Overview:
To streamline customer communications and enable self-serve learning, we launched an effort to transition our customer-facing resources from Guru to Intercom. Over a period of six months, our team leveraged feedback and data from the original knowledge base to design a new help center layout, draft articles, and create a roll-out plan to introduce it to customers.

While results were ongoing, we received initial positive feedback from the redesign. We also saw high engagement relative to our customer base, with an average of 2k article views per month.