Why your support content sucks (Maring Eberlein)
Listen on:
Do you enjoy the podcast? Please leave a review!
We're proud to announce Maring's new course at UX Content Collective: Fundamentals of Support Content. Get it now for 25% off!
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::
Listeners get 20% off courses and workshops at UX Content Collective! Just use PODCAST20 at checkout