Starting point
The answer “Please check your settings” leaves the customer without a menu location or an expected result.
Documentation & business operations
Give customers a useful answer before the next support request.
Build clear help articles, practical instructions and an organised knowledge base from your approved product information. For businesses whose customers repeatedly ask the same questions.
Defined scope · Reviewed outputs · English & German briefs
Defined scope · Reviewable outputs · Written approvalDiese Leistung auf Deutsch →
Your starting point
Where this service makes a difference
A useful help center needs more than a long FAQ list. Customers should recognise their situation, find a clear path and know when to ask for assistance. We organise recurring questions around real tasks: getting started, using a feature, making a change, troubleshooting and contacting support.
This suits software businesses, service providers and retailers with existing documentation and an available subject expert. Support tickets can reveal useful topics but should be stripped of unnecessary personal information before sharing. Any reduction in ticket volume must be measured after publication rather than assumed.
The handover
What you receive
- A prioritised topic list identifying the audience and user question for each article.
- A category structure and reusable article template.
- An agreed set of drafts covering prerequisites, steps and the expected result.
- Source references and open questions for missing or conflicting product information.
- An editorial handover with internal links, version notes and maintenance needs.
The proposal specifies the document format, working language, review round and delivery scope. You can review the draft before the agreed final handover.
A practical example
See the difference in the deliverable
ILLUSTRATIVE SAMPLE · NOT A CLIENT RESULT
Prepared output
Sample article “Change project notifications”: state the purpose and required permission; provide the confirmed menu path; describe each step; explain the visible result; give a support route if the option is missing. Actual menu labels come from the approved product interface.
How we work
Four steps from brief to handover
Brief & sample
We review the task, source material and desired result.
Scope & responsibilities
We agree outputs, time budget, access and the person approving the work.
Draft & expert review
We prepare the working version and keep open questions visible.
Handover & next step
You receive the agreed files and a clear list of anything still unresolved.
Your contribution
What we need from you
We need current product documents, priority customer questions, tone-of-voice guidance and a subject expert for review. Interface instructions require suitable test access or an approved screenshot walkthrough. Publishing into your help platform is included only when the platform, access and implementation are expressly agreed.
AI can assist with drafting, organisation and consistency checks where agreed. Uncertain information is flagged, and your designated expert approves business-specific facts. Tool use and data handling are agreed before processing your material.
Acceptance criteria
How you assess the result
- Does each article answer a specific user question?
- Are prerequisites and actual steps confirmed by the subject expert?
- Do links and escalation routes lead to the right destination?
- Are the version, owner and trigger for the next review documented?
Scope & budget
Start with one defined task
STARTING BUDGETfrom €990
A small documentation pilot with up to ten total working hours. The actual scope is agreed after sample review; there is no fixed document count at this guide price.
Setup, coordination, drafting and review all count toward the time budget. Guide prices exclude applicable taxes. Additional languages, licences, large research requirements, integrations and legal or specialist advice are separate. The written proposal confirms availability, milestones, review rounds and terms before work starts.
For ongoing updates, a recurring agreement can be discussed after the pilot. We assess the real workload and available capacity before promising monthly output.
Questions before commissioning
Practical answers
Can the articles support a chatbot?
Approved articles can become a source for a later assistant. Selecting, integrating and testing a chatbot and its data handling are separate work.
Which languages can you deliver?
German and English can be prepared within the agreed scope. Other languages and specialised terminology require appropriate language resources and expert approval.
Do you guarantee fewer support tickets?
No. Clear content may answer recurring questions, but the effect depends on discoverability, the product and actual customer use.
Related services
Connect the next part of your workflow
Your next step
Discuss your projectLet us define a useful first deliverable.
Describe the task, existing material and target date. We review fit and scope before proposing the work.