Ownership

Finn Lobsien owns the support hub and is its principal contributor.

Goals

Note: Take these as samples. Without knowing the current numbers, it’s hard to set measurable goals.

Within 60 days, we want to:

• Decrease customer support tickets by 20%
• Increase satisfaction score on articles to 95%
• Decrease no result searches on support hub to <5%

Process

1. An article becomes a to-do for one of the following reasons:
   1. A search term is frequently searched for on the support hub and leads to no results or no satisfying results
   2. An article is not current anymore because of a product update
   3. It receives low satisfaction scores based on the emoji reactions at the bottom
2. The article is assigned to the responsible writer
   1. Written according to style and voice guide
3. The article is reviewed by the project owner
   1. If a round of edits is required, go back to step 2
4. Once an article has approval, the project owner publishes it on the support hub

Operational (non-article) To-Dos

• [ ] Create style & voice guide
• [ ] Update screenshots to current product design
• [ ] Interlink articles more

Links

Support Hub Topics

https://www.figma.com/file/zdo6RY2h4mKewRwglkYyJw/Sparkloop-Template?type=design&node-id=11%3A45&mode=design&t=GnPOPLWsQvuWnqvn-1