In this page
What unclear documentation is actually costing you
What we create
AI-ready help content
How we work
Who we help
Why not use a freelancer or write it in-house?
Example
Free documentation planning tools
What our clients say
Contact us
Cherryleaf creates user documentation, help centres, knowledge bases, in-app guidance, and onboarding content that lets your users find answers themselves
The result is fewer support tickets, faster user onboarding, and documentation that gives prospects a reason to trust your product before they’ve spoken to sales.
Are you frustrated that your software documentation is costing you customers, overwhelming your support team, and damaging your product’s reputation?
Let our technical writing experts write the documentation for you.
- Since 2002 over two decades of technical writing
- Software, SaaS, fintech, and AI
- UK-based team, with clients across Europe and beyond
What unclear documentation is actually costing you
Support tickets for questions your documentation should have answered
Every “how do I…” and “why won’t it…” ticket is a sign that the documentation didn’t do its job.
Each one costs your support team time and your users patience.
For many software teams, users’ questions are answerable from documentation… if the documentation is clear, current, and findable.
Users who never become productive
A user who can’t figure out your software in the first few sessions doesn’t stick around.
Vague, incomplete, or hard-to-find onboarding documentation is a driver of customer churn that most product teams underestimate until the renewal data arrives.
Prospects who evaluate and walk away
A help centre full of outdated screenshots, topic stubs, or missing content tells a prospect exactly how much you value your customers.
An AI chatbot that gives wrong answers
If you’ve deployed, or are planning to deploy, an AI support tool, your documentation quality determines your AI’s answer quality.
Outdated, inconsistent, or poorly structured content causes AI assistants to answer confidently and incorrectly.
Not sure where your documentation is failing you?
Documentation debt accumulates silently: in outdated articles, missing coverage, inconsistent guidance, and content your AI tools can’t reliably use.
Cherryleaf’s Documentation Debt Audit identifies the highest-cost problems and tells you what to fix first.
Facts and figures
80%
80& of software buyers review documentation before making a purchase decision (Source: State of Docs 2026)
40-60%
40–60%of support tickets are typically answerable from documentation. (Industry average)
40+%
More than 40% of documentation page views are now from AI agents, not humans (GitBook, 2025)
What we create
We write and structure the documentation that sits between your product and your users:
- Help centres and knowledge bases
- Searchable, structured, and maintained.
- Suitable for customer self-service and as the source for AI support tools.
- In-app help and contextual guidance
- Tooltips, walkthroughs, onboarding flows, and embedded help panels that answer the user’s question at the moment they need it.
- User guides and administrator guides
- Clear, task-focused documentation for users at every level of expertise.
- Getting started guides and onboarding content
- Designed to get new users to their first win as quickly as possible.
- Release notes and update documentation
- So users and support teams know what’s changed and what it means for them.
- Troubleshooting and FAQ content
- Structured for both human search and AI retrieval.
We work with your product and support teams to understand what users struggle with, what questions the Support teams often has to answer , and what topics are missing. We then write the content that addresses those gaps.
Your help content now has two audiences: Humans and AI
If you’re deploying an AI support tool or internal assistant, your content quality determines your AI’s answer quality.
Most AI support tools use Retrieval-Augmented Generation (RAG): the AI retrieves relevant content from your knowledge base, then generates an answer based on what it finds. If what it finds is outdated, contradictory, or too long to parse reliably, the answer will reflect that.
Cherryleaf writes and structures help content that works for both audiences:
- The human user who needs a clear, readable answer
- The AI agent that needs content that is chunked, consistent, and accurate.
Is your documentation ready for AI retrieval?
Cherryleaf’s RAG readiness audit tells you exactly what to fix, and in what order, before you go live.
How we work
1. Discovery
We talk to your product team, review your existing documentation, and, if you have one, analyse your support ticket data. If it’s a new product, we understand how it works, from an outsider’s perspective.
2. Planning and writing
We agree a scope, structure, and schedule. Our technical authors get to work. They liaise with your subject-matter experts to make sure every detail is accurate and every topic is genuinely useful.
3. Delivery and handover
You receive production-ready documentation in your chosen format and tool.
This is typically a help topics or a documentation site. We can also support ongoing maintenance if you need it.
Most projects move from kick-off to first deliverables within two to four weeks.
Who we help
Software companies
You’re releasing new features faster than your documentation can keep up, and your developers shouldn’t be the ones writing about them. We create comprehensive help centres and knowledge bases that get users up to speed without pulling engineering away from the roadmap.
Organisations building in-house software
Internal tools often have no documentation at all. When the people who built it move on, so does the knowledge. We capture it and make it available to everyone who needs it, in a findable way.
Financial services and fintech companies
Accuracy, compliance, and clarity aren’t optional in regulated industries. We translate complex financial workflows and system processes into precise, user-friendly documentation that meets both user needs and regulatory standards.
AI product companies
We’ve worked with a number of leading AI developers to document products and APIs that most writers wouldn’t know where to start with. We combine technical depth with clear communication for every audience.
Why not use a freelancer or write it in-house?
Sometimes those options make sense. Cherryleaf has a specialist recruitment service for contract technical authors and writers, and we offer training courses in technical writing.
Freelancers are hard to find (if you don’t use Cherryleaf’s recruitment service), harder to assess, and have shifting availability.
In-house teams are usually too close to the product to write clearly about it, and too busy to do it consistently.
Cherryleaf provides the expertise and process of a specialist agency, with the responsiveness and personal attention of a small, dedicated team.
We’ve been doing this since 2002. We know what good documentation looks like, and we know how to get it out of your subject-matter experts efficiently.
“The main strength of Cherryleaf is knowing how to organise the content. It all looks self-evident when you look at the result, but it’s hard to come up with on your own.”
Vadim B, Tisane Labs
Example
Free user documentation planning tools
Before we begin any documentation project, we want to understand what’s actually going wrong, not what anyone assumes is wrong.
We’ve built tools that help you do exactly that. Both are free for organisations considering working with Cherryleaf.
User feedback analysis agent
Paste in forum threads, support ticket text, or community posts and this tool identifies the documentation gaps users are actually complaining about. It recommends what to create or fix first.
Documentation ROI calculator
How much are poor user docs costing you in support tickets, onboarding delay, and churned users? This calculator gives you a working estimate you can take to a budget meeting.
What our clients say
We have experience of working with companies both big and small.
HCC Embedded
We see an ongoing role for Cherryleaf as consultants who can help to get better documents out of the vast material we have added to the system. Very importantly, Cherryleaf were able to rapidly respond to our issues with the system and help us understand.
Samaritans
For Samaritans volunteers, having the information available on the intranet rather than in a manual in their branches, means they can find out what they need to know at any time; the search facility and page style ensures that information can be located and read quickly and easily. For prison staff, this is the first time they will be able to see all of the Samaritans guidelines for running the Listener scheme; this will help to further develop their understanding of the scheme and will support them in facilitating the operation of the scheme in their prison. Samaritans is delighted with the result of the project.
IO1
I worked with Cherryleaf on a project for the European Community made up of a consortium of different companies and nationalities. Their communications skills were excellent and capacity to speak both fluent technical jargon and business English are truly superb
MyScience
As an IT team, we had an array of support documentation for systems and services that we’d always struggled to have a consistent format, style and structure for. The course delivered by Ellis Pratt really clarified the best practices to use and answered many of the questions we had.
We were so satisfied with the service provided by Ellis that we contacted Cherryleaf to create an exemplary piece of documentation for one of our systems, with an aim to using the documentation as a template for our other services going forwards. Ginny Critcher was always punctual, polite and efficient in all her work. Where there were any doubts or suggestions, Ginny would provide insight into what the best approach would be in an eloquent and thoughtful manner.
Red Gate Software
We recently changed our authoring tooling. Cherryleaf came and did a spot of consultation to help us choose something that fit our use cases. I’d absolutely recommend their service if you want some help picking tooling.
Julian Maynard-Smith
Cherryleaf is one of the best technical authoring houses in the business, and profoundly knowledgeable, professional and approachable. Highly recommended for anyone requiring top-notch documentation or training services.
Book a free 45-minute discovery call
Tell us about your product, your users, and your support volume.
We’ll tell you which documentation changes would make the biggest difference, and what a project with us would look like. Just a focused conversation with someone who has been solving documentation problems since 2002.
Email:
info@cherryleaf.com