Building Exceptional Product Help Communities
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A guide to building exceptional and awesome help communities for customer service. This was presented by Aaron Fulkerson at WorldWare 2011 in Santa Clara. ...
A guide to building exceptional and awesome help communities for customer service. This was presented by Aaron Fulkerson at WorldWare 2011 in Santa Clara.
More context can be found here: http://www.mindtouch.com/blog/2011/03/21/building-exceptional-product-help-communities/
* The impact of “social” on product help
* Social Customer Relationship Management (SCRM) and how product help can provide a valuable foundation for SCRM
* Help, Marketing, and Sales personalization
* Socializing translation and localization
* Effective information architecture for product help communities
* 3 Guiding Principles of effective (social) product help
* 5 Community Rules of Engagement
* The future of product help
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