Comm100 Four-Platform SaaS Knowledge Base
Organization: Comm100
Role: Document Engineering Manager
Period: Jun 2020 - Apr 2023
Teams: India, Canada, and China
Scope
I owned the end-to-end knowledge base for four SaaS platforms:
- Live Chat
- Chatbot
- Ticketing & Messaging
- Knowledge Base
Flagship contribution
I developed the complete online help system for the Amy Chatbot and improved onboarding structure and findability.
Content delivered
- Getting-started guides
- Best-practice guides
- Glossaries
- Troubleshooting content
- Security documentation
- Release notes
- Upgrade checklists
- How-to articles across 3+ product lines
Operating model
Documentation planning was integrated into Agile release workflows. I collaborated with Product Management, Engineering, QA, Customer Success, Product Marketing, and Technical Support to validate technical accuracy and maintain a consistent product voice.
Value demonstrated
This project shows knowledge-base ownership at SaaS scale, combining information architecture, release alignment, self-service content, cross-functional validation, and customer adoption support.