What Makes a Superhero? Doing What Others Can’t and/or Won’t


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Take your documentation to the next level by identifying duplicated efforts across departments. Streamline and consolidate into a central location that ties your documentation to Product, Support, Sales, Marketing, and Tech Docs.

Case studies, self-reflective questions, and overviews of bridging the gap between departments.

Published in: Technology
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What Makes a Superhero? Doing What Others Can’t and/or Won’t

  1. 1. What Makes a Superhero? DoingWhat Others Can’t and/or Won’t Corey Ganser Customer Experience Manager MindTouch, Inc.
  2. 2. About the Speaker • Corey Ganser • Customer Experience Manager at MindTouch • Interacts with Support, Product, Sales, Marketing and Documentation Team • LinkedIn: linkedin.com/in/coreygans • Twitter: @coreygans
  3. 3. Department Divisions• Support Department knowledge base• Technical Writer formal documentation• Product Team in-product help• Marketing Team promotional documentation• Sales Materials reference documentation
  4. 4. Duplicated effort for same message• Support team creates articles that can be leveraged in formal documentation• Technical Writers create documentation that should be leveraged by support (PDF won’t cut it)• Product, Marketing and Sales should tie in documentation from Technical Writers into promotional materials and in product help
  5. 5. Case Study #1: coolOrange• The Need – Integration with Support Ticketing – Easy to use interface for authoring – Ability to create templates for consistency of knowledge capture – A system that wouldn’t require management and upgrading by coolOrange
  6. 6. coolOrange (cont)• Solution – MindTouch as a central repository for content with integration into Zendesk• Benefits – Decreased costs for creation of docs, increased quality of support, and improved communication all around – 17% drop in support tickets
  7. 7. Case Study #2: Zuora• The Need – Increase collaboration among SMEs – Support Ticketing Integration – Make documentation more accessible to users – Increase analytics around documentation to identify trends and usage
  8. 8. Zuora (cont)• Solution Implemented – MindTouch at the center of content – Integration with Zendesk• Benefits – Opening up documentation to SMEs resulted in 200 new articles over the course of a couple of months – Zuora’s customers increased usage of self help – Sales leads generating from documentation
  9. 9. Case Study #3: SuccessFactors• The Need – Looking for a central location for documentation – Chat Integration – Easy to manage documentation repository – Integration with SAP Service OnDemand – Ability to extend documentation into the product – Personalize the customer’s experience with help from SSO
  10. 10. SuccessFactors (cont)• Solution – MindTouch as their main support portal – SnapEngage for chat – Service OnDemand for help desk – SSO integration with MindTouch and pass- through to chat and helpdesk• Benefits – Central location for customers to access self help with a personalized experience
  11. 11. Authoritative Source
  12. 12. Documentation Right vs. Documentation Right Now• Documentation needs to be flexible – Creation – Publishing – Consumption – Contribution• Look beyond your immediate goals for documentation
  13. 13. Discussion Points• What are the main barriers to consolidating the efforts of help documentation across departments?• What fears do you have of introducing a concept like this to your manager?• Is this already happening at your company and are you involved in the process?• How do you start an initiative like this in your company?
  14. 14. Discussion Points (cont)• What resources do your customers expect for self help?• How do you measure documentation success?• Is Customer Experience a term that is working its way into documentation in your organization?
  15. 15. The EndThank you for your attention and cooperation.