I Craft Content that Helps Your Customers Actually Use Your Software
I create onboarding and training content - videos and documentation - that helps tech companies teach their customers how to use their products effectively.
When customers understand your software, they use more of it. They stick around longer. They ask better questions. You spend less time on basic support and more time building what matters.
Your Materials Aren’t Hitting the Mark
New customers get stuck during onboarding.
Users never discover your best features.
Customer Support is overwhelmed with questions
Great Products Shouldn’t Need Customers to Work So Hard
Maybe you have some videos to support your customers, or maybe you’re still solidly in the documents realm, or maybe you have so little it keeps you up at night. Regardless of what you have or where you’re at, you know something’s not working.
You’re Frustrated and Overwhelmed
Customers complain too often about the lack of materials.
You're not sure if what you have is helping or hurting.
Creating content feels like a shot in the dark.
Your Customers Deserve Better
Customer success should be guided, not accidental
Every touchpoint should build toward mastery
Great technology deserves strategic communication
What I Do
I focus on two types of content: onboarding materials that get new customers up to speed, and training resources that help existing customers go deeper with your product.
Onboarding Content
Good onboarding content reduces the time it takes to get new customers productive. Based on feedback from one client, their training time has decreased and participants walk away with higher confidence that they can accomplish what they need to do.
It also increases overall product adoption, because your customers not only understand your best features, they can actually see how they benefit from them.
Training Materials
These help customers learn the features that matter to them, at their own pace. One client has found that while basic support tickets haven't necessarily decreased significantly, the quality of questions has improved. Instead of asking simple "how do I" questions, customers are asking more complex questions that show they understand the fundamentals.
Video or Documentation?
Both types of content are available as video or written documentation, depending on what works best for your customers.
Most often it’s a combination of both, to appeal to different learning styles. More and more though, customers want videos.
Who I Work With
I work with small to mid-sized B2B and B2G tech companies—typically between 10 and 200 employees. These are companies that need quality customer education content but don't necessarily have the time or internal resources to create it.
I've worked in the B2B and B2G software space for over 20 years as a technical writer and trainer, product manager, and project manager, as well as in various leadership roles. I understand technical products and how to explain them clearly without unnecessary jargon.
How We Work Together
You tell me what your customers need to learn. Where are they getting stuck? What questions keep coming up?
I create practical content that addresses those needs. Videos that show exactly what to do. Documentation that answers the actual questions customers are asking. We start with the biggest pain points and work our way out from there.
Your customers get more value from your product. They learn faster, use more features, and require less hand-holding from your team.
Get Started
If you're a B2B or B2G tech company and your customers need help understanding your product, let's talk about how I can help.