No one wants to be in a knowledge base. Someone arrives there because of a lost search. It was probably a confusing search. They’re probably using their search terms and not yours, and they’re probably using their device. “Feature” articles that explain themselves by first introducing the feature that they’ll be explaining will almost certainly lose the audience that they’re trying to reach.
Knowledge base articles must be written from the search bar and ticket queue perspective, rather than the product feature perspective. The author must explain what the user was typing when the problem occurred, and use that to write the article that answers the question in the first paragraph of the knowledge base article.
Every article should contain two titles’ worth of thinking. The first title should be the users search term, and the second title should be the internal team term that describes the feature. The articles should contain a detailed and precise description of the interface that users interacted with, including step by step instructions with the exact text of buttons. The article should describe what to do if the proposed solution doesn’t work, and should avoid combining several problems into one article.
Help articles generated by AI are completely making up the UI. An example of this is a model confidently stating “open Settings, then Advanced, then Sync” for a product whose menu contains none of those items. The customer then goes on to file a second ticket about the article itself.
Before proceeding, the writer requests two weeks’ worth of ticket subject lines and the site search log. Those documents, more than any content plan, help the writer understand what to draft. After gathering information, the writer follows the flow themselves, with screenshots, and drafts the instructions for the steps a person who is stuck would take.
Articles arrive via email, formatted and with clean Markdown, that allow direct pasting in Zendesk, Intercom, Help Scout, or a static documentation site. Each article has a title, a one-sentence summary for referencing, and a short list of articles it is related to.
One rate, whatever the format: $10 per 100 words. You are paying for the writer’s time and judgement, so the price scales with the words rather than with a package tier.
| Typical knowledge-base article | Words | Writing | Fee (1%) | You pay |
|---|---|---|---|---|
| Short answer article | 400 | $40 | $0.40 | $40.40 |
| Standard how-to article | 900 | $90 | $0.90 | $90.90 |
| Reference article with edge cases | 1,800 | $180 | $1.80 | $181.80 |
The writer receives 100% of the writing price. Our 1% fee is added on top of it, and 0.5% is donated to tree planting. Full pricing breakdown.
We match the brief to a writer who has already worked in that subject area. If you have worked with an Articled writer before and want them again, name them and we will check their availability first.
Fill in the order form with your brief and email address. No account needed. You get a confirmation by email, then the finished piece as a document within 3 days.
Yes, and it streamlines the process. Send admin access, a sandbox account or a screen recording, plus whatever internal notes exist. The writer still walks the flow to confirm the labels match, because internal docs go stale faster than the product they describe.
We propose and you approve. Titles are where you will argue the most. It is the titles that determine whether search will even find the article. Each draft includes the title that we have suggested, along with the phrase that we constructed the draft to match.
Completely. Copyright transfers to you on delivery, with no attribution requirement and no licence back to us. Nothing written for you is resold, repurposed or republished.
Reviews from completed, paid orders in this category.
Thirty articles with the same structure and with the same voice are difficult to develop for a knowledge base. Screenshot placeholders were described with prose instead of with tags. Unfortunately, our designer had to try to find them with some difficulty. This is a small thing, but I plan to put it in the brief next time.
Twenty-two articles on our top ticket drivers. The writer requested redacted transcripts, and then described the problems in the way customers used the language – thermostat will not hold temperature, instead of thermostat calibration. Help center search finally started working.
Eleven articles covering our top ticket drivers. They requested the original ticket text first, not the internal descriptions, and the difference is significant. The articles use the terms customers input into the search box. There’s been a downward shift of about a fifth in the volume of contacts on those topics.
We do not ask you to take the no-AI promise on trust. Each draft is run through these platforms and the reports are attached to your delivery email.
Originality.aiAI detection + plagiarism
GPTZeroAI detection
TurnitinAI detection + similarity
CopyleaksAI detection + plagiarism
Winston AIAI detection
ZeroGPTAI detection
SaplingAI detection
Content at ScaleAI detection
Send the brief, get a human draft back within 3 days. No account, no subscription, no AI.
$10 per 100 words · all of it to the writer · 0.5% to trees