No One Wants to Submit a Ticket: Role of Documentation with Rachel Johnson, Ripple - Knowledgebase Ninjas

Topics in this episode

Technical writing Customer Journey knowledge base Documentation self service documentation

Episode notes

In this episode of the Knowledge Base Ninjas podcast, Rachel Johnson shares her journey into technical writing and how the role has evolved over time. She explains why documentation is no longer just a support function but a key part of the product experience, supporting users from onboarding to long-term use. Rachel also highlights the importance of integrating documentation early in the product lifecycle for better outcomes. The conversation explores the impact of AI on documentation and how it is changing the way users find answers, while still requiring accuracy and strong foundational content. They also discuss how teams measure success through user behavior and feedback. Finally, Rachel shares her perspective on self-service documentation and why it benefits both customers and businesses when done effectively. Thank you for tuning in! In the meantime, if you're ready to explore Document360, a knowledge base platform that can help your customers and teams get instant answers, we’d love to invite you to try it first-hand. Simply use this link - to start your free trial.