Kojo: Help Desk
I audited and updated Kojo's 200+ help center articles, then built a simple automated tracker so the content stays current without another full audit.
Tools
Zendesk
make
google sheets
The challenge
A rapidly aging knowledge base
Kojo's help center had grown to more than 200 articles, with no easy way to tell which were out of date. Keeping it accurate meant periodic full audits. Outdated articles also weakened Kojo's AI tools, including their Zendesk chatbot, which can only be as accurate as the content it draws from.
my approach
Onboarding built for Zendesk
Zendesk doesn't natively support SCORM courses, and rebuilding them there would have required custom development that could break with every platform update. I recommended article-based collections with embedded video and custom HTML "Next" buttons, which gave learners a guided, course-like path that Kojo's team could maintain on their own.
My approach
Targeted training
Talking with the customer success team made it clear that new users wanted fast, practical help doing their jobs, not badges or extended learning. I audited every existing course and worked with the team to define exactly what each user role needed to get started.
my approach
Video that adds value
I outlined each course to decide where video added value and where text or screenshots were enough. Every course opens with a short video showing users how to get help from Kojo's support desk and AI chatbot.
my approach
Building for volume
With 30+ videos to produce, I created branded intro and outro templates and used AI voiceover in Audiate to keep production fast and consistent.
the work
Task-based videos and guided courses
Task-based tutorial recorded in Camtasia with a branded template. AI voiceover created with Audiate.
Spanish-language tutorial videos created using Claude for translations and Audiate for authentic Spanish-language voiceovers.
Article-based course with custom HTML navigation in Kojo's brand colors
Results
Live before the renewal date
Five complete courses…
with over 30 task-based videos, delivered in under two months.
WorkRamp subscription retired…
well before the renewal date, freeing up that budget resources for other priorities
Thoroughly tested…
across laptops, tablets, and smart phones.
“Andrew made it so easy for us to work together. We have a complex product, but he learned it quickly and delivered exactly what we needed and more. He’s exceeded our expectations and laid the foundation for a very successful long term relationship.”
Maddie Arthur
Senior Manager, Implementation Services
Kojo
