Carlee Potter and Craig Simms are the technical writing team at Campaign Monitor, a SaaS email marketing application. Over the last year, Carlee and Craig have rebuilt, redesigned, and migrated the Campaign Monitor help documentation from an internally built tool into Salesforce’s Service Cloud knowledge base.

In this interview:

  • The difficulties of writing “white label” help documentation
  • How they measure whether their documents are working or not
  • Why they decided to rewrite almost 400 documents
  • Their challenge in getting management budget and attention for the project
  • The development and design of their new knowledge base
  • Their suggestions for anyone considering a similar project

Links & resources

Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.