How a smart online manual eased MapGallery’s customer service load

Industry: Software

Location: Hoorn, the Netherlands

Customer needs

MapGallery needed a comprehensive online user manual to reduce the customer service load by providing users with clear and accessible information for independent problem-solving.

Customer overview

MapGallery is a software startup from the Netherlands. Their WebGIS application is designed to visualise and analyse geographic data through interactive maps. It is beneficial for sectors such as municipalities, urban planning, research, and public safety, where users can explore geospatial information through interactive map data.

MapGallery offers customisable map layers, powerful search functions, 2D and 3D views, as well as tools for measuring and exporting data. MapGallery is free for internal use within companies and for academic purposes. Commercial licenses are available for specific use cases.

The challenge

MapGallery’s small team faced difficulties managing customer service. Without a manual or help centre in place, users with questions or issues relied on calling the company directly. Eventually, the increasing volume of support calls became unmanageable.

As a startup with a single product, the company realised that alleviating the customer service load was crucial for their long-term success. MapGallery turned to INSTRKTIV to implement a solution.

The solution

Experienced technical writer Lennard van der Meij set out to develop an online help centre that would cover all relevant topics, from basic procedures such as logging in to more complex tasks involving advanced software settings.

The online help centre aimed to cover 70 to 80% of users’ help questions to alleviate the customer service load.

Implementation

Step 1

Lennard began by identifying all topics related to navigating the software that needed to be included in the online help centre. He then organised these topics into a comprehensive table of contents.

Step 2

Using this structure, the manual content was developed, combining clear text-based instructions with screen captures to create a step-by-step guide. 

“The biggest challenge in creating the manual was gaining a deep understanding of the software, its technical aspects, and how businesses use it. It took time and some hands-on experience with the software to get into the users' mindset and fully grasp how it worked in real-world business scenarios.” Lennard van der Meij

Step 3

INSTRKTIV’s MadCap Flare specialist Karen used the manual to create the HTML output for MapGallery’s online help centre.

During this process, two versions were created to cater to two distinct user profiles: admins and users. Admins have access to all topics, while users can only access the topics relevant to their role.

Step 4

To complement the online manual, INSTRKTIV launched a pilot project for MapGallery, featuring AI-generated explainer videos for two topics. A narrator guides users through each step.

These videos are scheduled for implementation in the near future. The pilot will help assess whether additional videos should be created for other topics.

“The videos offer a visual guide, making it easier to follow the steps. Science has shown that people follow instructions more easily when they can see a video demonstration rather than reading text.”

• Ferry Vermeulen, founder of INSTRKTIV BV

  

Results

With the implementation of the HTML manual, MapGallery was able to significantly reduce its customer service load, as 70 to 80% of help questions from users are now covered in the help centre.

Additionally, MapGallery now has a valuable resource of topics that answer users' questions. If customer support receives a question, they can simply send the customer the link to the relevant topic.

This allows MapGallery’s small team to boost efficiency and focus on what really matters, their core business. 

Additional benefits of MapGallery’s HTML user manual:

Real-time editing
Content can easily be updated in response to software changes, bug fixes, or user feedback.

Searchability
Users can search for specific topics or keywords, making it easy to find information fast.

Customisation
Content can be tailored to specific roles, such as admins and users.

Scalability
The online manual can expand and adapt as the software evolves, without added costs.

Exceptional user experience
INSTRKTIV’s designer Sil gave the manual a sleek design and a stunning look & feel.

Customer testimonials

“INSTRKTIV transformed our efficiency. Their understanding of startups made all the difference. Thanks to INSTRKTIV, the team can focus on their key tasks, and our users can find answers fast." Bart Baas, founder of Baas Geo Information

Conclusion

For startups and kickstarters with a flagship product, the value of a high-quality manual - whether online, physical, or both - cannot be overstated.

At INSTRKTIV, we understand that your success hinges on delivering the best possible user experience, and a professional manual is key to that.

Whether it's alleviating the burden on customer support, providing easily accessible information, or offering customised content, we’ve got you covered from content creation to the final product.

Our focus is on ensuring that your manual not only reflects your product's value but also empowers your users, allowing you to concentrate on what truly matters: growing your business.

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