The SaaS company recognized the need for a centralized and accessible knowledge base to address common user queries and technical issues. They sought to provide self-service resources that would empower users to troubleshoot common problems on their own, reducing the reliance on customer support agents. The company required technical writers who possessed:
The company agreed that this can be done with the use of AI + Human Review. Additionally, they required the documentation in 2 additional languages, Spanish and Portuguese.
The company partnered with Perfect Documentation, a team of skilled technical writers specializing in creating comprehensive knowledgebase documentation for SaaS companies. The process began by conducting a thorough analysis of the company’s existing support tickets and user queries. This helped identify recurring issues and pain points that needed to be addressed in the documentation.
Perfect Documentation worked closely with the company’s subject matter experts, developers, and customer support team to gather the necessary information. With our technical writing, the company was able to transform complex technical concepts into clear and concise articles. The documentation covered various aspects of the SaaS platform, including setup instructions, troubleshooting guides, frequently asked questions (FAQs), and best practices.
Additionally, we translated the entire documentation into 2 languages, Spanish and Portuguese through the MTPE (Machine Translation Post-editing) Process.
The implementation of Technical Knowledgebase Documentation proved to be a game-changer for the SaaS company. Partnering with Perfect Documentation Experts enabled the company to create a comprehensive and user-friendly knowledgebase, empowering users to troubleshoot and find solutions independently. The translation of the documentation into Spanish and Portuguese further expanded the company’s reach and improved accessibility for international users. The reduction in support tickets, improved onboarding process, and enhanced user experience were key outcomes of this initiative. By investing in technical documentation, the SaaS company demonstrated its commitment to providing top-notch customer support and ensuring customer satisfaction.
Customers expressed their satisfaction with the platform, praising its efficiency and user-friendliness, and in case of new resources coming on board, there was an ease of access as to how things worked.
Perfect Documentation, your one-stop solution for all Technical Documentation needs