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BILLING AND INVOICE SUPPORT
In 2021, there was a need to add a billing section to the GlobalMeet Success Center. The goal of this project was to add reference and how-to articles related to the Billing Portal and our online meeting and Operator Assisted products to reduce the number of calls and emails to the Billing department.
I worked with an SME from the Billing department who provided baseline information that was needed. I took roughly written drafts and turned them into shorter articles that focused on a single subject or task to improve search results. I planned out the information architecture for the section with Whimsical and then set it up in MindTouch. I then reviewed the articles with the SME, ensuring that the information, procedures, and terminology were accurate.
Overall, I published a new section with 25 new articles in a month. We were able to include this information on the Home page and also include it in our Einstein chatbot responses.
Tools Used: Adobe Acrobat, Adobe Photoshop, Microsoft Word, MindTouch, SnagIt, Whimsical
Billing & Invoice Section
Writing Type: Article listing page
Sign in to the Billing Portal
Writing Type: How-to/Procedure article
Make a credit card payment
Writing Type: How-to/Procedure article
Invoice higher than expected
Writing Type: Reference article
Charges over multiple bills
Writing Type: Reference article