A Leading Paint Brand
A customer asks why the paint on their radiator is bubbling off and you look it up on the system. But the answer is a mess. You can’t use this. You don’t have time to rewrite it. And you definitely don’t have time to look up those complicated jargon words you’re struggling to read at the moment. So you copy and paste and hope for the best. We all know that’s not good enough.
This company are experts in paint. A lot of their collective knowledge is stored in an online database that customer service staff use to answer questions. But many of the articles were out of date, overly complicated, or just plain incomprehensible. The thousands of topics ranged from 25 words describing a type of glue to 7500 words on why paint flakes.
What we did
The team are thrilled. They have straightforward answers they can use as they are, or as a starting point for their own writing. Now when a customer asks a tricky question, there’s a friendly, easy-to-understand answer just waiting to be used.