Following the recent release of a more robust and comprehensive Guided Content Framework, new MindTouch Editor Widgets are soon to join the mix. These new widgets will help further streamline the content editing experience for users of MindTouch self-service software. While the new Editor Widgets might seem minor in comparison to the overarching information architecture they feed into, the two share a similar aim: Improve the user experience by eliminating variables. Whereas the Guided … [Read more...] about Introducing New MindTouch Editor Widgets
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Introducing New MindTouch Editor Widgets
How Customer Support Agents Find Content
For anyone creating knowledge content, customer support agents likely represent a large part of the audience. Support agents need information to progress through onboarding, assist customers, and learn how to support new products or services. Unfortunately, the content we work so hard to create doesn’t always find its way into the support agent experience. Before we spend all our time considering why internal customers aren’t using product documentation, it's useful to consider how customer … [Read more...] about How Customer Support Agents Find Content
Echo-o! Why Internal Customers Aren’t Using Your Documentation
The heavy lifting is done. The tech writers have interviewed SMEs. They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. To a web self-service portal or online help. Maybe a long-form PDF. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. They can’t find the knowledge they need, or they can’t find it quickly enough. Maybe they don’t … [Read more...] about Echo-o! Why Internal Customers Aren’t Using Your Documentation
Who is Your Content Really For?
Why do we create content? This seems like a simple question. To make customers more successful? To provide more information about a product or service? For ourselves? A closer look usually reveals more nuance than we might like to admit. Each business and use case—each person, place, and new technology—adds layers that can complicate the why. Maybe it’s more useful to start with who. Who, specifically, do we create content for? And who (or what) ends up consuming that content at the end … [Read more...] about Who is Your Content Really For?
5 Signs You’re Making Things Difficult for Customers
To continue meeting customers where they want to be met, companies need to engage customers on a deeper level. They need to do it in lockstep with the digital trends now shaping business. The Internet of Things. Digital transformation and the proliferation of mobile devices. Companies that fall behind risk falling by the wayside completely, no matter their size or the strength of their brand (just look at what happened to Toys “R” Us). Regardless of what motivates the call for reducing … [Read more...] about 5 Signs You’re Making Things Difficult for Customers
Put Customers First with Guided Content Framework
“Make pages primarily for users, not for search engines.” This directive from Google Webmaster Guidelines—the call to think about customers first—contributed to how we designed the Guided Content Framework, our proprietary approach to internal information architecture. What is the Guided Content Framework? Guided Content Framework is the internal content framework we use for our customer sites. Essentially, it helps users organize various pieces of content and microcontent into high-level … [Read more...] about Put Customers First with Guided Content Framework
Conga Connect – The Premier Customer Conference
Conga Connect proves that you can have your cake and eat it too. This customer conference hosted by Conga is in a league of its own. Every year, Conga shows they are much more than a vendor by truly taking the business-partner relationship seriously. Conga knows that their success relies on their customers’ success. Being able to leverage their software is just one piece of the customer success story though. A major chapter that most companies forget about is how important it is to have … [Read more...] about Conga Connect – The Premier Customer Conference
What to Expect at Subscribed – A Zuora Subscription Conference
Subscribed is the #1 conference throughout the year that specifically focuses on the transformation of current business models to the subscription economy. This trend is seen across all B2B (Business to Business) and B2C (Business to Customer) verticals, and it heavily effects they way businesses not only acquire new revenue, but retain and expand upon existing accounts. I have attended three past Subscribed events, put on by Zuora, and every one of them has been jam-packed with actionable … [Read more...] about What to Expect at Subscribed – A Zuora Subscription Conference
What Your Agent Experience Says About Your CX
When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily. It follows that when you take the pulse of your agent experience, you’ll inevitably discover opportunities to improve the customer experience, too. In many ways, the customer and agent experience are … [Read more...] about What Your Agent Experience Says About Your CX
How to Reduce Support Tickets – An Introduction to Ticket Deflection
Give me any customer support team and I can guarantee that figuring out how to reduce support tickets is a top priority. That’s because high ticket volume puts a strain on support agents, frustrates customers, and can create quite the financial expense. One way companies attempt to reduce call center volume is through online self-service. By giving customers a way to quickly answer questions and resolve issues on their own, we (potentially) remove the need to contact support. How we measure the … [Read more...] about How to Reduce Support Tickets – An Introduction to Ticket Deflection