I Craft Content that Helps Your Customers Succeed with Your Software
I create onboarding and training content - videos and documentation - that helps B2B and B2G 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.
Are Your Materials Not Hitting the Mark?
New customers get stuck during onboarding.
Users never discover your best features.
Customer Support is overwhelmed with questions
It’s a Simple Formula:
When Your Customers Succeed, You Succeed
Customers bought your software for a reason: to get the outcomes you promised. But now everything’s new, everything’s unfamiliar. Change is hard, and that’s why it’s important that you become a partner in your customers’ journey to success by giving them the resources they need.
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 you need to better support your customers.
Are You 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.
Do You Want More for Your Customers?
Customer success should be guided, not accidental
Every touchpoint should build toward mastery
Great technology deserves strategic communication
How I Can Help
I focus mainly 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 or implementation content reduces the time it takes to get new customers productive. Setup and implementation activities can be very complex and involve multiple stakeholders. And, let’s face it, there are times when not all of the stakeholders are thrilled with the work of implementing a new system or product.
Good onboarding materials reduce those barriers. They also increase overall product adoption, because your customers not only understand your best features, they can actually see how they benefit from them.
Based on feedback from one client, their onboarding training time has decreased overall and participants walk away with higher confidence that they can accomplish what they need to do.
Training Materials
These help customers learn the features that matter to them, at their own pace. Churn happens when customers lose confidence in a product, or stop believing it can produce the outcomes they need. As a former Product Manager, I know the frustration of hearing a customer complain of a “missing” feature you implemented over a year ago.
It’s there, but they don’t know how to use it.
Good training material - videos and documentation that answer their questions - not only reduces customer support load, the quality of the questions they ask will improve.
Instead of asking simple "how do I" questions, customers will ask more complex questions that show they understand the fundamentals, which also leads to better overall outcomes.
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.
We live in a YouTube and on-demand world, and people want to see the steps and processes in action. Video is powerful. And combining videos with supporting documentation takes support to another level.
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 about your customers and what they need to learn. Where are they getting stuck? What questions keep coming up?
We come up with a plan. Whether that’s a single video, or a whole system of docs and videos, it all depends on what you need. I also get that budgets aren’t endless. We start with the biggest pain points and work our way out from there.
I create practical content that addresses those needs. Videos that show exactly what to do. Documentation that answers the actual questions customers are asking.
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. I work on both project-based or longer term (part-time or near full-time) contracts depending on what orks best for you.