Support Content

Organization & Role Project While brainstorming ways I could make our docs more helpful for prospects and new customers, I noticed several competitors and industry innovators had prominent ‘What is [product]?’ FAQs, including Slack and Mixpanel. Inspired, I took it upon myself to write one for Heap. Problem Heap’s most daunting competitor is not a …

Organization & Role Project Prior to my joining Heap, there was no customer-facing documentation about what to do when one’s Heap account was locked – a sensitive question primarily answered by Sales and Support. Problem One of my regular tasks at Heap is to review support tickets, which allows me to spot opportunities to shore …

Organization & Role Project I created a guide for Web Chat, Helpshift’s first web chat widget, during the product development phase. Problem This guide was created to educate users on the value of this feature for their workflow, then help them quickly get started with it. Since this was a brand-new feature that deviated from …