Help Centre launched!

This is an incredibly delayed post, however we did manage to launch our new Help Centre last summer and so far so good.

There have been a number of successes in the project, however there has also been a huge amount of frustrations. Before going into detail here is the beautifully crafted new Help Centre (A huge improvement on our muddled original in my first post):

Success

• We activated the Zendesk Help Centre functionality which will enable us to integrate our Help Centre and Help desk system
• The page is in line with Company branding
• The page has a much sleeker look and feel and will provide a greater and clearer experience for our customers
• Working with other teams within Redgate such as Tech Comms and The Agency highlighted how great it is to work for a company with experts in so many areas. We were able to gain valuable insight but also have specialists undertake the redesign of our Help Centre

Frustrations

• Support touches many areas of the business who each held a stake in the project, this was great for sharing insight but was frustrating to work to a time-scale dictated by so many teams
• The transatlantic project became very UK orientated — something we need to improve on is managing projects between the UK and US offices
• Within Support we were unable to agree on a documentation policy, which meant placing documentation on hold
• Forums are owned by other areas of the business with no capacity for the work currently — this is also on hold

Conclusion

This is by no means complete, we’re currently looking into further personalisation of our Help Centre as well as some new exciting changes. We still need to tackle and resolve the issue of documentation, Confluence v Zendesk is the current debate; as well as implementing a process which won’t just wither and die after a few months.

What we achieved was great, we have a Help Centre which is vastly improved from our previous attempt and it’s enabled us to implement further changes in the future. The tough initial steps were taken, the next step is refocusing on nailing Supports documentation and completing the Support Videos. Thankfully we have an incredibly eager and talented Support team and experts around Redgate that should make this next phase a cinch! More to follow in the coming months!