Services · Documentation & knowledge
Documentation customers can use. Knowledge support can find.
We write, localise and maintain product documentation, and build the knowledge base your support team works from.
Context
The situation
Product information lives in engineers' heads and outdated PDFs. Customers ask the same questions, and support answers them differently every time.
Scope
What we set up
- 1
Localised product documentation
Product brochures, user guides, FAQs, white papers and technical bulletins in the languages you need.
- 2
Content update process
A routine for reviewing and publishing web content updates on an agreed editorial schedule.
- 3
Version control and glossary
A documentation repository, a term glossary and an editorial policy.
- 4
Knowledge base
A knowledge management system (for example Confluence, Notion or a help centre) with roles and permissions.
- 5
Templates and scripts
Customer requirements forms, onboarding checklists, diagnostic checklists, first-line scripts, response macros and escalation forms.
- 6
Maintenance rules
Article owners, review frequency and peer review.
Tools
Platforms we work with
We build knowledge bases in:
Confluence · Notion · help-centre platforms
Method
The documentation lifecycle
- 1
Draft
- 2
Linguistic review
- 3
Second review
- 4
Approval
- 5
Publish
- 6
Scheduled review
Scheduled review returns the article to draft when it needs changing.
Every article must pass a simple test: a support agent reaches the answer within three clicks.
Deliverables
What you receive
- A localised documentation package
- A knowledge base with FAQs, guides and procedures
- Templates and scripts for support
- Update and maintenance regulations
Acceptance
How it is accepted
Two-stage linguistic quality review, content review, full-text search check and a “solution in three clicks” test.
Next step