Knowledge Base Refresh



February 2021 to April 2021 

Chime, an online platform that provides fee-free banking solutions to consumers, needed an agent-facing knowledge base refresh. Composed by numerous authors throughout the company’s decade-long existence, the knowledge base lacked cohesion, included contradictory guidance, was difficult to navigate, and failed to adequately support Chime’s help center agents.

In an effort to boost outcomes and employee experience, Chime engaged Steyer to review and revise its knowledge base, ultimately improving the knowledge architecture to better support agents

For Steyer’s part, we:  

  • Audited 204 knowledge base articles, reviewing for tone, technical accuracy, relevancy, and overall structure 
  • Introduced stronger architecture across the knowledge base to improve management of articles, searchability, and escalation workflows 
  • Developed and deployed a standardized template to consolidate voice and improve user experience when navigating the knowledge base 
  • Performed full revisions and edits across all documents, including breaking longer pieces into consumable bits to help site navigation and architecture 
  • Managed content upload to Zendesk through Confluence, ensuring links and macros were not affected  

Contact us directly if you’d like Steyer to audit and provide a new roadmap for your existing knowledge base. We have content strategists at the ready to help improve your internal documentation and knowledge management.