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The best support experience is one where the customer never needs to contact us in the first place. We learned this the hard way. The same questions kept coming in, week after week. We could keep answering them, or we could fix the reason they were being asked. We chose to fix. Being proactive means anticipating problems and helping people before they get stuck.

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Inline tips

The product itself should guide users. Inline tips, tooltips, and contextual help reduce the need for external documentation. When someone lands on a new feature for the first time, the answer should be right there. Keep them short, show them at the right moment, make them dismissable. Use plain language. Avoid jargon. If an inline tip needs more than two sentences, it probably belongs in the docs instead. Good inline tips follow a simple pattern: explain what the feature does, suggest what to try first, and link to the docs if they want to learn more.

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Documentation

Our help docs should cover every feature and common workflow. The goal is for a teacher to find the answer to any question within a few clicks. Good documentation is written in plain, friendly language. It’s accurate and up to date. It’s organized by what the user wants to do. And it includes screenshots and step-by-step instructions where they help. If a support question comes in that our docs should have answered, that’s a signal to update the docs. Every support ticket is feedback on our documentation.

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Writing good docs

When writing or updating documentation:
  • Start with what the user wants to accomplish, then explain how
  • Use short sentences and break up long paragraphs
  • Include screenshots for anything visual (editor layouts, settings panels, navigation)
  • Keep steps numbered and specific (“Click the blue Assign button in the top right”)
  • Test your own instructions by following them in the product
  • Review docs quarterly to catch anything that’s drifted out of date

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Onboarding and first-run experiences

New users are the most likely to need help. We invest in making the first few minutes with Edzo as smooth as possible. That means clear onboarding flows, sensible defaults, and sample content that shows what’s possible. When a teacher signs up, they should be able to create a learning space, add a learner, and assign an activity within their first session. If they can’t, something in the onboarding needs work.

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Close the loop

Over time, patterns emerge in support requests. We track them and use them to improve the product (fix the root cause), update documentation (fill gaps), add inline tips (prevent the question from being asked), and create targeted guides for common workflows. When you notice a pattern:
  1. Log it. Note the question, how often it comes up, and what the user was trying to do.
  2. Decide the right fix. Sometimes it’s a product change. Sometimes it’s a doc update. Sometimes it’s both.
  3. Follow through. Make the change, then watch whether the question stops coming in.
The goal is simple: support conversations reveal gaps, and those gaps get closed in the product, the docs, or both.