Halving Support Tickets for Fintech SaaS with a Clear Knowledge Base

A complex fintech product, the development of the basic functionality has been completed and there are the first users.

Customer problem

A complex fintech product company had recently completed the development of its basic functionality and acquired its first users. However, the new users often found it challenging to use certain features and unlock the product's full potential, leading them to frequently contact support.

Challenge

The main challenge was to provide detailed and clear instructions for a still-developing product, which made some features non-intuitive. Additionally, they needed to enhance user transparency with thorough product descriptions and document use cases to support new clients.

Solution

The Manuscript team developed a clear and comprehensive knowledge base, including user guides and product descriptions. Collaboration with the product team was key in documenting practical use cases, which helped new users understand the product's capabilities. Primary documentation was also created to immerse users in the product's functionalities.

Results

The implementation of the knowledge base led to a 50% reduction in support tickets. Users now had the resources to solve common issues independently. This also enhanced user trust and transparency, as they better understood how the product worked. The onboarding experience for new users improved significantly, with clear guidance on setting up and using the product.

Next steps

Our work with the company continues as we finalize the additional stages of documentation development. This includes creating detailed setup documentation for individual product components and developing internal documentation to further support the product team and streamline internal processes.