Gather Help Center Optimization

I led the content strategy and execution to improve Gather's help center content before implementing AI agents trained on the content. The outcome? 33% fewer support tickets.

I led the content strategy and execution to improve Gather's help center content before implementing AI agents trained on the content. The outcome? 33% fewer support tickets.

About the project

Gather’s support team was facing a rising number of tickets where customers were asking basic, repetitive questions. By creating new help docs, archiving old ones, and improving the way the Help Center was organized, I decreased ticket volume and increased how often help docs were shared by support agents.

Gather’s support team was facing a rising number of tickets where customers were asking basic, repetitive questions. By creating new help docs, archiving old ones, and improving the way the Help Center was organized, I decreased ticket volume and increased how often help docs were shared by support agents.

Date:

Client:

Gather

Services:

Customer Education

Content Strategy

Process

I began by analyzing support ticket data in Zendesk and interviewing the customer success team to identify the most common customer questions. Once we aligned on priority themes, I audited existing Help Center content and found three core issues: outdated information, content gaps, and poor organization that made it difficult for customers to find complete answers.

To address this, I created new documentation to fill gaps, updated existing articles with current information, and archived duplicate or irrelevant content. Finally, I restructured the Help Center navigation to improve discoverability and help customers find answers faster.