Effective documentation is a crucial aspect of running a successful SaaS platform. For a company like Chinahouse, which offers online education solutions to universities and students worldwide, clear and user-friendly documentation plays a key role in ensuring that users understand how to make the most of their services. When Chinahouse approached us with a challenge to improve their documentation, we knew that our solution, Dokly, could make all the difference.
In this blog, we’ll walk you through how we helped Euniversity optimize their documentation process using Dokly, our custom WordPress theme tailored for documentation sites, and how this transformation has positively impacted their business.
The Problem: Complex, Outdated, and Inconsistent Documentation
Euniversity had grown rapidly over the last few years, offering a wide range of tools and services to educational institutions. However, their existing documentation had become a significant pain point for users. Here were some of the key issues they faced:
- Outdated Content: As Euniversity’s platform evolved, their documentation didn’t keep up. Many articles were out of date, causing confusion among users who were trying to follow old instructions.
- Inconsistent Style: The documentation lacked uniformity, with different formats, terminologies, and styles. This made it difficult for users to find the information they needed quickly.
- Difficult Navigation: Users struggled to navigate the documentation site, often having to sift through multiple pages to locate the relevant resources. This caused frustration and led to an increase in support tickets.
- No Search Functionality: Without a robust search feature, users had to browse manually, which significantly slowed down the process of finding specific information.
Euniversity needed a modern, streamlined documentation site that was easy to maintain, accessible to users, and scalable for future growth. That’s when they turned to us and Dokly.
The Solution: Implementing Dokly for Better Documentation
Dokly is a purpose-built WordPress theme designed for creating efficient and user-friendly documentation sites. With its easy setup, flexibility, and powerful features, Dokly was the perfect match for Euniversity’s needs.
Here’s how we transformed their documentation:
1. Full-Site Overhaul with Unified Structure
The first step in the process was giving Euniversity’s documentation a full makeover. We helped them implement a consistent, well-organized structure that categorized all their information in a logical and user-friendly manner.
- Clear Hierarchy: We organized the content into clear sections such as “Getting Started,” “Product Features,” “Troubleshooting,” and “FAQ,” making it easy for users to navigate the site and find what they needed.
- Consistent Formatting: Using Dokly’s built-in styling tools, we created consistent page layouts, typography, and headers to ensure that all documentation was uniform across the board.
2. Built-In Search Functionality
One of Euniversity’s biggest pain points was the lack of a reliable search feature, so we leveraged Dokly’s advanced search functionality to solve this problem.
- Instant Search Results: Dokly’s powerful search tool allowed users to type in keywords and receive instant, relevant results, drastically cutting down the time spent browsing through multiple pages.
- Filtered Search: We integrated filters into the search feature so that users could narrow down results by topic, product feature, or category, making the entire process faster and more intuitive.
3. Automated Updates for Documentation
Keeping documentation up-to-date was a major challenge for Euniversity. Dokly’s version control and automated update features helped simplify this process.
- Version Control: Euniversity could now easily manage different versions of their documentation, ensuring that users always had access to the most current information.
- Easy Editing Interface: With Dokly’s intuitive WordPress interface, Euniversity’s content creators could quickly update pages without needing technical skills. This allowed them to keep their documentation fresh and accurate without the help of a developer.
4. Responsive and Mobile-Friendly Design
A significant portion of Euniversity’s users access their documentation from mobile devices. We ensured that their new documentation site was fully responsive, delivering a seamless experience across desktops, tablets, and smartphones.
- Optimized for All Devices: With Dokly’s responsive design, users could easily access and navigate the documentation regardless of their device, improving overall accessibility and user experience.
- Mobile-Specific Enhancements: The search functionality, navigation menus, and page layouts were optimized for mobile users to ensure they could easily browse content on the go.
5. Reduced Support Tickets and Improved User Satisfaction
Perhaps the most significant outcome of implementing Dokly was the reduction in support tickets. With more intuitive and organized documentation, users could quickly find the answers they needed without having to contact customer support.
- Self-Service Empowerment: With streamlined documentation and improved search functionality, Euniversity’s users became more self-sufficient, reducing the strain on the customer support team.
- Faster Issue Resolution: The more user-friendly structure enabled faster issue resolution, leading to improved satisfaction and fewer delays in getting help.
The Results: Improved Documentation, Happier Users, and a More Efficient Business
Since implementing Dokly, Euniversity has seen dramatic improvements across the board:
- 50% Reduction in Support Tickets: The new documentation made it easier for users to find answers on their own, leading to a noticeable decrease in support inquiries.
- Improved User Feedback: Users reported a significantly better experience navigating the documentation site, citing the improved search function and organized structure as key benefits.
- Increased Efficiency: The content management team at Euniversity can now easily update and maintain the documentation, saving time and ensuring that users always have access to accurate information.
Why Dokly is the Perfect Fit for SaaS Documentation
Whether you’re a SaaS company like Euniversity or a business with complex product offerings, having well-organized, up-to-date documentation is essential for ensuring user success. With Dokly, you get:
Powerful features like search functionality, responsive design, and version control that ensure your users always have the best possible experience.
A flexible and scalable documentation solution that grows with your business.
An easy-to-use interface for creating, updating, and maintaining content without technical expertise.
