Online help is topic-oriented, procedural or reference information delivered through computer software. It is a form of user assistance. The purpose of most online help is to assist in using a software application, web application or operating system. However, it can also present information on a broad range of subjects. Online help linked to the application's state (what the user is doing) is called Context-sensitive help.
Online help has largely replaced live customer support. Before its availability, support could only be given through printed documentation, postal mail, telephone, or in person
Online help is created using help authoring tools or component content management systems. It is delivered in a wide variety of formats, some proprietary and some open-standard, including:
Online help is also provided via live chat systems, one step removed from telephone calls. This allows the support person to conduct several support sessions simultaneously, thus reducing costs. The transcript is immediately available and can be sent to the customer after the session ends.
The chat feature also reduces the intense negativity that can be directed at customer support personnel, requiring the customer to calm down and articulate their thoughts more clearly.
Microsoft develops the platforms for delivering help systems in the Microsoft Windows operating system.