Airbnb
$5.2 million in cost savings
Reference articles should be clear and concise, but they don’t have to be boring or off-brand. That’s why Airbnb brought me on to colead a team of writers tasked with revamping its most-viewed Help Center articles. We simplified wording, updated for accuracy, and gave them all a more warm and playful tone, saving Airbnb $5.2 million in customer service costs.
A tale of two audiences
Airbnb’s Help Center speaks to two primary audiences: hosts and guests. Tailoring articles to the needs and nuances of each was part of the challenge.
Helping Hosts feel at home
There’s no reason why an article outlining the nitty-gritty aspects of hosting, such as pricing and calendar setup, can’t be warm and inviting.