Every business exists in part through the words used to represent and describe them. From terrible bird puns to product documentation to marketing site language, in-app tooltips, and internal processes ensuring consistent voice and tone, there is someone planning and implementing that narrative. Hello world, I’m Grace, the Community Knowledge Lead at Pagos! Join me for a walkthrough of how we’re wielding content as a key part of our community and product strategy.
In our last blog post on community and culture, we wrote about our collective focus on keeping humans at the center of what we do. Ultimately, this means meeting everyone—customers, partners, and teammates alike—where they are and providing them with the necessary resources to get where they want to go. Whether you’re a payments novice trying to decipher industry lingo or a seasoned expert looking for ways to efficiently scale your business, we’ve got your back.
And how can we deliver on such a promise? With content, baby!
If we’re focused on helping people, then we sure as heck can’t just toss out prototypes of shiny new products and shout, “Good luck figuring it out!” to our new users. Instead, we need to provide them with the educational resources, support, and care they need from day one to be successful. That includes product documentation that walks you through how to complete tasks in our product UI, API reference material for integrating directly with our microservices, and an up-to-date blog announcing business priorities, product updates, and industry news.
At Pagos, we think of our content as a vital piece of our products. Canary, for example, is a data anomaly detection service that consolidates payments data from multiple platforms into a single place and alerts you when key metrics change unexpectedly. But Canary wasn’t ready for public consumption until we had guides and API reference material to walk our customers through creating triggers in Canary and building out Canary notifications. Furthermore, when we made improvements to Canary and added new types of thresholds, that launch wasn’t complete until we’d announced the change to our current and potential customers.
This internal mindset is important to you, our customer, because it solidifies our commitment to your understanding and awareness. We feel confident we’ve built products that make payment processing more accessible and help businesses act on growth opportunities, but that’s not enough. We also want to build a supportive community where our users understand how to use those products, how to approach making changes to their setup, and why any of this even matters. You don’t need to be an expert in payment processing to explore your payments data in Peacock or execute a network tokenization strategy with Toucan, but whenever you have questions, our content is there to catch you.
As with all good grade school essays, let’s wrap this one up with a call to action. We need your help to ensure our content is the best it can possibly be. If you’re looking for self help resources that we don’t have, let us know! If you find what we already have to be confusing and unwieldy, let us know that, too! We can’t call ourselves a Community team unless we constantly check back in with that community for a thumbs up/thumbs down on our level of performance.
Contact us anytime with your thoughts and concerns. If you like what you see, I’m Grace Greenwood, the Community Knowledge Lead. And if you hate our docs and use of commas, I’m Jim Jimmerson, an iOS developer.