top of page

Scaling the Wix Answers Knowledge Base by 400%

Role:

Senior Knowledge Base Writer

Challenge:

The Wix Answers help desk software was a growing product supported by only 100 articles of documentation. Self-service content couldn't keep pace with the product's expansion, and the help center was missing critical coverage for major product areas like call center setup, integrations, and admin configuration.

Contribution:

Single-handedly scaled the knowledge base from 100 to over 500 articles. Used "Was It Helpful" user feedback data and ticket-deflection metrics to prioritize what to write next, so each new article was earning its place rather than padding the count. Authored content covering everything from quickstart guides to deep technical references for call center configuration, integrations, and admin workflows. Coordinated with Product and Support to time releases with major product launches and feature changes.

Outcome:

400% content growth turned the help center from a thin set of starter articles into a comprehensive self-service resource for the product. The data-driven prioritization model, where actual user behavior decides what to write next, became a habit I carry into every KB project.

Skills:

High-Volume Content Production; Technical Writing; Content Strategy; Data-Driven Prioritization; User Feedback Analysis; Self-Service Optimization; Information Architecture

bottom of page