Knowledge Base Creation
Starting at
$
2,000
About this service
Summary
Kick-off
We'll begin with an introductory call to ensure that this service is the right fit for your product. Typically, knowledge base creation occurs once full-time support members are hired, but for small companies who aren't ready to add to their headcount, this is a resource that's key to optimizing efficiency for customer-facing teammates.
If we decide to move forward, we'll schedule a time where I can connect with key members of your team to receive a product onboarding and understand common customer issues.
Week 1: Surfacing
I'll spend the week working through customer tickets and your product to understand firsthand how the product works and identify where gaps in the user experience are occurring--just like your first support hire would! I'll also work to understand the voice of your product and tone of support you'd like to provide.
We'll have a check in to confirm the direction of 2 key deliverables:
🗣 Your product style guide
📚 An outline of your library taxonomy, and the topics covered
Week 2: Drafting
The next week will be spent drafting deliverables--this will include your style guide as well as the library, including supporting GIFs/images. This work will be largely asynchronous, with occasional check-ins to confirm direction and approve supporting resources (i.e., that the screenshot is approved for customer-facing use).
✨ Video tutorials are available for an additional fee.
Week 3: Review
Materials will be delivered at the start of this work week, and we'll spend the remaining week reviewing materials together and revising as needed.
🚦The review phase includes 2 rounds of revision, but I know start-up life can be hectic & products can change--currently, all new clients will receive a complimentary revision after 30 days to ensure materials are still relevant.
What's included
Library of Support Articles
Get product support up and running with a complete library of articles covering product walk-throughs, account maintenance, and more. 2 rounds of revisions are included with this service!
Voice Style Guide
Every product is different, and every team is different. We'll work together to establish a baseline for responding to customers one-on-one and creating customer-facing copy.
✨CONTRA SPECIAL✨ Support Macros
FOR A LIMITED TIME, new clients signing up through Contra will receive pre-written ticket responses for common customer issues, included free of charge with their knowledge base.
Duration
3 weeks
Skills and tools
Customer Support Representative
Project Manager
Content Writer
Notion
Trello
Zendesk
Work with me