knowledge bases projects

In my past experiences, I've taken the initiative to design, structure, and populate knowledge bases with valuable content. Each one was meticulously curated with specific objectives in mind, whether it was to enhance customer support, streamline internal processes, or facilitate learning and development. I've not only created content but also defined clear metrics for success, ensuring that these knowledge bases not only serve as valuable resources but also measurable tools for achieving organizational goals. ​

overview

Industry: Education, SAAS, Software Development
​Company Size: 
Small startup (1 - 25 employees)
Medium-sized enterprise (26 to 100 employees)
Location​: Brazil, US
Use Case:
  • Improve customer support operations
  • Reduce onboarding duration

Products / TOOLs

Hubspot ​Service Hub
FreshDesk
Industry

saas
Product

english teacher's platform
Development of a HubSpot knowledge base to support English teachers and students using the platform. The knowledge base was designed to provide resources and support to customers, and to improve their experience and engagement with the product.
​The objective of this project was to create a comprehensive and user-friendly knowledge base that would serve as a central hub of information for English teachers and students using the company's platform. The knowledge base needed to provide clear and concise instructions on how to use the platform, as well as offer tips and best practices for teaching English online.

Steps

  1. Needs analysis to determine what information and resources English teachers and students required to use the platform effectively.
  2. Content creation: We created content that was organized into categories, including how-to guides, troubleshooting tips, and best practices for teaching English online. We also created video tutorials and screenshots to make the content more accessible.
  3. Portuguese translation: We translated the entire knowledge base into Portuguese to make it accessible to our Portuguese-speaking users.
  4. HubSpot implementation: We implemented the knowledge base on HubSpot, which allowed us to track user engagement and improve the content based on user feedback.
  5. Ticket system: We implemented a ticket system on HubSpot to allow our customers to submit support requests directly from the knowledge base.

Outcomes

  • Simplified Access for Teachers and Students: The knowledge base provided easy-to-access information and resources for English teachers and students, enhancing their experience and engagement with our platform.
  • ​Portuguese Accessibility: The translation of the knowledge base into Portuguese made it accessible to our Portuguese-speaking users, thereby improving their platform experience.
  • Integrated Support Ticket System: The implementation of a ticket system enabled customers to submit support requests directly from the knowledge base. This streamlined the support process, leading to improved customer satisfaction.
  • HubSpot Integration for Continuous Improvement: The HubSpot integration allowed us to track user engagement and enhance content based on user feedback. This resulted in a more effective and user-friendly knowledge base.
KB_EduTech by Andréa Vaz
Industry

software development
Product

web application for video conference tool
The objective of this project was to create a centralized knowledge base for product users to access relevant and helpful information, which would reduce the number of support tickets and increase customer satisfaction.
​We provided product users with a comprehensive self-service resource to troubleshoot and resolve common issues they may encounter while using the web app. The knowledge base is available on support website, and it includes articles, video tutorials, and frequently asked questions (FAQs).

Steps

  1. Conducted a thorough analysis of the most common support requests.
  2. Worked with the Product team to create content for the knowledge base, including articles, video tutorials, and FAQs.
  3. Collaborated with the IT team to integrate the knowledge base into our support website.
  4. Worked with the Marketing team to promote the knowledge base to our users through email campaigns and in-app messaging.
  5. Created a ticket system to track support requests and feedback from users.
  6. Reviewed the content with the IT and Marketing directors to ensure accuracy and consistency.

Outcomes

  1. A comprehensive self-service resource that reduced support requests by 20%.
  2. Increased customer satisfaction due to faster issue resolution.
  3. Improved efficiency of the support team by providing relevant and helpful information to users.
  4. A ticket system that allowed for tracking and analysis of support requests and feedback from users.
Industry

SOFTWARE DEVELOPMENT
Product

sdk
The project involved the creation of comprehensive and user-friendly content for developers and technical users of the SDK.
​The objective of the project was to create a new knowledge base that provided customers with a comprehensive and easy-to-use resource for troubleshooting issues and learning about the features of the SDK. The knowledge base was designed to reduce the number of support requests and improve the customer experience.

Steps

  1. Define the scope and objectives of the knowledge base
  2. Conduct a thorough review of existing documentation and resources
  3. Work with the product development team to create content for the knowledge base, including user guides, FAQs, and troubleshooting tips
  4. Work with the IT department to implement a ticket system for tracking support requests
  5. Collaborate with the marketing team to design and create the knowledge base layout and structure
  6. Develop and publish the knowledge base on the company's website

Outcomes

  1. A comprehensive knowledge base was created for the SDK, providing detailed information on functionality, usage, troubleshooting, and FAQs.
  2. The implementation of a ticket system improved the efficiency of the support team and provided users with a better support experience.
  3. The knowledge base reduced the number of support requests by providing users with self-service resources, saving time and resources for both users and support staff.
  4. User satisfaction with the SDK increased as a result of the improved support experience and the availability of comprehensive resources.
  5. The project was completed within the established timeline and budget, meeting the expectations of all stakeholders.
KB_SDK by Andréa Vaz

growthworks.studio