tool for improving your customers' user experience. Although almost every company has technical writing, you can't always find quality options. You should take care of this before you put your product on the market.

Learn about more technical writing tools and Chrome extensions for technical writers to find the perfect solution for you.

Create a stronger customer experience with technical writing

Every major company, such as Google or Apple, has tech writers. They make using the product more accessible and more convenient for you.

The first thing you encounter is the technical description of the product. At this stage, the user makes his first impression of the product and the company. Remember about it, and the result will not make you wait long!

Ready to try Scribe?

Scribe automatically generates how-to guides and serves them to your team when they need them most. Save time, stay focused, help others.