DOCUMENTATION OVERHAUL CUTS SUPPORT TICKETS 61%
How a complete documentation rebuild reduced support load by 61% and improved user activation for a growing EdTech platform.
LearnLoop, an LMS platform with 12,000 active users, was struggling with a 340-ticket-per-week support queue — 70% of which were questions already answered in their outdated, unstructured help centre. We rebuilt their entire documentation ecosystem from scratch.
WHAT WE Inherited
LearnLoop's help centre had 200+ articles written by different team members over three years — inconsistent in style, outdated in content, and virtually undiscoverable. New user activation (completing setup within 7 days of sign-up) was at 34%. Support costs were growing faster than revenue.
HOW WE Solved It
Documentation Audit & Information Architecture
We audited all 200+ existing articles, classifying each by accuracy, relevance, and search volume. 140 articles were flagged for rewrite, 44 for archiving, and 22 gaps were identified for new content. A new taxonomy and navigation structure was designed around three user types: learners, instructors, and administrators.
Content Rewrite & Standardisation
We rewrote all 140 articles using a standardised template — consistent voice, step-by-step formatting, annotated screenshots, and clear success criteria for each task. Every article was reviewed by a LearnLoop product team member before publication.
Search Optimisation & Discoverability
We optimised article titles, meta descriptions, and internal linking for both the help centre's native search and Google organic indexing. Key troubleshooting articles were structured with FAQ schema to capture search traffic from users looking for answers outside the platform.
Onboarding Documentation
We created a new Getting Started sequence — five structured guides taking new users from sign-up to first active course within 20 minutes — and integrated it into the onboarding email sequence.
WHAT WE Delivered
Support tickets dropped from 340/week to 133/week within 90 days — a 61% reduction. New user activation rate improved from 34% to 67%. Organic search traffic to the help centre grew 180% as restructured articles began ranking for product-related queries.
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