Service

Support Systems and Knowledge Audit

A structured review of how your customers find answers, and what it costs your team when they cannot. You receive written findings and prioritised recommendations your team can act on without us.

For support and customer education teams who answer the same questions every week, and who suspect the answer already exists somewhere nobody can find.

The problem

Signals you will recognise

If several of these are true, this is the engagement built for the situation you are in.

  • Your team answers the same handful of questions every week, and each answer is written from scratch.
  • Documentation exists, but nobody is confident which version is current.
  • New customers contact support before they reach their first result with your product.
  • Knowledge lives with two or three people, and the team slows down when they are away.
  • Your help centre gets traffic, but ticket volume has not fallen.
  • You have no reliable way to tell which articles are actually working.

The work

How it runs

Four stages across roughly three weeks. Every stage is agreed in writing before it begins.

  1. Scope and agreement

    Before the work begins

    We agree what is being reviewed, what you need at the end, and the fee. Nothing starts until that is confirmed in writing, so there is no drift and no surprise invoice.

  2. Review

    Week one

    We read what your customers read and follow the routes they follow, from first question to resolved answer. Where you have ticket data or search logs, those are read alongside the content itself.

  3. Findings

    Week two

    You receive the written findings. Each problem is tied to the evidence behind it, so your team can see why it matters rather than taking an opinion on trust.

  4. Handover

    Week three

    We walk through the recommendations together and agree what your team will start with. The point is that the work continues after we leave the room.

The outcome

What you get

Everything below is delivered in writing, so your team can act on it long after the engagement ends.

  • Written findings

    A plain document setting out what is working, what is not, and the evidence behind each point. No jargon and no filler.

  • Prioritised recommendations

    Each recommendation ordered by the effort it takes against the difference it makes, so your team knows what to start on first.

  • Handover session

    A working session with your team to walk through the findings and answer questions while the detail is still fresh.

What is not included

  • Writing or rewriting your documentation for you.
  • Building or configuring software on your behalf.
  • Ongoing support after the handover session, unless agreed separately.

Before you ask

Questions people ask first

Do I need a call before I can book this?

No. The price and the scope are on this page so you can decide without speaking to anyone first. If you would rather talk it through before committing, that option stays open.

Can the fee change?

The starting price covers the scope described above. If your situation needs more than that, the revised fee is agreed in writing before any work begins. It never changes partway through.

How long does it take?

Around three weeks from the agreed start date. Larger estates take longer, and that is set out in the scope rather than discovered halfway.

What do you need from us?

Access to your help content, and where possible your ticket data and search logs. Time with one or two people who answer customer questions daily is useful but not essential.

Who does the work?

HDY Haus delivers the engagement. Where a piece of work needs a specialist, that is agreed with you in advance rather than arranged quietly.

What happens if the audit finds nothing serious?

You get that in writing too. A short report saying the foundations are sound is a legitimate result, and more useful than a list of invented problems.

Ready when you are

Tell us the problem in your own words. You will hear back within two working days with a plain answer on whether this is the right engagement for you, and an honest no if it is not.

Starting price €1,250

Request a Knowledge Audit

No call is required first, and no payment is taken at this step.