ClearWay Docs
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FOR CUSTOMER SUPPORT TEAMS

A customer support knowledge base your team can keep current.

Give recurring customer questions a searchable, shareable answer. ClearWay Docs helps your team publish onboarding, account and troubleshooting articles, then review updates before they go live.

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Turn a repeat question into one maintained answer

Write a complete article for a common task. Link it from a support reply, onboarding message or the relevant screen instead of maintaining several copies.

Keep product changes under review

Update a draft, confirm the exact steps and publish when ready. The live answer remains available while your team reviews its replacement.

Find the next missing explanation

Paid-plan reader analytics show views, searches and queries with no results. Compare those signals with real support conversations before choosing the next article.

A practical support-content workflow

  1. Choose one recurring customer task. Start with setup, access, billing or a specific troubleshooting symptom. Record what customers ask and what a successful outcome looks like.
  2. Write the complete answer. State prerequisites, use the product’s exact button labels and finish with a check the customer can perform. Use the help center templates for a starting structure.
  3. Review and publish. Try the steps with the same access as the intended reader. Check the phone layout, images and links before publication.
  4. Link the answer where the question starts. Add the article link to your support reply or product Help link. Use a public launcher when appropriate; private customers need the configured full-page access flow.
  5. Check whether it helped. Look at recurring support conversations and, on a paid plan, reader searches. Improve an unclear answer before adding more pages.

See the support-question workflow guide for an evaluation approach. ClearWay Docs does not promise a specific reduction in ticket volume; measure the effect with your own customers.

A help center alongside your existing support tools

Your help desk handles conversations that need a person. ClearWay Docs provides the maintained articles those conversations can link to. It does not include a ticket queue or shared inbox, and does not claim a native integration with your support provider.

Publish general product instructions publicly when they are useful to anyone. For customer-only documentation, paid plans can connect reader access to your app’s login. Customer reading access stays separate from the documentation team’s editing permissions; evaluate your audience requirements with the access checklist.

If you are replacing an existing help center, import a small Markdown, HTML or article JSON sample first. Review formatting, links, attachments and old URLs before moving the rest. The migration guide explains the checks.

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BEFORE YOU CHOOSE

Answers for your evaluation.

Does a knowledge base replace our support inbox?
No. ClearWay Docs publishes reusable help articles. Keep your existing ticket queue or shared inbox for account-specific questions, escalation and conversations that need a person.
How can the support team find missing answers?
Core and Pro include reader analytics for views, searches and queries with no results. Use these signals alongside support conversations to decide which article to write or improve next.
Can we change an article without changing the live answer?
Yes. Draft edits stay separate from the published revision until you republish. Preview the update, review it against the product and publish when ready. Revision history lets you restore a previous version as a new draft.
Can we link customers straight to an answer?
Yes. Published articles have shareable links, and the help center includes keyword search. A public help-center launcher can link readers to answers; private customers use full-page Help links with the configured customer access flow.
GIVE CUSTOMERS A CLEAR NEXT STEP

Clear answers for customers.
More time for your team.

Put your product knowledge in one searchable place, with a workflow your team can keep up with.

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