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Talk given by Gavin Austin, Principal Technical Writer, and Ted Kuster, Lead Technical Writer, at STC Silicon Valley meetup on February 2016
Customers no longer have the patience to read online help or user guides. To help customers better understand why they should use a variety of features, and renew their subscription-based apps, Salesforce conducted research to determine the content types that engaged customers most. The result—Salesforce changed its content strategy.
In this session, you’ll learn:
What types of interactive content we’re creating at Salesforce
Why Salesforce moved to interactive content over documentation
How a large company changed its content strategy and how customers responded