Technical Writing

Well-written articles might be the highest-ROI activity a company does. With a one-time effort, you get a lifetime of support tickets not opened, customers not frustrated, and your and your employees’ time not wasted figuring out a problem that’s been solved before.

  • 81% of customers attempt to take care of matters themselves before reaching out to a live representative. (Zendesk)

  • Implementing self-service options can reduce support costs by up to 30%. (Forrester)

  • Self-service tools can free up to 30-40% of agents' time, allowing them to focus on more complex issues. (McKinsey)

Harness my 14+ years of content strategy and technical writing experience for product descriptions, how-tos, FAQs, product announcements, and more.

Past Examples

  • Technical How-to: Managing Your Distributed Cache

    • We estimated that this article alone prevented thousands of tickets (and support engineer hours).

  • Site Update Announcement: Update to Customer Portal

    • No negative feedback on the change, despite significant reworking of our central customer hub.

Screenshot of a help article titled 'Managing Distributed Cache' on a technical support website. The article discusses cache configuration options, including SingleVM Pool and MultiVM Pool, with sections on cache basics, configuration overview, specific configurations, and affected products.