Drive content engagement with automated screenshots in your help center

Company

Text In Church (TIC) aims to empower churches and ministries to build stronger connections with their members and guests through simple, effective communication. By leveraging text, email and cloud-based phone services, they help church leaders nurture relationships and foster spiritual growth.

Industry

Software

Key Features

Login Profile, Recipe Builder, Custom Styling, Automated annotation, Help Center Audit, Screenshot Comparisons, Intercom Sync, and Implementation Services.

Overview

With the company growing and its product evolving rapidly, the team at TIC recognized the critical role its help center plays in enabling customers to self-serve at scale. They identified a need to review and update their help documentation—particularly the product screenshots used within it.

Outdated product screenshots posed a challenge, as they could lead to customer confusion and diminish trust when users encountered discrepancies. To address this, updating the images in their help articles—and ensuring they stayed accurate—became a key priority.

Challenge

As a compact and focused CX team, balancing day-to-day customer support tasks with proactive activities—such as the ongoing need to review, manage, and update help articles—was a challenge. A constant balancing act between addressing immediate customer requests, managing the support queue, and dedicating time to update and enhance the help center. Activities that would ultimately help the team better serve its customers at scale, and drive increased long-term customer success.

It’s a common challenge for customer support teams, often putting significant strain on already limited resources

Keeping our product screenshots up-to-date was a never ending struggleRandalin Ward, Customer Support Manager at Text in Church

Despite TIC's best efforts and intentions, product velocity would often outpace the team’s ability to keep help articles current, and lead to outdated content. Articles with known outdated content, and required screenshot updates, struggled to filter their way up the daily priority list. And, worse still, the team lacked overall visibility into exactly which screenshots were outdated across its help center, and where those screenshots were located. The unknowns, and sheer scale of the task, was overwhelming.

“Keeping our product screenshots up-to-date was a never ending struggle”, says TIC Customer Support Manager, Randalin Ward. “Our help center hosts hundreds of articles and even more screenshots. Without the right tooling, we couldn’t keep up with our rapidly evolving product. We knew how critical updated product screenshots were for enabling customers to self-serve effectively, but the sheer scale of the task made it a constant struggle to maintain accuracy.”

Undertaking an audit of your help center is a challenging task for any size team, especially when juggling multiple priorities. The process is manual and burdensome. Without the necessary tools it requires a thorough, time-consuming navigation through your help center to identify outdated product screenshots and articles, comparing the visuals and text in each article with the current product. And, more often than not, tracking the required updates in spreadsheets that are hard to maintain.

But identifying the outdated content is only half the battle. An audit of your help center will provide you with the data you need to better inform where to apply your efforts, and the content that needs updating. You then need to find, and dedicate, the necessary resources to refresh and update that content (text and imagery alike).

As the company grew and its product continued to evolve, the risks of outdated help center content became increasingly apparent. Outdated screenshots not only risked eroding customer trust but also drove more support tickets—an added burden on an already stretched team. Recognizing these risks, the TIC team knew it was time for a change. A transition away from manual, ad hoc efforts to a more structured, software-driven approach was needed.

Solution

To address the challenge, TIC partnered with LaunchBrightly to implement a sustainable and efficient solution for managing their help center. Leveraging LaunchBrightly’s screenshot automation platform and the expertise of its Implementation Specialists, TIC set two clear objectives:

1. Deliver a comprehensive, immediate overhaul of the product screenshots and visuals in their help center; and
2. Establish a fully automated, ongoing screenshot management system to ensure outdated product screenshots would no longer be a recurring issue.

Working with TIC's Knowledge Management expert, Corey Piazza, the Implementation Specialists at LaunchBrightly designed a one-time deployment process that would see them create custom automation recipes for each of the existing product screenshots in TIC's Intercom help center. Providing their screenshots with an instant refresh and paving the way for fully automated ongoing screenshot maintenance.

“We were genuinely impressed when the services team at LaunchBrightly took on the heavy lifting of creating all our initial automation recipes,” Corey says. “What had seemed like an overwhelming, never-ending task of manually managing screenshots was suddenly off my plate, and the introduction of screenshot automation made a tangible difference—it almost felt too good to be true.”

First, LaunchBrightly took an inventory of all the existing screenshots in the TIC help center. Using its screenshot platform to automatically scan every single article in the TIC help center, perform a raw pixel deduplication on each individual image, and import the unique images directly into the platform. “We’d never seen all of our product screenshots in one place before”, says Corey. “It was super cool to now have a centralized repository for all of our screenshots and, even better, direct links to the articles where they live in our help center!”

The introduction of screenshot automation made a tangible difference—it almost felt too good to be true.Corey Piazza, Knowledge Management expert at Text In Church,

Having identified each of the individual screenshots in TIC's help center, LaunchBrightly’s Implementation Specialists began to create automation recipes for each of the many hundreds of imported screenshots. Using its intuitive screenshot recipe builder, the team meticulously recorded each step—from clicking buttons and adding input text to removing specific elements and applying precise annotations. These recipes, designed to be executed in the cloud and on demand, not only provided TIC with an immediate set of fully up-to-date screenshots but also established a system that can be run repeatedly to generate fresh, up-to-the-minute product screenshots whenever needed.

With hundreds of newly created automation recipes and fully up-to-date product screenshots, LaunchBrightly's Intercom integration seamlessly synced these recipes with TIC's help center. The integration scanned every article, mapped automation recipes to corresponding images, and replaced outdated images with fresh screenshots reflecting the latest TIC product updates. This not only delivered an immediate visual refresh but also established a continuous, automated connection. As TIC's product evolves, screenshots in the help center will update automatically to ensure they are always accurate, eliminating the burden of manual updates.

Finally, after completing the implementation phase of recipe creation, the Implementation Specialists at LaunchBrightly scheduled weekly recurring screenshot audits to automatically run on TIC's help center, establishing a robust and ongoing screenshot governance process. Each recurring audit will automatically reprocess all automation recipes to generate the most up-to-the-minute screenshots of the product, and compare these fresh screenshots with the current screenshots in TIC's help center to check for changes. On completion, the platform automatically provides TIC with a summary of the audit results allowing them to easily filter on those screenshots where changes were detected, quickly identify what changed, and easily accept or reject those changes.

“The heatmap and split-view comparison tools make it super easy to spot what, if any, product changes have occurred”, said Corey. “We maintain complete control over the process—nothing in our help center is updated without our explicit approval. Once we've reviewed the changes, a simple click to accept and sync updates the screenshots instantly. It’s that easy!”

The Outcome

Since partnering with LaunchBrightly, TIC has transformed the management of the product visuals in their help center. Over 400 new and fully up-to-date screenshots were seamlessly integrated into their help center, giving it an immediate refresh. What’s more, these newly updated screenshots are powered by automation recipes synced directly with their Intercom help center, enabling TIC to automatically serve the most up-to-date version of their screenshots and future-proof the ongoing management of the product screenshots in their help center.

I have a clear, well-defined process for the ongoing management of our screenshotsRandalin Ward, Customer Support Manager at Text in Church

By leveraging LaunchBrightly’s screenshot automation platform and the expertise of their Implementation Specialists, TIC was able to streamline what otherwise would have been a manual process to identify the areas of their help center with outdated screenshots, and save countless hours of burdensome manual updates to their hundreds of screenshots.

“It would have taken us months to manually update the screenshots in our help center, placing significant strain on our resources”, says Randalin. “Their methodical approach, automation platform and expert insights made the process seamless and efficient, saving us any number of valuable hours on manual work. LaunchBrightly enabled us to prioritize a critical project that we might otherwise still be struggling to resource!”

TIC now has in place a streamlined, systematic approach to managing their product screenshots. A fully automated governance process that keeps them in complete control. LaunchBrightly’s scheduled recurring audits automatically capture fresh screenshots of the latest version of TIC's product each week, allowing them to easily identify changes to the current help center version and effortlessly sync approved updates directly with their help center. This has transformed their documentation maintenance, ensuring their screenshots are always accurate and up-to-date, while helping to better deflection and driving improvements in tactical help center metrics such as article bounce rate and average time on page.

"Managing the images in our help center no longer feels like an insurmountable task—thanks to LaunchBrightly it’s now just a small, manageable part of my weekly workflow”, Corey says. “I have a clear, well-defined process for the ongoing management of our screenshots and can effortlessly update the images in our help center with a click-of-a-button. It’s been a game-changer, freeing up valuable time to focus on other support initiatives to help our overall customer experience.”

TIC have also been able to leverage LaunchBrightly’s screenshots to identify when changes to their product have occurred, big or small, and to tag specific help articles that are affected by those changes as potentially requiring adjustments to the article text to accompany the automatically updated screenshots.

“Not only did the Implementation Specialists at LaunchBrightly create our automation recipes and set us up for screenshots automation”, Corey explained. “They also reviewed our help articles to identify areas where updates to the article text might also be required. The team went over and above to provide a comprehensive audit of our help center!”

We'd love to show you how this works in real life, so feel free to shoot us an email at hello@launchbrightly.com — OR just steal some time on our calendar. 🤗

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