Turn new customers into loyal champions with helpful content.
SaaS
Help articles, tutorial videos, & eLearning materials for SaaS products
Customer onboarding optimisation
Writing style guides, templates & tools
Imagine your customers wearing your brand’s
t-shirt 😍
That’s what champions wear when they fall in love with a cool SaaS product, like yours! 😎
But for some customers, the journey from sign-up to sweet success can be incredibly hard to navigate.
Especially when a company fails to support the goals their customers are trying to achieve at different stages of that journey.
And when it all becomes too damn hard, poof — they’re gone! 😭
That’s why you need a solid customer education strategy that delivers the right information to the right audience at the right time.
I can provide the high-quality, self-service content your customers need to unlock the immense value of your product. Keeping your customers moving forward by solving their problems faster, without hassling your team.
Now that’s how champions are made. 🙌
Hi
I’m Tina, a freelance help content writer.
I help startups boost customer retention by making their software products easier to learn. I specialise in locating the gaps where customers get lost. And curate educational content that guides them towards their goals.
As an experienced SaaS technical writer, I know how hard it is to maintain help articles, tutorial videos, and course content in line with a rapidly evolving software product.
It’s the kind of job that’s swiftly handballed around your product support team. They’re far too busy fighting fires and chasing answers.
Meanwhile, frustrated customers are itching to cancel because they don’t see the value in your product. If only they knew how to get more out of it.
When you partner with me, you get a dedicated resource who can take care of your company’s customer-facing content. Freeing up your team’s time so they can take better care of your customers.
Why work with me?
Expert in simplifying the complex
I lean into neuroscience and design thinking principles to create high-impact educational content that’s laser-focused on the unique needs of your customers.
Passionate about B2B customer education
I love helping growing companies transition to new technology. With over a decade of B2B software training experience, I know how to ease people’s fear of change and guide them to success.
Develop data-driven content strategies
I dive deep into Voice of Customer research to uncover what your customers really want to know. And analyse user behaviour and support ticket metrics to ensure your content is delivering the goods.
Help Content Services
Let’s make customer education your product’s best feature.
Content Creation
Onboarding Optimisation
Style Guides
& Templates
Are your customers getting lost in these gaps?
GAP #1 – Inadequate customer onboarding 😖
Onboarding is the most critical part of the customer journey. And it’s the biggest cause of churn. When your competitors are just a tab away, you can’t afford to get it wrong.
GAP #2 – Inconvenient points of friction 😖
Simplifying the language in your product improves usability. Less tech-speak, more human-speak, creates a positive emotional connection with the real-life people who use your product.
GAP #3 – Incoherent knowledge base 😖
A well-written and up-to-date knowledge base should be the cornerstone of your team’s customer education strategy. It’s a vital tool not just for customers, but also for training new staff.
I can help you fill the gaps in your customers’ journey with engaging content that turns ‘huh?’ to ‘aha!’
