Shipping Faster Without Stale Docs

Meet RightMessage

RightMessage is a website and email personalization platform: it segments visitors (via on-site surveys/quizzes and behavior), then dynamically personalizes page copy, CTAs/forms, and emails—complete with built-in A/B testing and ESP integrations—to lift conversions (often ~30%+).

The pain before Ferndesk

RightMessage ships quickly, and documentation slipped to the bottom of the priority list. Even with a comprehensive help center written years earlier, frequent product overhauls left articles out of date. The team knew accurate docs reduce confusion and help convert new customers—but updates rarely happened.

“I hate to say it but before Ferndesk our process for updating documentation was basically hopefully we’ll remember to do it.” — Brendan Dunn, Founder

Shipping new features took precedence, and the “we’ll fix it later” approach led to mismatches—old screenshots, outdated labels, and articles that no longer reflected how the product worked.

“We’d overhauled the product multiple times, and a lot of what’s in the help docs have gone, frankly, out of date.”

---

Why Ferndesk

Ferndesk connects to the sources that actually reflect reality—your codebase, support tickets, and existing help docs—then detects gaps and drafts updates automatically.

“It has total knowledge of my code base, all of my support tickets in the past, my existing help docs, and really anything else I want to give it.”

Ferndesk watches git commits to spot changes like renamed buttons or updated flows, and proposes edits—or just applies them—so help articles stay accurate as the product evolves.

“It sees in our git commits that there’s a gap and it’ll help us effectively write the content for that.”

---

How Ferndesk worked at RightMessage

RightMessage connected their tools to Ferndesk, their codebase on GitHub, their existing help center, and support history. From there, Ferndesk began:

1. Proactively flagging and fixing drift caused by code changes (labels, flows, new features).

2. Drafting new integration docs by combining the integration’s code with past doc patterns.

3. Refreshing legacy content across a 30,000-word help center to align with RightMessage’s product today.

“When we change a label on a button… it can proactively help us modify the docs without us needing to really do anything… it’ll just update the help doc for us, which is amazing.”

For integration launches, Ferndesk produces high-quality drafts that mirror RightMessage’s established style and structure.

“Here’s the code for the integration… here’s what we’ve done before with our integration docs. Do it. It does it really well, usually out of the box first try.”

Impact

• Always-current docs without busywork. The team no longer relies on memory or SOPs; commits drive updates.

• Less support friction. Fewer users encounter stale language or screenshots that trigger support tickets.

• Focus on growth. Founders spend time coding and acquiring customers instead of rewriting docs.

• Trust in the help center. A large, previously drifting knowledge base is now a reliable asset again.

“I went through a few years back and wrote a 30,000-word help center… we’re really glad Ferndesk is now helping us finally fix this problem that we’ve had literally for years.”

“If you struggle to keep your help docs up to date, you’re going to love Ferndesk.”