Re: Best business arguments for online help?

[Chris Despopoulos <despopoulos_chriss -at- yahoo -dot- com>]

IMO, the best arguments center on two ideas... Customer Experience and Technical Support Cost.
The former is about getting information as close as possible to the customer's current point of contact with the product. The less context switching the customer has to do, the easier it is to use the product (or at least to use the information about the product), and consequently the more positive the customer's view of the product. If you want to actually RETAIN your customers (not every business does), then online help is a tool to help that along.
The latter includes the former, but it is also just an extension of the argument for providing any documentation at all. If you already invest in documentation, then why not invest in making it as effective as possible?
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