Why your support content sucks (Maring Eberlein)

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If you’ve ever found yourself frustrated by terrible help center
content, you’re not alone. Most of it sucks.


But why?


That’s why I’m excited to share this conversation with Maring
Eberlein. Maring is a support content expert with a deep
understanding of what makes help centers effective — and what
makes them fail. She’s worked with companies large and small,
transforming their support content from "just get it done"
projects into real strategic assets.


We get into everything from why so much support content is subpar
to how companies can stop playing catch-up and start building
better self-serve experiences for their users. If you’ve ever
wondered how support teams, content designers, and technical
writers can work together more effectively, this episode is for
you.


What we talked about:


Why most support content sucks — and how to make it better

The difference between support content and technical writing

Why support content should be an asset, not an afterthought

How to "train" your users to find answers on their own

What companies get wrong about chatbots and AI-driven support

The rise of structured content and why support teams should
embrace it

Practical ways support teams and content teams can work
together



Notable quotes:


“Support content isn’t a cost — it’s an asset. But most
companies don’t realize that until it’s too late.”

"Users don’t want to watch a 4-minute video when 3 clear
steps would do the job."

"If your help center looks like a mess, it tells me your
product might be too."



Where to find Maring:


LinkedIn

Fundamentals of Support Content course

Maring's website