Carlee Potter and Craig Simms are the technical writing team at Campaign Monitor, a SaaS email marketing application (and my former employer). 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
 
  • Campaign Monitor Help—This is the publicly viewable version of their new knowledge base.
  • Yoda—Campaign Monitor’s internally built knowledge base system.
  • Write The Docs—Events and community for technical writers.
  • Every Page is Page One—Mark Baker’s book on topic-based technical writing.
  • Brackets—The text editor Craig and Carlee use to edit help content.
Mathew Patterson

Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, the invisible help desk software. Learn how Help Scout takes the headache out of email support.

Help Scout gives you the tools to serve customers in the most human, helpful way.

Better experience for your customers, fewer headaches for your team. You'll be set up in minutes.

“We ended up going with Help Scout because their support is really great. It's in line with our values and how we want support to be for our customers.” — Kristin Aardsma, Head of Support

How Campaign Monitor Redesigned Their Knowledge Base

Playlist

Designing Knowledge Bases

Guides to designing and architecting your knowledge base to make it easier to find and read, help getting started and the behind-the-secenes story of a large knowledge base migration.

8 posts • 6 authors

01.

Revamp Your Knowledge Base Architecture

Mathew Patterson

Mathew Patterson • 11 min read

02.

Design Your Knowledge Base Like A Product

Mitchell Cox

Mitchell Cox • 5 min read

04.

Make Your Help Content Accessible In-App

Justin Seymour

Justin Seymour • 3 min read

05.

How Campaign Monitor Redesigned Their Knowledge Base

Mathew Patterson

Mathew Patterson • 1 min read

Reading

06.

7 Tips for Creating a Knowledge Base

Support Driven

Support Driven • 6 min read

07.

Help Document Design for Non-Designers

Mathew Patterson

Mathew Patterson • 5 min read