Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
The Starting Point
Members kept writing in with the same how-to questions. How do I move my existing phone number over? How do I switch off a calendar I no longer use? Why is the time zone wrong on a consult my admin booked?
Each answer was written from scratch, and the help library did not cover most of these topics.
What I Did
I went through both support inboxes and grouped the questions that kept coming back. Then I checked the help library for gaps and wrote 10 step-by-step lessons for the most common ones.
I recorded each lesson as a real screen walkthrough in a test account, so members see exactly where to click. I changed nothing in any live member account.
I produced the videos in the founder's brand style, with narration, captions timed to the voice and even sound levels. I checked every video frame by frame and hid anything sensitive.
For review, I set up one page per lesson with its cover, video and draft article. Once a lesson is approved, I publish it to the member library, and where the article and the screen disagree, I correct the article.
What Went Into the Work
Questions grouped from both inboxes
The repeat questions, grouped so each lesson answers one of them.
10 step-by-step lessons
Written for the topics the help library did not cover.
Recorded in a test account
Real walkthroughs, with no change to any live member account.
Checked frame by frame
Captions timed, sound levels even and sensitive details hidden.
A review page per lesson
The founder sees the cover, video and article together before approving.
A repeatable process
Find the question in the inbox, record it, review it, publish it.
Why It Matters
Every repeat question answered from scratch takes support time and makes the member wait. A lesson they can watch answers it right away, and support can send a link instead of writing an email.
The process stays with the team, so each new common question can go through the same steps.
Tools and Skills Used
Support ticket analysis, help article writing, screen recording, video editing, captioning and publishing to a member library.
Who This Is For
This case study is worth reading if you are:
- ●A software company whose support inbox is full of the same how-to questions.
- ●A founder who wants help content in their own style without recording it themselves.
- ●Looking for someone who works from real support tickets, not guesses about what users need.
Need help with similar work?
Tell me which questions your support team answers most often and where your help content lives. I write and record help lessons within the scope we agree.
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