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Translating Customer Interactions to Documentation
--client
eric
--show
write_the_docs_2013
--room room_1 2275 --force
Next: 9 Technically Communicating Internationally
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Marks
Author(s):
Nisha George, Elaine Tsai
Location
Room 1
Date
apr Mon 08
Days Raw Files
Start
15:26
First Raw Start
15:24
Duration
00:20:00
Offset
0:01:01
End
15:46
Last Raw End
15:46
Chapters
00:00
0:13:35
Total cuts_time
19 min.
http://lanyrd.com/2013/writethedocs/scfpdd/
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If customers have problems they can’t find answers to or need to report an issue then they contact your Customer Support team. Support is first line of defense to keeping your customers happy. But, customers are happiest when they can find answers on their own without having to wait for a response from Support. When Support owns a portion of the docs: customers are empowered to find solutions on their own, the incoming volume of tickets reduces and companies can better scale their internal teams in relation to their growing customer base. This presentation will cover the types of documentation that your company’s Support team should own along side the documentation maintained by Engineering. We will give examples of how your Support team can: Turn incoming tickets into FAQs to prevent future tickets Provide answers for all types of customers, from beginners to experts Create positive experiences for customers and internal teams
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2013-04-08/15_24_59.dv
Apply:
15:24:59 - 15:26:50 ( 00:01:51 )
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2013-04-08/15_26_51.dv
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15:26:51 - 15:40:26 ( 00:13:35 )
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2013-04-08/15_40_26.dv
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