Customer Knowledge Base for Business Software
Customer Knowledge Base for Business Software
Embedded Files
Skills
Skills
Technical Writing
User Documentation
Documentation Management
Content Editing
Tools
Tools
HubSpot
ScreenPresso
KB Article Style Guides
Revitalized obsolete knowledge base. Reviewed and formatted over 300+ KB articles, removing 15% of articles.
Revitalized obsolete knowledge base. Reviewed and formatted over 300+ KB articles, removing 15% of articles.
Clients and support teams had stopped using the knowledge base. I coordinated with the product support team to revamp and restore confidence in the resource. I interviewed team members to understand pain points while establishing style guides and user metrics for long-term knowledge base health.
Clients and support teams had stopped using the knowledge base. I coordinated with the product support team to revamp and restore confidence in the resource. I interviewed team members to understand pain points while establishing style guides and user metrics for long-term knowledge base health.
"Benjamin took a disorganized and outdated knowledge base and turned it into something clear, consistent, and useful."
– Jodi H., Customer Support Lead
Documentation Management
Documentation Management
I established a consistent, feature-based article organization that provided clear divides for user guides and troubleshooting.
Visual Guides
Visual Guides
Established an image style guide using the company's existing Screenpresso tools, adding new images and updating old ones.
Formatting & Style Guide
Formatting & Style Guide
After converting articles to a new format, I created a style for the support team that defined essential steps needed to maintain readability and consistency.
User Feedback Analytics
User Feedback Analytics
Integrated user feedback analytics for the support team to track article effectiveness and identify problematic or outdated articles.
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