Launched a Product Feature
Redesigned the Cloud Office Email help tool. This tool presents a series of questions and answers to route the user to the appropriate setup article or troubleshooting article.

Some new features I've helped implement into the tool:

- Update and rewrite the content to match the latest technological upgrades to our supported devices and platforms (iOS, Android, etc)

- Deploy new images using our in-house image API which inserts the user's details and environment specific information directly into the screenshot for easier understanding by the customer

- Set a standard article template, so that all articles have the same structure

- Track, analyze, and gather feedback of customer usage of the tool to identify pain points and reduce redundant support calls

- Provide actionable data to leadership on how this tool is used so we can improve support processes around it

- Decrease by 19% support contacts regarding our most popular support interactions