Loading…
16
I watched a librarian in Des Moines rebuild a help page in 20 minutes and it changed how I write everything
Last month I sat in on a customer support meeting in Des Moines, and the person running it was a former librarian named Dana. Someone asked why our help articles got so few clicks, and instead of guessing, she pulled up a screen and read the actual search terms people typed in before landing on those pages. Half the phrases did not match our titles at all, so she rewrote three headlines on the spot using the exact words customers used, and clicks doubled within a week. That was the moment I stopped writing titles that sounded clever to me and started writing titles that matched what people actually type. Now I keep a running doc of real phrases from support tickets, reviews, and search logs, and I build every headline and subhead from that list first. It feels less creative in the moment, but the pages do their job, and I stopped wasting weeks on pieces nobody could find. Curious if anyone else mines support tickets and site search for headline ideas, or do you pull from somewhere else entirely?
0 comments
Log in to join the discussion
Log In0 Comments
No comments yet
Be the first to share your thoughts on this discussion.