Clear How-to Guides for Faster Support

You can use MagicHow in the process of making SOPs in those parts of documentation which are connected with using the software. Considering that a considerable volume of the customer support team's work requires software, MagicHow can be a helpful tool for creating step-by-step guides for a wide variety of tasks. With MagicHow, you can make detailed, visual, and concise guides for using the following types of software common for customer support departments:

• help desk software;

• customer relationship management (CRM) software;

• live chat software;

• ticketing systems;

• knowledge base software;

• call center software;

• analytics and reporting tools;

• remote support software;

• collaboration and communication tools.

If you expect your customer service managers to have mastery of using all these tools, you should empower your employees with manuals on how to deal with software. These manuals can be part of SOPs or used independently. You may need step-by-step guides while onboarding your new hires. In addition, detailed manuals will help your customer care team handle their everyday tasks and keep the high quality of your company’s services. With MagicHow, you can create step-by-step guides of any complexity automatically, quickly, and easily.

There are two ways of using guides, instructions, and manuals created with MagicHow, to enhance customer support teams' performance. Here are two groups of opportunities:

1. To train customer service managers and guide them in handling their everyday tasks. With detailed instructions on using software, managers can respond quickly to requests and provide clients with accurate answers. By having a competent approach to remote support tools, managers can assist clients in troubleshooting their difficulties remotely, thereby increasing customer loyalty and retention levels.

2. To create a knowledgebase for clients, consisting of step-by-step guides and answers to frequently asked questions in the form of instructions and manuals. By creating such a knowledgebase, you empower your users with a tool for solving the issues on the spot without wasting time and effort on seeking assistance. Moreover, by sharing with clients basic knowledge on how to use your services, you can reduce the number of requests to the tech support department.

With MagicHow, you can create how-to guides for both purposes. The tool gives you an opportunity to make instructions or manuals automatically with minimal effort. MagicHow records the process, breaking it down into steps, and compiles it into a comprehensive guiding document. You can then customize your guide to meet your target audience’s expectations.

With MagicHow, creating a how-to guide is simple and straightforward. The process includes the following steps:

• launch the MagicHow browser extension or desktop version;

• open a program or extension you want to describe;

• start recording the process as soon as you start performing the actions;

• follow all stages of the process at a comfortable pace;

• stop recording;

• go to the MagicHow dashboard to see the result and add details.

Then, edit a guide by replacing or adding screenshots, writing comments, adding tips, and graphic elements. You can also customize your guide’s style by varying colors and fonts.Finally, share your guide once it’s completed. To make your guides effective for a customer support team at large, you should align the logic of the entire set of guiding materials with the customer service team's performance. Once you have identified your team's processes and who is responsible for their performance, you can build a knowledge base tailored to your managers’ goals and challenges. With MagicHow, the practical part of this job - making guides itself - could be completed with minimal effort.

There are several ways to deliver your step-by-step guides to client services managers and clients. MagicHow allows delivery to individual recipients and groups of people. You can choose the most convenient option from the following opportunities, depending on your goal:

• download your guide as PDF to keep the content unchanged and openable on any device;

• send a link to your recipients, modifying the access parameters - just like you would with Google Docs files;

• save a document as HTML or a Markdown to paste it into a blog post or other publication on a third-party website;

• embed a guide into your knowledge base, SOP, or user manual.

The particular combination of these methods ensures access flexibility. You can always deliver your documentation to a wide audience or, conversely, to narrow the list of recipients down to keep it private.

MagicHow is available on a desktop. There are two versions available: a browser and a desktop. The browser version is compatible with all popular browsers, including Chrome, Firefox, Edge, and Safari.The desktop version enables you to make guides for your desktop software. In addition, it can be used even when there is no Internet connection.

We aim to ensure that as many people as possible can benefit from our tool, saving time and effort when creating guides, tutorials, and instructions. That's why we offer the majority of features for free. However, to further enhance and improve our product, we have some paid features available at an affordable price. Your support allows us to continue developing and enhancing our tool for your benefit.