Xe Help Centre

We needed to refresh our outdated help pages with a goal of cutting down on customer service contacts. Once Zendesk was selected as our new help provider, I was asked to lead this project. It involved collating all the articles we had, organising them by theme, identifying knowledge gaps, rebuilding existing articles and creating new articles, while using new Zendesk features to enhance those pages. It also required frequent communication with customer service teams to gain knowledge for these articles. After this was done, we'd work with Contentful and Smartling to get the articles all localised.

Watch the main user journey below, or tap an image to read more information.