Portfolio

Help Center

Client: Reverb.com (Etsy)

Background: Reverb.com (part of the Etsy House of Brands) is the world’s largest oneline marketplace for buying and selling musical instruments.

I led the development, management, and maintenance of an extensive knowledge base comprising over 200 articles in 5 languages, catering to a global user base in the millions. This resource not only served the worldwide user community but also played a pivotal role in empowering the Customer Support and Operations teams through internal and external self-service.

Beyond creating a comprehensive knowledge base, I formulated a strategic self-service framework to enhance support for Reverb’s users and agents. This involved restructuring the library, integrating intelligent search functionality, building article recommendations within the Reverb product, collaborating across Product and Marketing departments placing relevant articles in high-intent and frequented user touchpoints, and partnering with the appX team to develop and launch the Help Center in the native iOS & Android Reverb apps.

This transformative project resulted in a 200% surge in Reverb’s self-service score, significantly elevating the overall customer support and product experience for the user base across the globe. This achievement proved instrumental in facilitating the seamless expansion of the Reverb team during a high-profile acquisition by Etsy.