Help Center Management
Content Strategy
I design and write content for the FreedomPop U.S, FreedomPop U.K, and UNREAL Mobile help center websites. These articles are informative in nature, using images, videos and descriptive language to help customers understand the company's products and policies.
Articles follow a consistent layout - a summary at the top of the page, to catch users that 'skim', and the body of the article for users that need a more in-depth explanation. Visit the "Articles" page for writing samples.
I collaborate with product managers to make sure information is accurate and use Oracle Analytics and Google Analytics to understand customer behavior. This helps me to determine where my efforts are needed most.
Site Design
Using HTML and CSS, I manage the look and feel of the help center, refreshing the design of category pages and adding elements — like the Feedback widget that gives customers a quick and easy way to let us know how we can improve.
Originally, category pages simply displayed subcategories and article links.
I updated the page to include a 'Quick Answers' accordion menu, which reduced the number of incoming emails we received because commonly asked questions were answered quickly and simply.
Customer's didn't have to search for and read entire articles to get this information -- something many customers decided to forgo altogether, by simply opening a support ticket. To simplify mobile view, the accordion menu doesn't appear on smaller screens.
Customer Feedback
When using the Feedback widget, customers can interact with the following prompt: “Help us improve our Support website. Complete the following sentence: Information is (Missing, Unsatisfying, Incomplete).”
I track the clicks to determine if the biggest problem with the FAQ website is missing information, information that doesn’t fully answer a customer’s questions, or information that fails to address a specific topic.
Finally, I consult Oracle Service Cloud Gap Summary report, to determine where the blind spots are, and write, or update, articles to fill in those gaps.
