Rich Andersen

Background

About Rich Andersen

I have been privileged to create, own and manage the Help Centres for our range of B2C and B2B SaaS products, and internal KMS for over 6 years. I specialise in crafting engaging multi-media help articles to help our customers find answers, use our products, and solve problems, as well as creating our internal Support articles, training docs and SOPs. Working closely with our Product, Go-To-Market, Sales Enablement and Support teams, cross-functional collaboration is essential for me to get all the facts I need to get started. I then translate that information into easy-to-read instructions and create engaging videos and images to help the reader easily navigate our products. When I’m not creating articles, I’m also strategically planning and prioritising large projects, managing the maintenance, functionality, upgrades and improvements of our help centre, designing layouts and assets, working on our information architecture and analysing user behaviour with data insights…just to highlight a few. I don’t just write articles - As I focus so closely on the details of new features and workflows, I often find ways to streamline processes or improve features, which I feed back to our product managers and support team to implement in future iterations. Incorporating a diverse range of skills and knowledge from customer experience, media sales, graphic design, UX design and Agile product management is what allows me to successfully deliver the Help Centre and the content within, and to improve our overall user experience while balancing the needs of the customer and the alignment of business goals. Being the constantly curious person I am, my journey has led me to also become passionate about UX Design and Product Management, and I’m excited about learning more in these areas to further enhance the products I love working on, and find solutions to the problems I love solving. If you’d like to get in touch to see how I can create a help centre or help article for your product, help your product team with their backlog prioritisation, or just to have a chat, drop me a line anytime.