Old content costs a lot more than new content.
Are customers struggling to find answers in your company’s knowledge base? Is your team burnt out from solving the same problems for every single customer? Are you regularly expanding your team to keep up with demand?
If this is your life right now – you’ve got a serious content problem. And it’s costing your company big time.
I can help you find and fill the knowledge gaps that are frustrating your customers.
Starting with an audit, I’ll replace your outdated articles, videos, and FAQ with curated content that guides customers effortlessly towards their goals.
Let’s get your company’s knowledge base working harder, so you can deliver high-quality customer support at scale without burning out your team.
Help Content Services
Content audit
Ready to transform the content chaos into self-service serenity?
It all starts with an in-depth review of your company's customer-facing content. Find out what's outdated, what's missing, and what needs improving.
Help DOCUMENTATION
Guide your customers to success with engaging how-to articles, quick-start guides, course text, in-product messaging, and more.
Video Scripts
Whether you're wanting to promote your product's latest features or educate customers on how to use your product - I've got you covered.
Tutorial Video production
Impress your customers with high-quality instructional videos that make learning your product super-easy. This service includes script writing, voice-over, and editing.
Top 3 Knowledge Base Mistakes
#1 – Focusing on features 😖
I’ve seen a lot of companies fall into the trap of organising knowledge content based on their product UI. Shifting the focus from ‘features’ to ‘tasks to be done’ makes it much easier for customers to navigate. And helps them achieve their goals faster.
#2 – Everyone contributes 😖
A knowledge base quickly becomes unwieldy and unhelpful when everyone creates content–but it’s no one’s job to maintain it. You need a dedicated resource who can implement a solid information architecture (IA) to ensure content is consistent and well-organised.
#3 – No maintenance plan 😖
Software products evolve fast, leaving virtual libraries of outdated content behind. Content maintenance should run in tandem with the release process, involving a technical writer from the start to ensure changes are documented.