Complete 100+ knowledge base articles, chat macros, and email templates before the launch of the Bakkt App.

Create a content strategy for the self-service help center.

I created a repository of knowledge base articles, emails, and chat macros to inform and resolve customer inquiries.

After creating the repository framework using Zendesk admin, I made a workflow and scheduled biweekly syncs with compliance, marketing, legal, and engineering to review and revise draft articles.

All articles were delivered and ready for publishing before the release date.

I used Confluence and Jira to organize and share the status of existing and new articles.

I used data-driven insights and versioning to update the content periodically.

I maintained the integrity of articles through application testing and meetings with engineers and product owners to review impactful app updates requiring article changes.