From Unsung to Unstoppable: How Technical Writers are Driving the Self-Service Revolution

Report showcases the growing importance of technical communication in improving business outcomes, customer satisfaction, and organizational success

Heretto’s 2024 report, "From Unsung to Unstoppable: How Technical Writers are Driving the Self-Service Revolution," highlights how technical writers drive the customer self-service movement. The report shows how technical communication is becoming essential for boosting business results, keeping customers happy, and helping organizations succeed.

Photo: bruce mars on Unsplash

Key Insights:

1. Changing Landscape: Previously undervalued technical content is considered essential for business success. The report stresses that customer self-service, driven by technical documentation, reshapes industries.

2. Impact on Customer Retention and Career Opportunities: Survey findings reveal that online documentation is heavily utilized when available, significantly impacting customer retention. Many respondents see technical writers’ contributions to self-service initiatives as beneficial to career growth, with 45% believing it can lead to upward mobility.

3. Leadership Support: The report mentions that 90% of leadership supports self-service initiatives, which provide technical writers with a unique opportunity to align their work with business goals and increase visibility.

4. Future Investments: Organizations are committing to further investments in self-service, focusing on technology, content creation, and analytics. This suggests the need for technical writers to evolve their skills, particularly in content strategy, user experience design, and cross-functional collaboration.

5. Recommendations for Technical Writers: The report advises technical writers to:

   • Embrace strategic roles

   • Focus on measurable outcomes like customer retention

   • Collaborate across departments

   • Advocate for recognition

   • Invest in continuous learning and adopt a customer-centric mindset