About us
For most tech companies, the help centre is an afterthought. It gets built during a product launch, handed to whoever has time, and quietly left to drift. Product changes. The docs don’t.
I know this because I lived it.
The problem I couldn’t stop thinking about
At Mapal, a hospitality SaaS company, I was brought in to build a help centre from scratch. What I found was a product that had been shipping for years with knowledge scattered across inboxes, internal wikis, and the heads of whoever happened to know. There was no central resource, no one monitoring releases for documentation impact, and no process connecting what the product team shipped with what customers could actually understand.
That’s not unusual. Most companies don’t have a dedicated knowledge resource. Help centres get built at launch and handed to whoever has capacity – which usually means no one in particular, which usually means they drift.
Every release creates a small debt. A feature changes; an article doesn’t. A new market launches; translated content arrives late, or not at all. And when companies lean on generic AI translations to close the gap quickly, they can introduce a subtler problem – content that isn’t wrong exactly, just not quite right. Teams in France or Spain start to distrust it. And when they stop trusting the content, they stop trusting the product.
I looked for a tool that would catch these gaps automatically – that would notice when a product update had made an article stale, that would surface translation drift before it became a support problem. It didn’t exist.
What Evergreen is
Evergreen is a solution that audits your help centre against your product’s release history and tells you what’s out of date, what’s missing, and where your multilingual content is falling short.
It connects what your product team ships with what your customers can actually understand. The gap between those two things is where support tickets come from.
Why I’m building it
I’ve watched good support teams carry a burden that should be automated – and I think AI can finally make that possible in a way it couldn’t before.
I also believe that how you handle knowledge is a statement about how much you respect your customers. A help centre that drifts is a help centre that says: we built this for launch, not for you.
Evergreen is built on the opposite principle.
Where we are
Evergreen is an early-stage product, built and run from Edinburgh. We’re working with a small number of teams in the pilot phase, learning what good looks like in practice before we scale.
If you’re running a help centre that’s grown faster than your capacity to maintain it, I’d genuinely like to talk.