From Unsung To Unstoppable: How Tech Writers Are Driving the Self-Service Revolution
From Unsung To Unstoppable: How Tech Writers Are Driving the Self-Service Revolution
Report highlights pivotal role tech writers play in the customer self-service revolution
From Unsung to Unstoppable: How Technical Writers are Driving the Self-Service Revolution is a 2024 micro-report by Heretto highlighting technical writers' pivotal role in the customer self-service revolution. The report is based on data collected in the State of Customer Self-Service Survey conducted in 2024. It emphasizes the growing importance of technical communication in improving business outcomes, customer satisfaction, and organizational success.
From Overlooked to Essential
Once the unsung hero quietly collecting digital dust, technical content has finally stepped into the spotlight as a powerhouse for business success. No longer just the 'manual no one reads,' it's now the engine driving customer self-service, reducing support headaches, and boosting satisfaction.
As industries increasingly embrace self-service solutions, documentation is no longer just nice to have — it's reshaping how businesses operate and putting technical writers front and center in the quest for innovation and growth.
72% of respondents said well-designed self-service solutions help keep customers around. And 81% mentioned that leadership is finally giving credit to those working on these initiatives. It just goes to show how important technical documentation has become in helping companies hit their goals.
Who knew tech docs could be such a game-changer?
Docs Drive Retention and Open Career Doors for Writers
Survey says: If you build it (well), they will read it!
Online documentation is a hit when it’s easy to find and use, and it’s not just customers who benefit — businesses see a boost in retention, too. In fact, when self-service content is done right, it becomes a major asset.
And here's the kicker: 45% of respondents believe that technical writers who contribute to these initiatives aren’t just helping customers — they’re setting themselves up for a career boost, with plenty of room to climb the ladder.
A Golden Opportunity for Tech Writers to Shine
The report finds that 90% of leaders support self-service initiatives, providing technical writers a unique opportunity to align their work with business goals and increase visibility. With 90% of leadership onboard, it's time for tech writers to grab the spotlight!
Self-service is getting the executive stamp of approval, which means writers have a prime opportunity to crank out content and strategically align their work with business customer experience goals. It's their chance to shine — to step out from behind the scenes and show leadership how their work isn't just helping customers, it's driving success.
Investing in Self-Service: How Tech Writers Must Expand Their Skills for Success
Organizations are doubling down on self-service, pouring resources into technology, content creation, and analytics to keep customers happy and engaged. For technical writers, this means it’s time to step up their game.
Gone are the days of just writing manuals—now it’s about mastering content strategy, user experience design, and collaborating across teams. If tech writers want to keep pace with this self-service wave, they’ll need to become more than just content creators—they’ll need to become content strategists, user advocates, and cross-functional superheroes.
Do yourself a favor and download a free copy of From Unsung to Unstoppable: How Technical Writers are Driving the Self-Service Revolution.