Content strategy for a Help-centre

Organizing and improving the help-centre content would foster a self-help first approach—and the support teams would be able to focus on the more complex, big-ticket problems.   

ESTIMATED BENEFIT

We calculated that grouping frequently asked questions and writing the first 5 solution articles would save about 2 hours of support time. Keeping that as a marker, we embarked on a goal of reducing 30 days of support time in a quarter on these tickets. 

IMPLEMENTATION

I collaborated with support engineers, the front-end developer, the designer and the business analyst to collate, prioritise, design and build a completely fresh knowledge bank for the new product. 

As the lead Content Strategist and Writer, I drove this initiative. I drew up a rough support-centre strategy and created a list of frequently asked questions. I then audited, edited and rewrote content with 75+ new solution articles replete with educational tutorials, GIFs and screenshots. We introduced streamlined canned responses linked to these resources, drastically cutting down support ticket numbers and speeding up resolutions. To continuously refine content quality, we also implemented an intuitive feedback system with ratings and comments. This helped us measure impact and keep the content user-focused.

It was a six-month long project.  

built categories for the help-centre

Results

The site surpassed our goal and reduced over 1200 hours of time in a quarter, that is, ~45 days for the support team.

With the automation and new help-centre content, the support team could focus more on answering deeper, bigger and complex questions for users.