Current RMS guides
A full knowledge base of task-based guides and reference articles for the market leading rental software.
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| 🎁 For: | Current RMS | |
I joined Current RMS at launch, where we had a few guides written by our devs. They were long and written like a traditional user manual.
As we scaled, we shipped new features fast and our guides fell out of sync with our product. Where things were in our guides, we were still getting tickets about them. Customers couldn’t find what they were looking for.
I created a new help center, full of short, task-based guides. Based on my time in sales and support, I organized guides around the way customers did things rather than our system. Our new guides explained, rather than described. They were full of screenshots and easy-to-scan headings.
I wrote in Intercom Articles, planning using Asana. For more technical articles, like reference data, I wrote in HTML & CSS and hosted them on our platform.
After the launch of our new guides, I created processes to make sure our guides stayed current. We deployed often, so I bedded into our dev team. I’d get technical specs and turn them into friendly support content.
I regularly reviewed support tickets, analytics, and feature engagement and tweak our help content to make
Impact
- 🤫 Fewer tickets from customers.
- 🥇 Increased "first time fix" rate, as most tickets could now be answered with a guide.
- ❤️ New guides sent to signups as part of an automated campaign that saw an uptick in conversion to paying.
- 😄 Positive feedback from our customer community about our new easier to understand guides.
- 🆕 Established new processes where docs are built-in to the product development lifecycle, so docs were always up-to-date.
- 📈 Additional traffic to the website from search engines for rental software queries.