Time to read: 4 minutes
Client: Loopio
Industry: Software as a Service (SaaS)
Collaborators: Product, Engineering, Marketing, Support
Tools: Google Docs, Zendesk
Impact by the numbers
15%
reduction in overall ticket volume
10%
reduction in ticket resolution time
The Problem
Renowned for best-in-class user support, SaaS startup Loopio is known for its customer-centric approach to providing platform help.
As Loopio grew, so too did the Support team’s ticket volume. They needed a scalable way to solve common customer asks, freeing Support agents up to focus on more challenging problems.
The Process
To ensure that all customers received timely and useful solutions, I was asked to spearhead the creation of a self-serve Help Center.
Align strategy with go-to-market teams – I began the project by meeting with Loopio’s Marketing and Software Development teams. This allowed me to get a firm handle on Loopio’s branding requirements and software development timelines, to ensure the Help Center remained fresh and brand-aligned as it grew.
Define Help Center information architecture – Then, I worked with the knowledgeable Support team to define a clear content framework for the Help Center sections and article formats.
Set up Zendesk – With the content architecture defined, I got to work defining the Help Center sections and homepage formatting in Zendesk.
Interview article subject matter experts – Using my deep knowledge of the Loopio platform, I defined a list of proposed articles to fit into each section of the Help Center.
Write the content – With a long list of articles in hand, I began by writing the most complex articles. Once these sample articles were validated by their Product Managers, I divvied up the remaining articles among the Support team, kicking off a new, collaborative approach to Help Center maintenance.
Publish articles in Zendesk – I migrated a sampling of updated article content into Zendesk, recording process videos to demonstrate to the Support team how to navigate Zendesk’s complex backend.
Launch the Help Center at Loopio’s customer conference – Finally, the Help Center was ready to launch 🎊 To ensure maximum impact, we set up a booth at Loopio’s customer conference, allowing us to provide customers with live demos of the refreshed Help Center experience.
The Product
✔️ User-friendly, Loopio-branded Zendesk Help Center
✔️ Scalable Help Center governance process documentation
✔️ Net-new getting started and onboarding articles
![What is a Library Entry?
A Library Entry consists of data in a question-answer pair that is stored within the structure of your Library.
[An example image of a Library Entry]
Alternate Questions help to reduce duplicate content in your Library by allowing you to add variations of how a question might be asked to the Library Entry.
Read more: Alternate Questions
To keep your content searchable, decide which Category and Subcategory it should live in. You can add Tags to a Library Entry to increase its searchability.
You can view a Library Entry’s History to see an audit trail of changes made, including the User who affected those changes.
The Freshness Score of your Library Entry shows you the number of times an Entry has been used, as well as when it was last reviewed. This gives you a high-level idea of how up-to-date your Library Entry is - the higher the score, the fresher the Entry.](https://i0.wp.com/jodiebaer.com/wp-content/uploads/2024/02/Loopio-Help-Center-Library-article-snippet.png?resize=618%2C618&ssl=1)