Reduce Your Support Load Through Better Product Writing

Sara Culver & Carlee Potter & Mathew Patterson | March 15, 2018

A picture might be worth a thousand words, but a few well-crafted words can prevent 1,000 support requests. From in-app microcopy to extensive knowledge base documents, writing plays a critical role in guiding, teaching and helping customers achieve their goals.

Join Sara Culver, Senior Manager, Product Writing at Slack, Carlee Potter, Head of Technical Writing at Campaign Monitor, and Mathew Patterson, Customer Evangelist at Help Scout, for a live chat on the value of product writing, and how to make every word count.

What you’ll learn:

  • Why microcopy makes a big difference to customer experience
  • Effective ways to test and measure your copy
  • The role of support teams in improving product writing
  • Carrying a consistent company voice throughout your writing
Sara Culver

Carlee Potter

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.