Creating a Product Knowledge Hub

When I joined KARE, product knowledge was scattered across various platforms, creating challenges for both internal teams and customers. Internally, departments struggled to access current feature information and updates. Externally, customers lacked a centralized resource for product guidance, leading to increased support requests and potential user friction.

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To address this dual challenge, I led the development of a comprehensive knowledge management solution: an internal product hub for our teams and a customer-facing knowledge base. The internal hub served as a single source of truth for staff, consolidating release notes, feature documentation, and technical specifications. The customer-facing platform provided intuitive access to user guides, feature walkthroughs, and troubleshooting resources.

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This two-pronged approach transformed how product information was accessed and utilized. Internal teams gained efficient access to accurate, current product knowledge, while customers received empowering self-service resources. The result was a significant reduction in basic support tickets, more efficient customer service, and improved user satisfaction across both internal and external stakeholders.