Help for You and You and You: a multi-faceted self-help system

Outcomes: Increases in customer volume can be handled with the same level of CSR and account management staffing. Costs remain low as revenue increases.
Challenges:
  • Loss of a full-time trainer with no replacement available left the organization mired in outdated PDFs for product help
  • The expectation that customers would undergo a lengthy on-boarding and training process was expensive and impractical
Solution: I replaced pdf-based “manuals” with 100% online help. I segregated and customised training materials for different audiences (end-users vs. content creators). I categorised, organised, and wrote most of the content. I enabled specialists across the organisation to lend their expertise to the help systems through a collaborative, wiki-based authoring system. I architected a next-generation embedded help system to deliver contextually-relevant help articles just-in-time, on every page in the site.