01Larkfield Outdoor
A seven-person support team at an outdoor gear shop moved its most common answers into the help center and let Hollin draft the rest.
02You
Hollin
What did support look like before?
Dana Ortiz
Seven of us, one shared inbox and a document of saved replies that nobody trusted. Half the week went on order changes, returns and sizing.
Hollin
What changed first?
Dana Ortiz
The gaps report. In the first week it showed us that nine of our top twenty questions had no page at all. We wrote those pages before we let any draft go out.
Hollin
Which topics go out without review?
Dana Ortiz
Order status, delivery times and opening hours. Returns still wait for a person, because the edge cases cost money.
Hollin
What would you tell a team starting out?
Dana Ortiz
Read the first two hundred drafts yourself. You learn more about your help center in a day than in a year of writing it.
03You
Hollin
Larkfield Outdoor sells tents, packs and repair kits online and from two shops. Its support team answers email and chat in English and German.
The team connected its help center and two years of tickets in March. For the first month every draft went to the review queue, and the gaps report decided what to write next. By the end of the quarter, 57 percent of drafts were sent without a change.
04You
Hollin