Best Practices for Creating an Interactive Manual for Customer Support

With the technology available, settling for a one-dimensional FAQ or knowledge base is only a disservice to your customers. As you create dynamic customer support mechanisms, make sure that you follow the interactive manual best practices to provide an improved customer experience.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Let’s take a look at some of the major interactive manual best practices to adhere to:

Interactive Manual Best Practices
Interactive Manual Best Practices

1. Start by identifying all possible troubleshooting or installation issues.

The first of the interactive manual best practices naturally starts at the beginning of the troubleshooting process. As you create your manual, you must begin by brainstorming and coming up with a list of a all possible troubleshooting or installation issues a customer may encounter.

2. Create a visual workflow for customers to follow. 

Once you’ve established the common problems, you can then lead the customer through a series of steps laid out in a visual workflow. This tip from the interactive manual best practices reminds you to also add multimedia and outside resource links to help with any confusion or questions.

3. Provide other channels of customer support. 

It may not seem like one of the interactive manual best practices, but you must make other channels of customer support available. Provide customers the option to connect with a helpdesk throughout the entire interactive manual.


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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree