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Nexcess Blog

Support Docs Make a Comeback

April 27, 2012 1 Comment RSS Feed

Support Docs Make a Comeback
Over the last several months, we have dedicated considerable time and effort in revamping our Support Knowledgebase (KB). This undertaking includes updating existing content, adding new content, and organizing information into a more logical and intuitive structure. Also, for those who prefer to learn by watching rather than reading, we have begun creating video demonstrations to accompany each KB article. The content is the same, but presented in an online video. Our videos play directly within your browser, and provide control buttons that allow visitors to pause, rewind, fast-forward, and re-play as they wish.

To get a glimpse of how our videos are coming along, check out this demo on how clients can install WordPress through their SiteWorx control panel account:

Install WordPress via SiteWorx

In addition to enhanced content, we are giving our KB a face-lift! Not only will it be more pleasing to the eye, it will also be more organized and therefore easier to navigate. Visitors can find the information they’re looking for by using the robust Search engine, browsing by key category, or by using the “Related Topics” embedded within each article. Our goal is to make finding information as quick and easy as possible.

Yet another feature that we are looking forward to providing in the near future is a built-in commenting system, which will allow visitors to post feedback about a given article/video, on the spot. Our clients are as diverse as the services that we offer, so we feel compelled to do whatever we can to make sure that the information we’re providing accommodates their needs. Otherwise, what’s the point? (Note: Until the commenting system is implemented, we encourage all clients to submit documentation feedback/requests to

While we have made some dramatic changes, our Support KB is, and will continue to be, an ongoing work-in-progress. Technology is constantly changing, so we’re making it a priority to continuously update and keep KB content current. How annoying is it when you find a an article about setting up something on your website, only to realize that it’s three or more versions behind? Very annoying. And how can a company expect their clients/visitors to use their documentation when the company itself doesn’t even care enough to bother updating it? When it comes to getting the help, clients should be provided with a variety of resources to choose from, and feel confident that the information they’re getting is, at a minimum, up-to-date and accurate.

This is the first of many announcements about the progress of our Support Documentation. Stay tuned for updates!

Posted in: Nexcess