As a CX advocate and strategist, I’ve gained nearly 15 years of experience developing and curating online support content, technical documentation/training, and marketing collateral in SaaS spaces — most recently payments fintech, information security, and web hosting.
Product blog post for customers
I built a powerhouse team of Content Developers, Instructional Designers, and Technical Trainers to optimize the customer experience through strategic self-service content for a leader in cloud-based SaaS security
Customer support tickets had reached an all-time high, impacting contractual SLAs and key metrics, such as support requests per user, knowledge base views, and time-on-page/bounce rates.
The need to address information dissemination and customer support gaps had become readily apparent.
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