Scaling Product Documentation

Context & Challenge

Intellum’s product documentation was buried in Zendesk as a basic repository, making it very difficult for customers and internal teams to find accurate, up-to-date information. Additionally, most documentation was reactive rather than strategic, leading to high support ticket volume and product education inefficiencies for internal and external audiences. My goal was to establish a scalable, independently managed knowledge base with clear ownership.

Approach & Execution

I led this transition by defining a structured documentation strategy, advocating for a standalone knowledge base, and securing buy-in from leadership. Shortly after taking ownership of the initiative, I was able to recruit and onboard Intellum’s first Documentation team, establishing editorial standards and workflows to ensure consistency and accuracy. We integrated documentation into the customer experience, embedding help content within the product and aligning with customer support and training initiatives.

Outcome & Impact

The new knowledge base improved self-service support, reducing ticket volume an average of 40% year-over-year under my leadership. Searchability and content accessibility increased, contributing to clear, and steady improvements in customer success metrics. Additionally, the Documentation team established connections with Engineering and Product Management and streamlined content updates, ensuring documentation kept pace with product changes and innovation.