Playbook: Product Support
Welcome to DocMe360’s Product Support Playbook, our guide to onboarding users, answering questions, delivering insights, and making sure every person gets the most out of what we build.
You’ve shipped the product (congrats!), now the real fun begins.
The plays
01
Plan the launch experience
Support starts before go-live.
Don’t wait for tickets to roll in. Support is part of the launch plan, so prepare for it from day one.
How we do it:
- Build a support runway into the product roadmap
- Define post-launch success (adoption, feedback, stability)
- Staff a response team to triage early questions and edge cases
02
Design for onboarding success
First impressions make loyal users.
New users should feel guided, not thrown into the deep end. Make onboarding simple, friendly, and tailored.
How we do it:
- Create step-by-step onboarding flows and welcome guides
- Host live walk-throughs or “office hours” for pilot groups
- Include onboarding as a measurable milestone (e.g., “user can complete X task in Y minutes”)
03
Provide thoughtful, accessible training
No jargon. No overwhelm. Just help.
Training should be more than a set of slides. Design and offer training to help users feel confident and supported.
How we do it:
- Offer role-specific training (e.g., admin vs. end user)
- Support mixed formats: live sessions, recorded videos, short articles, FAQs
- Track attendance, feedback, and follow-ups to improve future sessions
04
Build useful, human-centered documentation
User guides should not make you cry.
Good documents are like good UX, they anticipate questions and make answers obvious. User documentation should be clear, user-friendly, and always up to date.
How we do it:
- Create quick start guides, how-to documents, and FAQs for different audiences
- Use plain language, screenshots, and real examples
- Keep documents version-controlled and review them regularly (nothing stale!)
05
Offer real-time and asynchronous support
Meet users where they are.
Different users need different kinds of help. Offer individualized options to make support feel like a conversation, not a queue.
How we do it:
- Provide multiple support channels: email, chat, ticketing system
- Offer “white glove” onboarding support during go-live windows
- Build in-app “need help?” link to docs or contact options
06
Track, triage, and resolve support requests
No black holes. Every ticket matters.
Every ticket is someone raising their hand with a question. Make sure questions are answered, resolved, and closed the right way.
How we do it:
- Tag issues by type, severity, and urgency for fast triage
- Assign clear SLAs (e.g., respond in one business day, resolve in 3)
- Use templates and knowledge bases to expedite consistent responses
07
Monitor performance and usage
Know if it breaks, stalls, or drops off.
Support isn’t just reactive, it’s proactive. Monitor system health and usage to prevent or resolve issues before users even see them.
How we do it:
- Set up dashboards for uptime, errors, and usage drop-offs (e.g., Datadog, Dynatrace)
- Monitor adoption trends (log ins, task completion, drop-offs)
- Automate alerts for anything critical (e.g., failed logins, error spikes)
08
Report insights, not just incidents
Share what is working. Fix what is not.
Turn support data into action for product teams, leadership, and users.
How we do it:
- Create monthly reports on top issues, trends, and time-to-resolution
- Highlight “what we fixed” or “what we’re improving” based on user input
- Share updates with both internal teams and external stakeholders
09
Close the loop with users
When they ask, you answer. Summarize what changed.
People should know their voice matters. When users report an issue or request a feature, keep them updated on outcomes.
How we do it:
- Tag feedback and link it to roadmap items or tickets
- Follow up with users when a fix or improvement ships
- Include user shout-outs in release notes when appropriate (“Thanks to Jenna in VISN 17!”)
10
Treat support as a continuous relationship
Every question is a chance to build trust.
Support is more than solving problems. It’s building relationships, boosting confidence and turning users into champions.
How we do it:
- Celebrate power users and active participants
- Offer feedback channels: short surveys, Net Promoter Score (NPS), or “Was this helpful?” buttons
- Treat support as part of the product lifecycle because it is
Final Note: Great support turns good products into beloved ones. At DocMe360, we bring care, clarity, and follow-through to every interaction from onboarding a new team to solving that login issue. We’re not just launching products, we’re launching relationships – this is how we keep them strong.