Navigating through product documentation can be intimidating, so users will often ask questions of your support team before trying to find those answers themselves. However, you can turn that trend around by following these proven techniques to increase self service support, which often also increases customer satisfaction and lowers support costs. These six best practices are taken directly from the successes of the dozens of technology companies I’ve worked with.
Last week I was in Denver, Colorado at the infamous DEFRAG Conference. DEFRAG is a conference that is devoted to information overload and web innovation. It’s a smaller conference (~500) which provides for a great atmosphere.
The conference provided refreshing insight on innovation, company culture, web standards, startup strategy and more. The speaker lineup included startup CEO’s (LiveFyre, GetSatisfaction), enterprise leaders (Netflix, BestBuy, Microsoft, Google), authors and even Aneesh Chopra from the Executive Office of the President.
I was able to attend [...]
Questions? Everyone has questions. Why is the sky blue? You can search and search, from site to site, person to person only to stumble upon meaningless jargon and obscure information that creates even more questions. A waste of time right?
Your alternative? Post your questions for the world to see and let the answers come to you. It is quite often that the question you ask will require you to specify the subject matter you want to know. Questions and Answers [...]
RightScale, the leader in cloud computing management, recently launched their new MindTouch powered Collaborative Network for self service-support and product documentation. This innovative property provides users structure, search and discoverability to what was an inherently unstructured and disconnected knowledge base. Content consists of tutorials, videos, references, and frequently asked questions.
The MindTouch platform made the development of a customized Collaborative Network rapid and painless. Innovations in the property include dynamically updated navigation tools that expose potentially overlooked portions of documentation. [...]
September seems as though it will be a very busy month for us MindTouchers. So far we have planned to attend a notable series of conferences including Office 2.0, Zendcon, BlogWorldExpo and our first conference in France, Paris Capitale du Libre and Open Source Think Tank.
Paris Capitale du Libre will take place September 24th and 25th in Paris and will focus on the “economic & strategic issues related to today’s Open Source Software.” While in Paris we’re also [...]
The team at BlogWorld & New Media Expo would like to invite the MindTouch community out to Vegas, and enjoy 20% off admission. Register with code MTDEKIVIP and you’ll save 20% off of every BlogWorld admission option including: Exhibits Only; Exhibits + Party; Full Access; Executive & Entrepreneur packages. And our normal discount pricing expires Aug. 22nd, so hurry and you can get the 20-off of the already discounted price and save [...]
The MindTouch team is happy to announce that we’ll be exhibiting at Defrag in early November. Defrag, a conference devoted to the tools and technologies that enable software to leverage social interaction, will be held in Denver, Colorado. This will be our second time at Defrag and it has proven to be one of most popular shows.
If you also plan to attend Defrag make sure you let us know! If you’re a Deki user, contributor, developer, [...]