July 31, 2018 10:00 AM PST
5 Tactics of Successful Knowledge Management
How to provide a structured self-service experience that boosts ticket deflection and drives customer success.
Meet the Speakers
What do your customers do when they have a product issue or question? Usually, they’ll start by searching for an answer online. If they can’t find one, they contact your support team for help.
What if those customers found the solution they were looking for in the first place? They wouldn’t have to contact support, for one, saving them time and you money. Not to mention fewer tickets means happier agents. The thing is, you have the product documentation—you have the knowledge. It could be the way your content is structured that’s preventing customers from finding what they need.
Join Derek Moore, MindTouch Solutions Consultant, and Nicole Gray, Enterprise Account Executive, as they take an in-depth look at two customer sites. You’ll get an under-the-hood view of how companies like Electrolux and Conga execute better knowledge management.
- How site structure reduces customer effort
- Why guided content increases ticket deflection
- How knowledge management is imperative to self-service and customer success
The last thing your support agents need is another repeat ticket. Your customers deserve to self-solve with ease. Don’t lose out on this opportunity to see better knowledge management in action, demonstrated by the pros themselves.
Meet the Speakers
As a Solutions Consultant at MindTouch, Derek assists our clients by identifying and understanding each client’s project goals and success criteria. Based on these goals, Derek and the MindTouch Advisory Team strategically design and configure MindTouch implementations. Their goal is to deliver on project-specific KPIs while ensuring the that the solution is low-risk, scalable, and secure.
Nicole is an Enterprise Account Executive at MindTouch. Her focus is on helping organizations deliver effective content and self-service strategies by understanding the current challenges, objectives and desired business outcomes that impact the customer support experience both internally and externally. Nicole is no stranger to the tech industry; prior to joining MindTouch, she held both sales and sales leadership positions at Zenefits and PacketSled. Nicole earned her B.A. in Human Communications and minor in Media Analysis from Arizona State University.