Anderson America

Industry and manufacturing fields aren’t exactly known for pushing the envelope when it comes to help content. With a long list of highly-customizable products and legacy solutions, support is provided through thick paper manuals and on-call engineers. Not with Anderson America, however. The company has been a mainstay of CNC manufacturing for decades. They are innovators not only on the factory floor but also with their customer service.

The content is organized mainly around two brands of products: Anderson America and Giben. Each category on the homepage expands into sub-categories, often going several levels deep. This way, the company manages to make the huge volume of documentation accessible and easy to find. The homepage also features a widget with an AI assistant, providing a conversational way to access knowledge and search for quick lookup of error codes. A unique feature of the Anderson America help center is also the ability to request addition of specific content straight from the homepage.

The content is exemplary for technical documentation. Long and complex procedures have been broken down into digestible steps with accompanying schematics and downloadable files. In some instances, the guides also branch out to provide a more focused experience and relevant knowledge.

It’s no small feat to provide documentation for industrial equipment, and Anderson American shows that when done well, it can be a competitive edge.

Anderson America uses a Stonly knowledge base.